Job Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The ServiceNow Customer Acceleration org (part of the Global Learning and Development group) is seeking a Senior Program Manager to lead government- and large workforce-skilling initiatives across the Americas geography, combining strategic program leadership, stakeholder management with content curation expertise. You'll build partnerships with public sector agencies, design impactful ServiceNow platform training programs, and create sustainable career pathways that prepare individuals for both AI Literacy awareness and high-demand roles within the ServiceNow ecosystem. 

What You'll Do:

• Lead large government and workforce skilling programs end-to-end, managing budgets, complex timelines, and cross-functional stakeholder relationships
• Build and maintain strategic partnerships with internal and external government teams, workforce development agencies, public funding bodies, and regulatory authorities
• Represent ServiceNow University in support of company responses for Government funding and program RFP, ensuring compliance with funding agreements and reporting obligations
• Develop ROI frameworks and impact measurement strategies demonstrating employment outcomes, economic value, and skills development metrics
• Design and deliver scalable training programs focused on the ServiceNow AI platform and other technologies tailored to diverse learner populations
• Build and curate comprehensive learning assets including instructor-led sessions, eLearning modules, videos, job aids, and documentation targeted to various roles and skill levels
• Advise and collaborate with government partners and training providers on appropriate learning solutions and adoption strategies from the ServiceNow catalog
• Facilitate workshops (virtually and in-person) to ensure stakeholder alignment, gather content requirements, and drive engagement
• Manage client-facing and internal deliverables including project plans, status reports, communication plans, training strategies, and measurement frameworks
• Develop and implement user adoption strategies and change enablement frameworks that ensure learner success and employment readiness
• Oversee technology platforms (LMS, CRM, reporting dashboards) supporting program delivery and performance tracking
• Monitor KPIs including enrollment, completion rates, certification attainment, employment outcomes, and customer satisfaction
• Conduct program evaluations, implement continuous improvement initiatives, and share best practices across the global workforce development network
• Mentor and lead as necessary Project Managers, coordinators, and training specialists involved in projects
• Foster a culture of innovation, inclusion, and learner-centricity
• Contribute to the development and enhancement of existing and new ServiceNow University development offerings
• Travel: Up to 40% domestically and internationally as needed

What You Bring:

• A collaborative mindset with strong accountability for team and stakeholder success
• Proven ability to influence and advise senior stakeholders by presenting well-rounded options and providing strategic thought leadership
• Exceptional communication skills across diverse audiences—from government officials to entry-level learners
• Passion for skills development, social impact, and the ServiceNow AI Platform
• Adaptability and creativity with a track record of delivering high-quality results under tight deadlines and in evolving environments

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 8-10+ years managing government-funded workforce development or enterprise technology training programs with measurable employment impact
• Extensive experience leading enterprise-wide change enablement programs—skilled in executive workshops, change impact analysis, communication and training strategies, and building stakeholder networks
• Familiarity with government skilling frameworks (apprenticeships, vocational training, national qualification systems)
• Proven expertise creating/curating and delivering training content across multiple formats (ILT, eLearning, video, documentation) for diverse audiences
• Demonstrated track record achieving employment outcomes, certification targets, and program KPIs
• Confident delivery skills with ability to engage audiences up to and including C-suite and executive government stakeholders
• Experience leveraging or integrating AI into work processes, decision-making, or problem-solving
• Technical proficiency with Microsoft Office and learning design tools (Camtasia, Articulate, Descript, Snagit, Synthesia, web conferencing platforms)
• Bachelor's degree in Business, Public Policy, Education, Technology, Instructional Design, or related field; Master's degree preferred

• Preferred:

• Hands-on experience with ServiceNow AI Platform, ITSM solutions, or the ServiceNow product suite
• Knowledge of ServiceNow certification paths, partner ecosystem, and customer landscape
• Background in public-private partnerships and workforce development policy
• PMP, PgMP, or equivalent program/project management certification

FD21

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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