Program Lead, Transformation & Enablement

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

What you get to do in this role:

Our Service Delivery team makes the world of work, work better for our employees. Using our own technology, we deliver an engaging employee experience, providing support to employees and managers across 27 countries. Partnering closely with our Global People stakeholders and Centers of Excellence, we create a strong and effective cross-functional team. We learn from our employees’ interactions with us, and constantly evolve and enhance value.

As a Program Lead for the Transformation & Enablement team within the Global People Operations & Service Delivery (HR Ops) organization, you will enable the Service Delivery team to execute at an elite level. You will drive rigor, discipline, and governance across multiple operating rhythms, with a specific focus on advisor readiness and consistent service quality. You will leverage the ServiceNow AI platform to develop a programmatic approach to enablement, building scalable, lasting resources to support enterprise initiatives, as well as own the training strategy for our global People Enablement Centers (PECs). This role sits at the intersection of program design, ServiceNow platform adoption, and AI technology — building the systems and infrastructure that allow delivery centers to ramp faster, perform more consistently, and scale skill development globally.

Key responsibilities:

Own new-hire onboarding program for global PECs, applying industry-benchmarked instructional design and program management practices to reduce time-to-competency and improve skilling consistency at scale.

Advance development and launch our advisor readiness application, partnering with operations and technical teams to capture, track, and report on training progress in a governance-ready, auditable system, built on the ServiceNow platform.

Design and execute a global training strategy supporting processes across the full employee lifecycle, in partnership with PEC management — sequence and refresh a calendar-year curriculum that can be adapted to ongoing process optimization, journey types, and geographies.

Thoughtfully and organically build AI into enablement program design and delivery — identifying where AI-powered tools can accelerate content creation, customize onboarding paths, automate quality checks, or surface early-warning signals in training data.

Run the recurring monthly quality audit program, proactively coordinating with auditors to ensure timely completion, and translating findings into qualified improvement recommendations for PEC leadership and measurable delivery center performance gains. Maintain and drive enhancements to our audit process and application as needed.

Leverage data and applications to proactively surface service delivery improvement opportunities, partner with operations leaders to diagnose bottlenecks, and drive measurable performance gains across PECs through targeted enablement and capability-building initiatives.

Reimagine enablement for business continuity and leadership readiness—evolving offerings into skill development pathways for enterprise proficiencies, such as organizational resilience, effective prioritization, and autonomous, data-driven insights and decision-making.

Partner with Sr. Manager, T&E and DT team to identify and drive Robotic Process Automation (RPA) use case development to automate manual operational tasks and reporting

Bring perspective on how to structure and evolve onboarding, governance, and skill-scaling programs, adapting proven practices to Operations & Service Delivery’s operating model.

What are we looking for:

To excel in this role, you should demonstrate the following:

High autonomy and comfort operating with ambiguity, translating strategic priorities into structured, executable programs.

Proven experience managing multiple concurrent, cross-functional initiatives independently. Effective prioritization with minimal direction and providing updates proactively.

Practical experience applying AI capabilities to content creation or operational enablement.

Hands-on familiarity with the ServiceNow AI platform and proficiency in Citizen Development — able to design workflows and systems that work within the platform, not outside it.

Strong operations background, with specific fluency in training and process governance.

Experience performing or supporting process reviews and audits

Comfort interpreting operational data to identify trends and opportunities.

Excellent relationship-building skills, with experience partnering across regions and business units toward a defined, shared outcome. You are known to accelerate alignment.

Qualifications

Required Qualifications:

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.

1-2 years’ experience developing or maintaining formal process documentation and performing process audits

2+ years of demonstrated success managing cross-functional stakeholder relationships, up to executive level

2+ years of practical experience designing and/or delivering enablement materials (e.g. live training, process maps, Standard Operating Procedures, work instructions, training presentations) to global audiences

2-4 years’ experience in HR operations or supporting multiple concurrent, complex HR projects in a matrixed environment

Citizen Development certification

Strong knowledge of enterprise-approved AI technologies (e.g. Copilot, Claude, and Moveworks)

Preferred Qualifications:

Previous experience in an HR Shared Services role

Dedicated program management experience (responsible for end-to-end program delivery)

Strong AI prompting skills

Citizen Development proficiency (developed and/or launched one or more scoped applications on the ServiceNow AI platform)

Experience working in a fast-paced, dynamic environment, including in support of Shared Services

Bachelor’s degree or equivalent experience

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 globaltalentss@servicenow.com 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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