Expert Programs Delivery Manager

ServiceNow is seeking an Expert Programs Delivery Manager to develop and deliver the Certified Workflow Architect program. The role requires in-depth knowledge of the ServiceNow architect persona and experience in program management, AI integration, and facilitation. The ideal candidate will have 8+ years of experience managing large programs, 5+ years of experience with the ServiceNow platform, and 3+ years of experience in ServiceNow CRM & industry workflow implementations.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• 8+ years managing multiple large programs/projects, in enterprise environments; or equivalent education/experience
• 5+ years’ experience across a variety of applications within the ServiceNow platform
• 3+ years’ experience directly engaged in ServiceNow CRM & industry workflow implementations
• Experience consulting, instructing or facilitating one-on-one or in groups, a plus
• Excellent project and program management and organization skills
• Experience in ServiceNow implementations and/or application development
• Experience facilitating training or mentorship in demanding technical organizations
• Strong interpersonal and communication skills
• Ability to work collaboratively with a diverse group of stakeholders
• Current knowledge of effective learning and development methods including understanding of training trends and best practices
• An understanding and respect of diverse learning needs and communication styles which vary across countries, regions and business units

Benefits

• Serve as the Delivery Coordinator for ServiceNow’s Certified Workflow Architect program
• Manage participation and student progress
• Lead or direct discussions towards program objectives
• Evaluate student progress and provide effective coaching as needed
• Review final exam scores and feedback to ensure objectivity and behavioral focus suggested improvements
• Provide effective, objective, behavior-based coaching to expediate student growth
• Gather, assess and report on program metrics
• Coordinate with and market to internal experts and stakeholders
• Work with the content creation team in creating effective and engaging materials to meet learning objectives
• Identify opportunities for improvement and drive improvement initiatives to completion
• Support the professional development of others through means of mentoring
• Ensure equity, fairness, and inclusivity for all programs