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Senior Manager - Expert Training Programs

| South Bay +80 more | Remote | Hybrid
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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

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

Job Description

The Senior Manager, Expert Programs is responsible for all aspects of team management and the operational workings of our current offerings (Certified Master Architect and Certified Technical Architect programs).

We are looking for a ‘change enabler’, someone that is willing to take a few risks and explore new options and new paths. Someone who is an effective influencer, knowledgeable about the business and whose impact and value is clear to not only the training and Certification organization but all our customers

The successful leader will be able to function well in a high growth, fast paced environment. Comfortable with ambiguous situations, recognizing when it’s appropriate to introduce more structure and process without derailing the current output.

The Senior Manager, Expert Programs will possess strong interpersonal skills and have the ability to build solid relationships based on trust. This role demands partnering closely with many of the Training and Certification teams

The ideal candidate will thrive in a dynamic and changing environment and have fun while getting a lot of great work done.

What you get to do in this role:

  • You will serve as the Senior Manager for Expert Programs team.
  • Lead and co-ordinate the yearly / quarterly team goals and objectives
  • Own and co-ordinate staff career and growth plans
  • Recruit, Grow and Lead the delivery team throughout the program lifecycles; ensure the goals of the programs are understood and deliverables are aligned accordingly across the globe
  • Work to build a cohesive team of explorers, looking for the next training course or program to build
  • Manage the governance, timeline, scope, risk, change management, resourcing, reporting and financials of any new and inflight programs
  • Continuously improve training offerings and processes by monitoring and evaluating program through feedback and evaluation. 
  • Work with the team to contribute to the Expert Programs learner community, including the alumni program and outreach efforts.
  • Ensure customer satisfaction throughout the program cycle(s)

Qualifications

To be successful in this role you have:

  • Very strong communication skills with the ability to set appropriate expectations with the Expert Programs team, wider teams and customers.
  • Strong organizational and analytical skills
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder with cross functional teams to work with senior leadership across the business
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to the Expert Programs team, wider teams and customers.
  • Excellent project and program management and organization skills
  • Experience delivering expert training programs for demanding technical organizations is desirable
  • Strong interpersonal and communication skills
  • Ability to work collaboratively with a diverse group of stakeholders
  • Certifications in Curriculum Development, Instructional Design and Coaching would be highly regarded
  • Current knowledge of effective learning and development methods including understanding of training trends and best practices
  • An understanding of diverse learning needs which vary across countries, regions and business units
  • A creative perspective and eye for detail
  • A resourceful “roll up your sleeves and get things done” mentality

Additional Information

ServiceNow is an Equal Employment 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.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I’m so proud of the way ServiceNow has continued to evolve as an employer who takes care of their people. We have generous parental leave; benefits to support our physical, emotional, and financial wellbeing; an incredibly supportive community; and a culture of trust that manifests in how we work.

Jaime

Vice President and Global Head, Talent Brand

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What’s the vibe like in the office?

ServiceNow has always been a place where we work really hard, but we play hard. We like each other, and I can honestly say that in 11 and a half years, I have never once had a single colleague say to me, “That's not my job.” Everyone jumps in and is supportive. I've never had that experience working for another company.

Suzanne

Principal Training and Adoption Lead

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Employee resource groups
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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