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ServiceNow · 1 day ago

Senior Programs Manager, Government and Workforce-Skilling

Santa Clara, CA

Full-time

Hybrid

Senior Level, Lead/Staff

$163K/yr - $285K/yr

8+ years exp

ServiceNow is a global market leader in AI-enhanced technology, seeking a Senior Program Manager to lead government and large workforce-skilling initiatives across the Americas. This role involves strategic program leadership, stakeholder management, and the design of impactful training programs to prepare individuals for high-demand roles within the ServiceNow ecosystem.

Business Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS

Growth Opportunities

Responsibilities

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

Qualification

AI integrationGovernment-funded programsChange enablementTraining content deliveryMicrosoft OfficeLearning design toolsServiceNow AI PlatformStakeholder managementProject management certificationCommunication skillsCollaborationAdaptabilityMentoring

Required

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