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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.
The Senior Director of Learning Strategy will serve as the strategic architect of ServiceNow University transformation and enterprise learning excellence, operating as the chief storyteller and vision owner for our comprehensive learning ecosystem evolution. This role combines deep learning and development strategy expertise with skills translation capabilities to create compelling learning visions that drive organizational capability building at scale.
Operating within Global Learning and Development, you will craft and champion the ServiceNow University transformation story while establishing yourself as the Learning Strategy Center of Excellence - the strategic engine that powers workforce capability development through innovative learning solutions. You will create the strategic frameworks and methodologies that enable learning teams, business leaders, and talent partners to drive transformation through comprehensive learning strategy.
This position requires a strategic storyteller who can articulate the "why" and "what" of learning transformation while positioning ServiceNow University as the key delivery mechanism for comprehensive capability strategy. As the narrator of our learning and capability development journey, you will translate high-level business strategies into compelling learning visions and practical frameworks that enable others to execute transformation across all business functions.
Key Responsibilities:
Strategic Learning Vision & ServiceNow University Leadership:
• Learning Strategy Ownership: Own and articulate the comprehensive strategy for ServiceNow University transformation, serving as the primary narrator of our learning evolution story. Create compelling visions that connect business strategy to learning outcomes.
• L&D Strategy Architecture: Design long-term learning strategies that position ServiceNow University as the engine for organizational capability building. Develop strategic frameworks that integrate capability insights with learning innovation.
Learning Intelligence & Capability Translation:
• Learning Strategy Engine: Establish and guide strategic learning frameworks that translate workforce capability insights into actionable learning strategies. Partner with workforce planning teams to understand capability requirements and translate them into learning solutions.
• Strategic Capability Translation: Convert workforce insights and business requirements into compelling learning strategies and business cases. Collaborate with workforce planning and analytics teams to understand capability needs while focusing on translating those insights into learning recommendations.
Enterprise Learning Strategy & Framework Development:
• L&D Program Development Frameworks: Create standardized methodologies that enable L&D teams to consistently design and deliver high-quality learning initiatives that address identified capability gaps across diverse business contexts.
• Learning Program Development Tools: Design frameworks that enable learning teams to translate workforce capability data into actionable learning programs and targeted development interventions.
Cross-Functional Partnership & Strategic Influence:
• Strategic Learning Collaboration: Partner closely with workforce planning teams to ensure learning strategies align with and support workforce transformation initiatives. Serve as the learning strategy liaison to workforce planning, organizational design, and business transformation efforts.
• Learning Strategy Consultation: Serve as the primary strategic advisor on ServiceNow University transformation and learning strategy, providing expertise to peer teams, leadership, and business stakeholders.
Innovation and Learning Technology Integration:
• Learning Architecture Definition: Define requirements and strategic direction for learning-related technology platforms while partnering with workforce planning teams who provide capability insights. Design integrated learning architectures that create connections between capability assessment, learning delivery, and workforce development.
• Strategic Learning Analytics: Collaborate closely with workforce planning and analytics teams to define learning data requirements and measurement frameworks that support both capability development and learning strategy.
Building the Workforce of the Future Through Learning:
• Enterprise Learning Strategy: Partner with HRBPs and workforce planning teams to support capability building initiatives through strategic learning solutions. Provide learning strategy consultation that complements and enables workforce transformation efforts.
• Cross-Functional Learning Transformation: Serve as the enterprise-wide learning strategist for all GP/ServiceNow functions, providing guidance on capability development through learning, strategic talent development, and learning innovation.
Impact Measurement & Continuous Innovation:
• Learning Performance Analytics & ROI: Establish KPIs and success metrics for learning initiatives that support organizational capability building. Develop methods for measuring learning program effectiveness, including ROI analyses and quantifiable business impact assessments.
• Continuous Learning Optimization: Create feedback loops that continuously refine learning approaches based on performance data, capability insights, and evolving business requirements.
• 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.
• 15+ years of experience in learning and development, organizational capability building, or talent strategy with expertise in building learning frameworks across large, complex organizations.
• Proven track record of translating strategic workforce capability requirements into operational learning frameworks that enable consistent execution across multiple business functions.
• Deep experience in learning strategy development, competency-based learning design, and learning analytics with the ability to integrate multiple capability data sources into comprehensive learning insights.
• Strong background in learning and development principles with current knowledge of emerging learning technologies and industry best practices.
• Experience partnering with workforce planning, HRBP, and senior leadership teams to drive large-scale learning and capability development initiatives.
Essential Capabilities:
• Strategic Learning Architecture: Exceptional ability to design comprehensive learning frameworks that translate complex capability requirements into scalable, executable learning solutions across diverse organizational contexts. • Matrix Leadership: Proven expertise in leading through influence and building learning capabilities that enable sustainable change and continuous adaptation.
• Cross-Functional Collaboration: Strong ability to work effectively with diverse stakeholders including workforce planning teams, senior executives, HR leaders, technology teams, and business unit heads.
• Communication Excellence: Outstanding ability to communicate complex learning concepts clearly to diverse audiences and build consensus around learning transformation initiatives.
• Innovation Mindset: Strong passion for emerging learning technologies and innovative approaches to capability development, with the ability to evaluate and implement new learning solutions that drive measurable business results.
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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