Senior Programs Manager, Government and Workforce-Skilling

ServiceNow•Santa Clara, CA

1d•$162,600 - $284,600•Remote

About The Position

The ServiceNow Customer Acceleration org (part of the Global Learning and Development group) is seeking a Senior Program Manager to lead government- and large workforce-skilling initiatives across the Americas geography, combining strategic program leadership, stakeholder management with content curation expertise. You'll build partnerships with public sector agencies, design impactful ServiceNow platform training programs, and create sustainable career pathways that prepare individuals for both AI Literacy awareness and high-demand roles within the ServiceNow ecosystem.

Requirements

A collaborative mindset with strong accountability for team and stakeholder success
Proven ability to influence and advise senior stakeholders by presenting well-rounded options and providing strategic thought leadership
Exceptional communication skills across diverse audiences—from government officials to entry-level learners
Passion for skills development, social impact, and the ServiceNow AI Platform
Adaptability and creativity with a track record of delivering high-quality results under tight deadlines and in evolving environments
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; Master's degree preferred

Nice To Haves

Hands-on experience with ServiceNow AI Platform, ITSM solutions, or the ServiceNow product suite
Knowledge of ServiceNow certification paths, partner ecosystem, and customer landscape
Background in public-private partnerships and workforce development policy
PMP, PgMP, or equivalent program/project management certification

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