Technical Readiness & Communities Director

ServiceNow • Phoenix, AZ

1d • Hybrid

About The Position

ServiceNow is establishing a dedicated Communities of Practice function within the Customer Excellence Group (CEG) to enhance expertise across its global workforce of over 3,400 practitioners. The Director, Community of Practice will be responsible for the strategy, design, and daily management of this community ecosystem, aiming to scale AI and technical readiness across all geographies and customer-facing roles. This position integrates readiness, content standardization, and community management, acting as a key amplifier within the PD&I Readiness Engine. The role involves packaging and scaling expertise gained by product experts in the field to the broader CEG organization. The Director will report to the Director of Technical Readiness and collaborate with GEO leadership, Product, Engineering, and ServiceNow University to create a self-sustaining system for scaling practitioner expertise efficiently. This role is distinct from, but works closely with, the Director, CEG Role & Org Excellence, focusing on the community operating model and how practitioners share expertise within defined roles.

Requirements

• 10+ years of experience in enablement, community management, learning and development, or technical program management in enterprise technology organizations.
• 5+ years leading communities of practice, centers of excellence, or practitioner networks at scale (500+ participants across multiple regions).
• 2+ years of direct experience with AI technologies - either enabling AI adoption across organizations, building AI-powered learning or enablement programs, or leading technical communities focused on AI/ML capabilities.
• Demonstrated success building community programs from scratch in large, matrixed organizations - including defining governance, recruiting volunteer leaders, and sustaining engagement beyond the initial launch.
• Experience presenting strategy and results to VP/SVP-level audiences with measurable business impact.
• Track record of leading change management initiatives that produced durable behavior change - not just awareness campaigns.
• Bachelor’s degree in a relevant field or equivalent professional experience.

Nice To Haves

• Experience building technical certification programs.
• Experience at a top-tier enterprise technology company (SaaS, cloud, platform) in a customer success, professional services, or post-sale organization.
• Familiarity with ServiceNow products, the Now Platform, or the ServiceNow ecosystem.
• Experience with AI-powered enablement tools (e.g., conversation intelligence, AI coaching simulations, adaptive learning platforms).
• Certifications or formal training in change management (Prosci, ADKAR) or community management (CMX, Community Roundtable).
• Experience operating hub-and-spoke enablement models across global GEOs.
• Degree in organizational development, learning science, business administration, or a related field.

Responsibilities

• Define the community operating model, charter, and success metrics for all communities of practice across CEG.
• Design and implement community types mapped to certification roles/personas.
• Build the cadence, rituals, and contribution mechanisms (community governance) to maintain healthy, productive, and self-sustaining communities.
• Establish community health dashboards with key performance indicators.
• Recruit, develop, and support GEO Community Practice Leaders.
• Cultivate a global network of practitioner champions to co-author best practices and peer-review technical readiness.
• Build trusted partnerships with GEO leaders, Product leadership, and PD&I.
• Partner with the Director, CEG Role & Org Excellence to align community programming with evolving role mandates and competency frameworks.
• Maintain an active feedback loop for field lessons to inform Product development.
• Embed AI adoption frameworks, use cases, and best practices into community channels.
• Partner with AI architects and the Product Excellence team to translate technical complexity into community-ready content.
• Leverage AI-powered tools to scale community operations.
• Stay current with industry AI developments and integrate external perspectives into community programming.
• Operate the fan-out layer of the readiness engine, distributing packaged expertise through communities.
• Coordinate with the Content Standardization Lead to ensure community-generated content meets quality standards.
• Contribute to the repository and discovery mechanisms for community-sourced learning assets.
• Partner with the Director of CEG Field Readiness to lead adoption and behavior change for communities of practice.
• Build the executive narrative to demonstrate the value of communities.
• Present community strategy, progress, and impact to senior leadership.
• Champion a culture of peer-led learning.
• Define and track metrics across learning, engagement, business impact, and community sustainability.
• Run quarterly capability reviews with skills gap analysis.
• Report monthly on community health and scale successful initiatives.

Benefits

• Flexibility in how and where work is performed.
• Periodic travel to GEO locations and ServiceNow events (estimated 15–20% travel).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior