Technical Readiness & Communities Director

ServiceNow • Phoenix, AZ

14h • Hybrid

About The Position

ServiceNow is establishing a dedicated Communities of Practice function within the Customer Excellence Group (CEG) to scale AI and technical readiness across its global practitioner base. This role will lead the strategy, design, and operation of this community ecosystem, acting as a key amplification layer within the Product Delivery & Innovation (PD&I) Readiness Engine. The Director will be responsible for packaging and multiplying expertise gained by product experts in the field, ensuring it is scaled across CEG. This position reports to the Director of Technical Readiness and collaborates with GEO leadership, Product, Engineering, and ServiceNow University to create a self-sustaining system for scaling practitioner expertise.

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, building AI-powered learning 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.
• 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.
• 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 within CEG, focusing on practitioner engagement and knowledge sharing.
• Design and implement community types aligned with certification roles/personas, establishing governance, cadence, and contribution mechanisms for healthy, productive, and self-sustaining communities.
• Establish community health dashboards with key performance indicators such as participation rates, content contribution velocity, certification correlation, and practitioner engagement scores.
• Recruit, develop, and support GEO Community Practice Leaders, dedicating approximately two days per month to community leadership.
• Cultivate a global network of practitioner champions to co-author best practices, peer-review technical readiness, and serve as feedback loop chairs.
• Build trusted partnerships with GEO leaders, Product leadership, and PD&I to ensure communities are co-owned.
• 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 and future releases.
• Embed AI adoption frameworks, use cases, and best practices into community channels, making AI readiness an integral part of practitioner workflow.
• Partner with AI architects and the Product Excellence team to translate technical complexity into community-ready content, including adoption frameworks, playbooks, and implementation patterns.
• Leverage AI-powered tools to scale community operations efficiently.
• Stay current with industry AI developments and incorporate 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 initiatives for communities of practice.
• Build an executive narrative highlighting the value of communities and linking community health to business outcomes.
• Present community strategy, progress, and impact to senior leadership.
• Champion a culture that values peer-led learning alongside formal training.
• Define and track metrics across learning, engagement, business impact, and community sustainability.
• Run quarterly capability reviews with skills gap analysis to ensure programming stays ahead of role evolution.
• Report monthly on community health and make necessary adjustments to 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