[Hiring] Technical Readiness & Communities Director @ServiceNow

Role Description

ServiceNow is standing up a dedicated Communities of Practice function within the Customer Excellence Group (CEG). This function is designed to multiply expertise across 3,400+ practitioners worldwide. The Director, Community of Practice will own the strategy, design, and day-to-day operation of this community ecosystem, scaling AI and technical readiness across every GEO and every customer-facing role.

This role sits at the convergence of three disciplines - readiness, content standardization, and communities and serves as the amplification layer in the PD&I Readiness Engine. Product experts earn hard-won lessons in the field; the readiness team packages them; you multiply them across CEG so expertise is scaled.

You will report to the Director of Technical Readiness and partner closely with GEO leadership, Product, Engineering, and ServiceNow University to build something CEG has never had: a self-sustaining, accountable system for scaling practitioner expertise at speed.

Key Responsibilities

• Community strategy and governance:
  • 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) that keep each community healthy, productive, and self-sustaining over time.
  • Establish community health dashboards with leading and lagging indicators.
• Practitioner engagement and relationship building:
  • Recruit, develop, and support GEO Community Practice Leaders.
  • Cultivate a global network of practitioner champions.
  • Build trusted partnerships across GEO leaders, Product leadership, and PD&I.
  • Partner with the Director, CEG Role & Org Excellence to ensure community programming reflects current role mandates.
  • Maintain an active feedback loop so field lessons flow back to Product.
• AI readiness and technical enablement at scale:
  • Embed AI adoption frameworks, use cases, and best practices into every community channel.
  • 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 AI developments across the industry.
• Content and knowledge amplification:
  • Operate the fan-out layer of the readiness engine.
  • 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.
• Community adoption and behavior change:
  • Partner with the Director of CEG Field Readiness to lead the adoption and behavior change.
  • Build the executive narrative that makes the value of communities visible and repeatable.
  • Present community strategy, progress, and impact to SVP/VP-level audiences.
  • Champion a culture where peer-led learning is valued alongside formal training.
• Measurement and continuous improvement:
  • Define and track metrics across four dimensions.
  • Run quarterly capability reviews with skills gap analysis.
  • Report monthly on community health and scale what works.

Qualifications

• 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.
• Demonstrated success building community programs from scratch in large, matrixed organizations.
• 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.

Requirements

• Experience building technical certification programs.
• Experience at a top-tier enterprise technology company (SaaS, cloud, platform).
• Familiarity with ServiceNow products, the Now Platform, or the ServiceNow ecosystem.
• Experience with AI-powered enablement tools.
• Certifications or formal training in change management or community management.
• Experience operating hub-and-spoke enablement models across global GEOs.
• Degree in organizational development, learning science, business administration, or a related field.

Benefits

• This role supports a flexible work persona.
• ServiceNow offers flexibility in how and where work is performed.
• This position may be based in a ServiceNow hub office or work remotely, with periodic travel to GEO locations and ServiceNow events (estimated 15–20% travel).

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention.

Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.