Program Lead, Transformation & Enablement

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
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What you get to do in this role:
Our Service Delivery team makes the world of work, work better for our employees. Using our own technology, we deliver an engaging employee experience, providing support to employees and managers across 27 countries. Partnering closely with our Global People stakeholders and Centers of Excellence, we create a strong and effective cross-functional team. We learn from our employees’ interactions with us, and constantly evolve and enhance value.
As a Program Lead for the Transformation & Enablement team within the Global People Operations & Service Delivery (HR Ops) organization, you will enable the Service Delivery team to execute at an elite level. You will drive rigor, discipline, and governance across multiple operating rhythms, with a specific focus on advisor readiness and consistent service quality. You will leverage the ServiceNow AI platform to develop a programmatic approach to enablement, building scalable, lasting resources to support enterprise initiatives, as well as own the training strategy for our global People Enablement Centers (PECs). This role sits at the intersection of program design, ServiceNow platform adoption, and AI technology — building the systems and infrastructure that allow delivery centers to ramp faster, perform more consistently, and scale skill development globally.
Key responsibilities:
Own new-hire onboarding program for global PECs, applying industry-benchmarked instructional design and program management practices to reduce time-to-competency and improve skilling consistency at scale.
Advance development and launch our advisor readiness application, partnering with operations and technical teams to capture, track, and report on training progress in a governance-ready, auditable system, built on the ServiceNow platform.
Design and execute a global training strategy supporting processes across the full employee lifecycle, in partnership with PEC management — sequence and refresh a calendar-year curriculum that can be adapted to ongoing process optimization, journey types, and geographies.
Thoughtfully and organically build AI into enablement program design and delivery — identifying where AI-powered tools can accelerate content creation, customize onboarding paths, automate quality checks, or surface early-warning signals in training data.
Run the recurring monthly quality audit program, proactively coordinating with auditors to ensure timely completion, and translating findings into qualified improvement recommendations for PEC leadership and measurable delivery center performance gains. Maintain and drive enhancements to our audit process and application as needed.
Leverage data and applications to proactively surface service delivery improvement opportunities, partner with operations leaders to diagnose bottlenecks, and drive measurable performance gains across PECs through targeted enablement and capability-building initiatives.
Reimagine enablement for business continuity and leadership readiness—evolving offerings into skill development pathways for enterprise proficiencies, such as organizational resilience, effective prioritization, and autonomous, data-driven insights and decision-making.
Partner with Sr. Manager, T&E and DT team to identify and drive Robotic Process Automation (RPA) use case development to automate manual operational tasks and reporting
Bring perspective on how to structure and evolve onboarding, governance, and skill-scaling programs, adapting proven practices to Operations & Service Delivery’s operating model.
What are we looking for:
To excel in this role, you should demonstrate the following:
High autonomy and comfort operating with ambiguity, translating strategic priorities into structured, executable programs.
Proven experience managing multiple concurrent, cross-functional initiatives independently. Effective prioritization with minimal direction and providing updates proactively.
Practical experience applying AI capabilities to content creation or operational enablement.
Hands-on familiarity with the ServiceNow AI platform and proficiency in Citizen Development — able to design workflows and systems that work within the platform, not outside it.
Strong operations background, with specific fluency in training and process governance.
Experience performing or supporting process reviews and audits
Comfort interpreting operational data to identify trends and opportunities.
Excellent relationship-building skills, with experience partnering across regions and business units toward a defined, shared outcome. You are known to accelerate alignment.
Required Qualifications:
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.
1-2 years’ experience developing or maintaining formal process documentation and performing process audits
2+ years of demonstrated success managing cross-functional stakeholder relationships, up to executive level
2+ years of practical experience designing and/or delivering enablement materials (e.g. live training, process maps, Standard Operating Procedures, work instructions, training presentations) to global audiences
2-4 years’ experience in HR operations or supporting multiple concurrent, complex HR projects in a matrixed environment
Citizen Development certification
Strong knowledge of enterprise-approved AI technologies (e.g. Copilot, Claude, and Moveworks)
Preferred Qualifications:
Previous experience in an HR Shared Services role
Dedicated program management experience (responsible for end-to-end program delivery)
Strong AI prompting skills
Citizen Development proficiency (developed and/or launched one or more scoped applications on the ServiceNow AI platform)
Experience working in a fast-paced, dynamic environment, including in support of Shared Services
Bachelor’s degree or equivalent experience

Employment type
Full-time

Work arrangement
Hybrid