Global Learning Prioritization & Operations Senior Manager

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Global Learning Prioritization & Operations Senior Manager plays a critical role in driving and managing the overall learning strategy and operations across internal and external learning needs. This individual is responsible for managing learning intake, demand planning, and prioritization across multiple functional and enterprise initiatives, ensuring that the learning needs of the organization are met efficiently and effectively. Reports to the VP of Learning Business Partners.

Key Responsibilities

Learning Intake and Demand Planning

· Manage the intake process for learning initiatives, ensuring all requests are properly documented and evaluated.

· Collaborate with stakeholders to understand learning needs and prioritize initiatives based on strategic objectives and resource availability.

· Develop and maintain a demand planning system to forecast and manage learning requirements across the organization.

Prioritization of Learning Initiatives

· Establish a framework for prioritizing learning initiatives that align with the organization's strategic goals and objectives.

· Work closely with business leaders and learning partners to ensure high-priority initiatives are adequately resourced and executed.

· Monitor the progress of learning initiatives and adjust priorities as needed to respond to changing business needs.

· Strong project management skills, including the ability to plan, execute, and deliver projects on time and within budget. Proven track record of leading cross-functional teams and driving project success through effective risk management, communication, and stakeholder engagement.

Budget Management

· Assist in the development and management of the learning budget, ensuring alignment with organizational goals and financial constraints.

· Track and report on budget utilization, identifying areas for cost-saving and optimization.

· Collaborate with finance and procurement teams to ensure efficient allocation of resources and adherence to budgetary guidelines.

OKRs (Objectives and Key Results)

· Support the development and tracking of OKRs related to learning and development initiatives.

· Ensure that learning objectives are aligned with overall business goals and measure progress towards achieving key results.

· Provide regular updates on OKR performance and implement corrective actions as needed to stay on track.

Collaboration and Partnerships

· Form strong partnerships with the enterprise learning business partner team and the learning supply ecosystem.

· Facilitate collaboration and communication across different teams to ensure a cohesive approach to learning and development.

· Serve as a key point of contact for internal and external stakeholders, fostering positive relationships and ensuring alignment on learning initiatives.

Stakeholder Management and Influence

· Ability to push back and challenge stakeholders when necessary to ensure the best outcomes for the organization.

· Effectively manage stakeholder expectations and navigate complex organizational dynamics.

· Communicate clearly and persuasively, advocating for the needs and priorities of the learning function.

Impact Metrics and Reporting

· Align impact metrics through the use of AI and dashboards, providing actionable insights into the effectiveness of learning initiatives.

· Develop and maintain a comprehensive reporting system to track and measure the impact of learning programs.

· Utilize data and analytics to continuously improve learning processes and outcomes.

• 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. 
• Bachelor's degree in a related field (e.g., Human Resources, Learning and Development, Business Administration) or equivalent experience.
• Proven experience in learning and development, with a focus on strategic operations and management.
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels of the organization.
• Experience with budget management and financial planning.
• Knowledge of AI and data analytics tools for organizing, prioritizing, measuring and reporting on learning impact.
• Ability to manage multiple priorities and projects in a fast-paced, dynamic environment.

Preferred Qualifications

• Experience working in a large, complex organization with a diverse workforce.
• Certification in project management or a related discipline.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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