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Senior Director, Global L&D Shared Services

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Company Description

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.

Job Description

The Senior Director of Global Learning & Development Shared Services will lead a dynamic team responsible for delivering innovative, data-driven learning, creative services, quality assurance, and communication services. This role is pivotal in simplifying complexity, fostering growth, and driving success globally. The Senior Director will work closely with various departments, including sales enablement and people partners, to support Global Learning and Development across the organization.

(We are seeking candidates located in the Southeastern USA)

Key Responsibilities:

Leadership and Strategy: Provide strategic direction and leadership to the Shared Services team, ensuring alignment with organizational goals and objectives.

AI Innovation: Use cutting edge L&D technology to deliver dynamic learning experiences efficiently.

Team Management: Oversee a team of directors and managers, including Creative Services, Communications & Engagement, Curriculum Design & Development, Quality Assurance and Learning & Development.

Innovation and Efficiency: Drive the development and implementation of innovative solutions to enhance learning experiences, streamline processes, and improve operational efficiency.

Quality Assurance: Ensure consistency and quality standards for training materials and continuously improve processes to reduce issues and enhance the learning experience.

Collaboration: Foster cross-functional collaboration to support business objectives and drive adoption of learning programs and initiatives.

Data-Driven Decisions: Utilize data analytics to identify areas for improvement and implement process improvements to increase efficiency and reduce waste.

Functions Led:

Creative Services:

Overview: The Creative Services team specializes in video production, graphic design, motion design, and animation. They partner with stakeholders across ServiceNow to produce innovative visual content that breaks through the noise and engages the audience.

Impact: Empowering the field with selling and training strategies and inspirational content that motivates them to do their best work.

Communications & Engagement:

Overview: This team creates and executes internal communication strategies and campaigns to increase awareness, engagement, and adoption of programs that empower and inspire ServiceNow customer-facing employees.

Impact: By leveraging creativity, they solve problems and deliver results for stakeholders, creating engaging experiences and reducing noise.

Curriculum Design & Development:

Overview: The Curriculum Design & Development team designs and develops creative, innovative, and impactful human-centered learning experiences. They collaborate with leadership, stakeholders, and subject matter experts to bridge seller behavior gaps and develop engaging learning assets.

Impact: They drive improvements in sales performance by creating tailored, human-centered learning experiences that empower sales teams to close behavior gaps, increase engagement, and achieve faster, more effective sales outcomes.

Quality Assurance:

Overview: The QA team ensures all learning content meets standards and guidelines including brand, design and accessibility.

Impact: Improves overall quality of content for learners and ensures proper functionality and experience in ServiceNow University. The team plays a key role in reducing the number of issues and improving time to resolution.

Employee Learning & Development:

Overview: The Learning & Development team supports all L&D initiatives for Talent Development by performing needs assessments, building role-specific competencies, developing engaging learning materials with SMEs, and offering end-to-end learning solutions.

Impact: Their work focuses on enhancing employee performance by developing customized, people-centric learning experiences that empower teams to address behavioral gaps, boost engagement, and deliver faster, more efficient results.

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.
10+ years’ experience in a senior leadership role within a learning and development function.
10+ years’ experience in Learning and Development, with a clear career progression in roles focused on instructional design, curriculum development, training delivery, or learning strategy within a corporate or enterprise environment.
Bachelor’s degree in Instructional Design, Education Technology, Cognitive Science, I/O Psychology or related field.
Demonstrated experience defining and executing Learning and Development strategies that address complex problems, such as scaling global training programs, enhancing content quality and improving learner engagement through innovative curriculum design and delivery methods.
Excellent communication, collaboration and interpersonal skills.
Ability to lead and inspire a diverse team.
Experience analyzing data to measure learning effectiveness, identify gaps, and drive continuous improvement.
Expertise in process improvement methodologies (e.g. Lean, Six Sigma).
Knowledge of learning management systems and instructional design principles.
Vendor Management.

Preferred Qualifications:

Experience in a global software technology organization.
Advanced degree in a related field.
Certification in project management or process improvement (e.g., PMP, Six Sigma).

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!

Additional Information

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.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

Approve of CEO

Average salary estimate

$175000 / YEARLY (est.)

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$150000K

$200000K

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What You Should Know About Senior Director, Global L&D Shared Services, ServiceNow

Are you ready to take the reins as the Senior Director of Global Learning & Development Shared Services at ServiceNow? Here in sunny Orlando, Florida, you will lead a vibrant team dedicated to delivering innovative, data-driven learning experiences and creative services that empower our employees and drive organizational success. Your mission, should you choose to accept it, involves collaborating closely with departments like sales enablement and people partners to streamline our global learning efforts. With over 10 years of experience in learning and development and a knack for leveraging emerging technologies such as AI to enhance training materials, you will provide strategic direction and inspire a team of directors and managers across diverse functions—from creative services to quality assurance. Together, you’ll implement innovative solutions that not only enhance the learning experience but also drive productivity and engagement among employees. In this fast-paced environment, your exceptional communication skills will shine as you foster cross-functional collaboration, utilize data analytics for continuous improvement, and ensure quality standards are met across all training materials. And let's not forget, your ability to lead and inspire a diverse team will play a crucial role in making ServiceNow not just a workplace, but a community where everyone can thrive and succeed. So, if you have a passion for developing people, and creating modern, engaging learning experiences, this is the opportunity for you!

Frequently Asked Questions (FAQs) for Senior Director, Global L&D Shared Services Role at ServiceNow

What are the responsibilities of a Senior Director of Global Learning & Development Shared Services at ServiceNow?

As the Senior Director of Global Learning & Development Shared Services at ServiceNow, your primary responsibilities include providing strategic direction to the team, managing initiatives that enhance learning experiences, and collaborating with various departments to support learning objectives. You’ll oversee the Creative Services, Curriculum Design, and Quality Assurance functions to ensure high standards and effective delivery of training materials.