Senior Director, Global L&D Shared Services

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 performa