Principal Skilling and Adoption Lead, ServiceNow University Government Programs

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 ServiceNow Customer Acceleration org (part of the Global Learning and Development group) is seeking a Principal Skilling and Adoption Lead to build, deliver, and scale global government skilling programs through ServiceNow University content offerings across the Americas geography. This hybrid execution and evangelism role combines end-to-end program delivery with strategic stakeholder management to meet the growing global demand from governments for AI literacy, reskilling, and digital capability-building. 

You'll lead large-scale, high-volume learning initiatives that package and deliver ServiceNow platform training programs with localization capabilities, while managing the ongoing engagement, reporting, proof of outcomes, and stakeholder relationships that governments increasingly expect. This role creates sustainable career pathways that prepare individuals for both AI Literacy awareness and high-demand roles within the ServiceNow ecosystem. 

What You'll Do: 

End-to-End Program Delivery: 

• Lead large government and workforce skilling programs through their complete lifecycle, managing budgets, complex timelines, and cross-functional stakeholder relationships 
• Oversee content packaging, distribution, access management, rollout orchestration, and completion tracking for high-volume learning programs 
• Design and deliver scalable training and adoption programs featuring content focused on the ServiceNow AI platform and other technologies tailored to diverse learner populations                                                                                 
• Build and curate comprehensive learning assets including instructor-led sessions, eLearning modules, videos, job aids, and documentation targeted to various roles and skill levels 
• Develop and implement user adoption strategies, communications programs, enablement frameworks, and change management initiatives that ensure learner success and employment readiness 
• Manage cohort orchestration and delivery logistics to support programs serving thousands to millions of learners 
• Facilitate components such as instructor-led workshops and leadership training programs where government funding models allow 

Stakeholder Engagement & Government Relationship Work: 

• Build and maintain strategic partnerships with internal account teams, government agencies, workforce development bodies, public funding organizations, and regulatory authorities 
• Advocate for and evangelize ServiceNow University's government offerings across stakeholder networks 
• Qualify opportunities, coordinate handoffs, and work collaboratively with account teams (not a sales role) 
• Advise and collaborate with government partners and training providers on appropriate learning solutions and adoption strategies from the ServiceNow catalog 
• Facilitate workshops (virtually and in-person) to ensure stakeholder alignment, gather content requirements, and drive engagement 

Program Outcomes & Impact Measurement: 

• Own and report on program outcomes including enrollment, completion rates, certification attainment, employment outcomes, and customer satisfaction 
• Develop ROI frameworks and impact measurement strategies demonstrating employment outcomes, economic value, and skills development metrics 
• Create and maintain dashboards, status reports, communication plans, training strategies, and measurement frameworks for client-facing and internal stakeholders 
• Support PR amplification efforts highlighting program success and government value proposition  
• Conduct program evaluations, implement continuous improvement initiatives, and share best practices across the global workforce development network 

Additional Responsibilities: 

• Oversee technology platforms (LMS, CRM, reporting dashboards) supporting program delivery and performance tracking 
• Mentor and lead as necessary Project Managers, coordinators, training specialists and adoption leads involved in projects 
• Foster a culture of innovation, inclusion, and learner-centricity 
• Contribute to t