Delivery Manager

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
ServiceNow University is empowering individuals in the ServiceNow ecosystem to develop the skills for an AI-driven world. The role of a ServiceNow University (SNU) Skills Consultant oversee customer-skilling programs and ensure effective learning outcomes, maximizing the value of their ServiceNow product investments. SNU Consultants are the GLD education experts and are expected to stay current on all SNU offerings in training resources and services, delivering effective and well-conceived skilling solutions for customers. The Senior SNU Skills Consultant is the regional expert in enabling the sales team to achieve regional learner targets and training bookings attainment. They are responsible for overseeing the overall training health of Marquee Customers and advocating for the adoption and implementation of all SNU offerings. They work both directly with customers and internal ServiceNow stakeholders to execute learner targets by driving awareness, engagement, and facilitation of delivery.
The team plays a key role in evangelizing and communicating the benefits of ServiceNow University to the different ServiceNow departments and stakeholders so they can ensure that SNU is widely embraced during its launch. The Senior SNU Skills Consultant will also be familiar with the pillars of COEI and organizational change management practices to foster successful SNU adoption.
What you get to do in this role:

• Oversee the learner target and development of an assigned region or vertical by collaborating with local account teams and their leaders to promote the SNU platform, content, and overall GLD learning supply chain - assisting them in driving SNU Training Services and achieving their booking goals.
• KPIs are based around learner journey adoption metrics, tracked as active learners within the SNU platform, regional sales attainment, and demonstrable growth of SN Certified/Credentialled individuals within the allocated regional/accounts ecosystem.
• Establish SNU presence within the assigned region by attending account team meetings, QBRs and other events. Strategize with regional sales leadership about Marquee customer solutions and outline key account training strategies and action plans to ensure demonstrable, successful learning outcomes.
• Advocate for, and recommend other SNU specialists and business units within the regional community (e.g. SNU delivery partnerships, academic partnerships, and placement partners) as appropriate, to enhance adoption capabilities
• Develop and deliver formal training consultations for select ServiceNow accounts in collaboration with customer success squads to assist customers in maximizing their training investments. This will include:
• Conducting account research such as utilizing the ServiceNow platform to generate reports on training and financial data.
• Advising on the complete ServiceNow University Training catalog and platform portfolio.
• Providing and monitoring training adoption plans based on customer requirements and introducing new or expanded offerings.
• The Senior SNU Skills Consultant will serve as a mentor to other team members, potentially assume leadership roles, and possess extensive experience in specific functional areas. This senior consultant role will maintain strong relationships with Product Management and other departments within GLD, as they will lead assigned projects with internal GTM teams to develop scalable strategies that will impact the overall execution of services.
• Travel up to 10-15% (worldwide) per year for occasional conferences & events.

Qualifications
To be successful in this role you have:

• 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.
• Knowledge and hands on experience selling and implementing ServiceNow training solutions or similar preferred.
• 5 years minimum account management, sales or solution consultant experience at an enterprise level
• Current Certified System Administrator (CSA) or other ServiceNow certifications preferred.
• Consultative sales expertise, with a proven ability to align platform capabilities with client challenges to drive measurable business outcomes with a commitment to professional development & becoming an SNU Expert in the field.
• Exceptional communication and presentation skills, with experience engaging with C-level decision-makers across industries.
• Experience in Change Management or training program management at an Enterprise level.
• Proven experience effectively developing learning proposals/strategies for Enterprise-level organizations.
• Strong working knowledge of MS Office applications, especially Microsoft PowerPoint and Excel, with demonstrated ability to create customer-facing proposals.
• A proven ability to consolidate and interpret technical information and translate it in a meaningful way for key stakeholders.
• Experience incorporating analysis and reporting into programs.
• Strong executive presence and presentation skills at an Enterprise level.
• A focus on succeeding as a team and a customer-first mindset.

JV20
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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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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