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Expert Programs Senior Delivery Manager-ServiceNow Implementation

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description


Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.


The Expert Programs team develops and delivers the Certified Technical Architect and Certified Master Architect programs, the pinnacle of ServiceNow’s certification offerings. These cohort style programs offer the most advanced members of the ServiceNow ecosystem the opportunity to become a certified architect, a trusted technical advisor and valued partner who has mastered strategy, design, architecture and governance.


The Senior Delivery Manager – Expert Programs owns the coordination and management of the Certified Architect programs offered by ServiceNow. Expert Programs Delivery Managers take a vested interest in the professional growth and success of each member of their Architect program cohort by ensuring a world-class learning experience. This role requires a deep understanding of the ServiceNow architect persona. Delivery Managers use their experience and expertise to guide learners to discover creative and scalable solutions that achieve superior outcomes. This requires professionals who are agile, creative, have exceptional organizational and program management skills, and who demonstrate confidence and command engagement.

What you get to do in this role:

· Serve as the Delivery Manager for ServiceNow’s Expert Programs, including the Certified Technical Architect or Certified Master Architect programs which includes, but is not limited to:

o Assessing and approving program candidates

o Managing participation and student progress

o Leading or directing discussions towards program objectives

o Evaluating student progress and providing effective coaching as needed

o Recruiting Final Board Exam or Capstone panelists/reviewers

o Reviewing final exam scores and feedback to ensure objectivity and behavioral focus suggested improvements

· Provide effective, objective, behavior-based coaching to expediate student growth

· Review and approve or reject maintenance points for CMA alumni

· Gather, assess and report on program metrics

· Coordinate with and market to internal experts and stakeholders

· Work with the content creation team in creating effective and engaging materials to meet learning objectives

· Identify opportunities for improvement and drive improvement initiatives to completion

· Contribute to the creation of educational content for Expert Programs Alumni

· Support the professional development of others through means of mentoring

· Ensure equity, fairness, and inclusivity for all programs



In order to be successful in this role, we need someone who has:

· 12+ years managing multiple large programs/projects, in enterprise environments; or equivalent education/experience

· 5+ years’ experience across a variety of applications within the ServiceNow platform

· 3+ years’ experience directly engaged in ServiceNow implementations

· Excellent project and program management and organization skills

· Experience facilitating training or mentorship in demanding technical organizations

· Experience consulting or coaching in one-on-one or in groups, a plus

· Strong interpersonal and communication skills

· Ability to work collaboratively with a diverse group of stakeholders

· Current knowledge of effective learning and development methods including understanding of training trends and best practices

· An understanding and respect of diverse learning needs and communication styles which vary across countries, regions and business units

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.


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