Senior Programs Manager, Government and Workforce-Skilling

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 — Service Now 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.

The Service Now Customer Acceleration org (part of the Global Learning and Development group) is seeking a Senior Program Manager to lead government- and large workforce-skilling initiatives across the Americas geography, combining strategic program leadership, stakeholder management with content curation expertise. You''ll build partnerships with public sector agencies, design impactful Service Now platform training programs, and create sustainable career pathways that prepare individuals for both AI Literacy awareness and high-demand roles within the Service Now ecosystem.

• Lead large government and workforce-skilling programs end-to-end, managing budgets, complex timelines, and cross-functional stakeholder relationships
• Build and maintain strategic partnerships within internal and external government teams, workforce development agencies, public funding bodies, and regulatory authorities
• Represent Service Now University in support of company responses for Government funding and program RFP, ensuring compliance with funding agreements and reporting obligations
• Develop ROI frameworks and impact measurement strategies demonstrating employment outcomes, economic value, and skills development metrics
• Design and deliver scalable training programs focused on the Service Now 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
• Advise and collaborate with government partners and training providers on appropriate learning solutions and adoption strategies from the Service Now catalog
• Facilitate workshops (virtually and in-person) to ensure stakeholder alignment, gather content requirements, and drive engagement
• Manage client-facing and internal deliverables including project plans, status reports, communication plans, training strategies, and measurement frameworks
• Develop and implement user adoption strategies and change enablement frameworks that ensure learner success and employment readiness
• Oversee technology platforms (LMS, CRM, reporting dashboards) supporting program delivery and performance tracking
• Monitor KPIs including enrollment, completion rates, certification attainment, employment outcomes, and customer satisfaction
• Conduct program evaluations, implement continuous improvement initiatives, and share best practices across the global workforce development network
• Mentor and lead as necessary Project Managers, coordinators, and training specialists involved in projects
• Foster a culture of innovation, inclusion, and learner-centricity
• Contribute to the development and enhancement of existing and new Service Now University development offerings
• Travel:
  Up to 40% domestically and internationally as needed

• A collaborative mindset with strong accountability for team and stakeholder success
• Proven ability to influence and advise senior stakeholders by presenting well-rounded options and providing strategic thought leadership
• Exceptional communication skills across diverse audiences—from government officials to entry-level learners
• Passion for skills development, social impact, and the Service Now AI Platform
• Adaptability and creativity with a track record of delivering high-quality results under tight deadlines and in evolving environments

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work…