Program Lead, Transformation & Enablement

ServiceNow; Telangana; Hybrid; INR 2,400,000 - 4,800,000; Full time

Job summary

ServiceNow seeks a Program Lead for Transformation & Enablement within Global People Operations & Service Delivery. You will enable the Service Delivery team to operate at an elite level, building scalable resources and a governance framework across regions and PECs.

You will drive AI-enabled enablement, program design, and platform adoption, delivering onboarding, training strategies, and governance to ensure consistent, high-quality delivery globally.

Qualifications

• 1-2 years’ experience developing or maintaining formal process documentation and performing process audits.
• 2+ years of demonstrated success managing cross-functional stakeholder relationships, up to executive level.
• 2+ years of designing and delivering enablement materials to global audiences.
• 2-4 years’ experience in HR operations or supporting multiple concurrent HR projects.
• Citizen Development certification.
• Strong knowledge of enterprise AI technologies (e.g. Copilot, Claude, Moveworks).

Responsibilities

• Own new-hire onboarding program for global PECs, applying instructional design and program management practices.
• Advance development and launch advisor readiness application on the ServiceNow platform.
• Design and execute a global training strategy across the employee lifecycle.
• Incorporate AI into enablement program design and delivery to accelerate content creation and onboarding paths.
• Run monthly quality audit program and drive improvement recommendations for PEC leadership.
• Leverage data to surface service delivery improvements and drive measurable gains.
• Evolve onboarding and governance for leadership readiness and skill development pathways.
• Identify and drive RPA use cases to automate tasks and reporting.

Skills

AI in workflows

Program management

Cross-functional leadership

Stakeholder management

Process documentation

Education

Bachelor's degree or equivalent

Tools

ServiceNow platform

Citizen Development

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job 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 onLife at Now blogandhear from our employeesabout their experiences working at ServiceNow.

What you get to do in this role:

OurService Deliveryteam makesthe world of work, work better for our employees. Using our own technology, we deliver an engaging employee experience, providing support to employees and managers across 27 countries. Partnering closely with ourGlobal People stakeholdersand Centers of Excellence,we create a strongand effective cross‑functional team. We learn from our employees’ interactions with us,and constantly evolve and enhancevalue.

As aProgramLeadfor the Transformation & Enablement teamwithintheGlobal PeopleOperations & Service Delivery(HR Ops)organization, youwillenabletheService Deliveryteamto execute at anelitelevel. You willdriverigor,discipline, and governanceacross multiple operating rhythms,with a specific focus onadvisor readiness andconsistentservice quality.You willleverage the ServiceNow AI platform to develop aprogrammaticapproach toenablement, buildingscalable,lastingresources to support enterprise initiatives, as well asown the training strategy for ourglobalPeople Enablement Centers (PECs).This role sits at the intersection of program design, ServiceNow platformadoption, and AItechnology— building the systems and infrastructure thatallowdelivery centerstoramp faster, perform more consistently, and scale skill development globally.

Key responsibilities:

• Ownnew-hire onboarding program forglobalPECs, applying industry-benchmarked instructional design and program management practices to reduce time-to-competency and improveskillingconsistency at scale.

• Advance developmentand launchouradvisor readiness application, partnering with operations and technical teams to capture, track, and report on training progress in a governance-ready, auditable system, built on the ServiceNow platform.

• Design andexecutea global training strategy supporting processes across the full employee lifecycle, in partnership with PEC management — sequence and refresh a calendar-year curriculum that can be adapted to ongoing process optimization, journey types, and geographies.

• Thoughtfully and organically build AI into enablement program design and delivery — identifying where AI-powered tools can accelerate content creation, customize onboarding paths, automate quality checks, or surface early-warning signals in training data.

• Run the recurring monthly quality audit program, proactively coordinating with auditors to ensure timely completion, and translating findings into qualified improvement recommendations for PEC leadership and measurable delivery center performance gains. Maintain and drive enhancements to our auditprocess andapplication as needed.

• Leveragedata andapplications to proactively surface service delivery improvement opportunities, partner with operations leaders to diagnose bottlenecks, and drive measurable performance gains across PECs through targeted enablement and capability-building initiatives.

• Reimagine enablement for business continuity and leadership readiness—evolvingofferings intoskill development pathways forenterprise proficiencies, such asorganizational resilience, effective prioritization, and autonomous, data-driven insights and decision-making.

• Partner with Sr. Manager, T&E and DT team to identify and drive Robotic Process Automation (RPA) use case development to automate manual operationaltasks andreporting

• Bring perspective on how to structure and evolve onboarding, governance, and skill-scaling programs, adapting proven practices to Operations & Service Delivery’s operating model.

What are we looking for:

To excel in this role, you should demonstrate the following:

• High autonomy and comfort operating with ambiguity, translating strategic priorities into structured, executable programs.

• Proven experiencemanaging multiple concurrent, cross-functional initiatives independently.Effectiveprioritizationwith minimal direction andproviding updatesproactively.

• Practical experience applying AIcapabilitiesto content creationor operational enablement.

• Hands‑on familiarity with the ServiceNowAIplatformand proficiency in Citizen Development— able to design workflows and systems that work withinthe platform, notoutsideit.

• Strongoperationsbackground,with specific fluencyintraining andprocessgovernance.

• Experience performing or supporting process reviews and audits

• Comfort interpreting operational data to identify trends and opportunities.

• Excellent relationship-building skills, with experience partnering across regionsandbusiness units toward adefined,shared outcome.You are known to accelerate alignment.

Qualifications

Required Qualifications:

• 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.

• 1-2 years’ experience developing or maintaining formal process documentation and performing process audits

• 2+ years of demonstrated success managing cross-functional stakeholder relationships, up to executive level

• 2+ years of practical experience designing and/or delivering enablement materials (e.g. live training, process maps, Standard Operating Procedures, work instructions, training presentations) to global audiences

• 2-4years’ experience in HR operationsorsupportingmultiple concurrent,complexHRprojects in a matrixed environment

• Citizen Development certification

• Strong knowledge of enterprise-approved AI technologies (e.g. Copilot, Claude, and Moveworks)

PreferredQualifications:

• Previous experiencein an HR Shared Services role

• Dedicatedprogram management experience (responsible for end-to-end program delivery)

• StrongAI prompting skills

Citizen Development proficiency (developed and/or launched one or more scoped applicationson the ServiceNow AI platform)

Experience working in a fast-paced, dynamic environment, including in support ofShared Services

• Bachelor’s degree or equivalent experience

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [e-mail] 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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