Technical Readiness & Communities Director

About the role

The Director, Technical Readiness & Communities of Practice will own the end-to-end strategy, design, and daily operation of the ServiceNow Communities of Practice ecosystem, amplifying expertise across more than 3,400 practitioners worldwide. This role will embed AI adoption frameworks and best practices directly into practitioner workflows, making AI readiness a natural part of the daily work rather than a separate training event. You will recruit, develop, and support practitioner-facing Community Practice Leaders to ensure regional voices are heard and field insights flow reliably back into product thinking. The position sits at the intersection of readiness, content standardization, and community engagement, serving as the amplification layer within the PD&I Readiness Engine. You will translate complex AI and technical concepts into community-ready content, including playbooks, executive briefings, and implementation patterns for a global audience. This role will define the competency framework for community members and ensure that community programming evolves as role mandates and organizational design shift over time. You will present community strategy and impact to SVP and VP-level audiences, building the narrative that links community health to certification rates, time-to-proficiency, customer outcomes, and revenue impact.

Key facts

What you'll do

Design the community operating model, charter, and success metrics for all communities of practice across the Customer Excellence Group, focusing on how practitioners engage and share expertise rather than on organizational reporting lines.

Define and implement multiple community types aligned to certification roles and personas, ensuring each community has a clear purpose, governance, and contribution model.

Build sustainable cadence, rituals, and contribution mechanisms that keep communities healthy, productive, and self-sustaining over time.

Establish community health dashboards with leading and lagging indicators, including participation rates, content contribution velocity, certification correlation, and practitioner engagement scores.

Recruit, develop, and support GEO Community Practice Leaders-practitioner-facing roles distinct from GEO Business Leads-who dedicate approximately two days per month to community leadership at the regional level.

Build trusted partnerships with GEO leaders, Product leadership, and PD&I to ensure communities are co-owned rather than centrally imposed and reflect current role mandates and competencies.

Partner with the Director, CEG Role & Org Excellence to ensure community programming stays aligned with evolving role mandates, competency frameworks, and organizational design changes.

Embed AI adoption frameworks, use cases, and best practices into every community channel so that AI readiness becomes an integrated part of practitioner workflow.

Partner with AI architects and the Product Excellence team to translate technical complexity into community-ready content such as adoption frameworks, value realization playbooks, executive briefing guides, and implementation patterns.

Use AI-powered tools such as Yoodli simulations, AI-assisted expertise registries, and automated field-voice reporting to scale community operations without proportional headcount while maintaining quality and consistency.

Maintain an active feedback loop so that field lessons and practitioner insights flow back to Product teams, informing the next release cycle and driving continuous improvement.

Operate the distribution layer of the readiness engine, taking packaged expertise from PD&I and distributing it through communities so that a single asset reaches hundreds of practitioners efficiently.

Coordinate with the Content Standardization Lead to ensure community-generated content meets quality, structure, and voice standards and is properly stored in repository and discovery mechanisms.

Contribute to the repository and discovery mechanisms for community-sourced learning assets, playbooks, and field-tested patterns to maximize reuse and impact across the organization.

Partner with the Director of CEG Field Readiness to lead the adoption and behavior change required to make communities of practice stick and become a core part of how work gets done.

Build the executive narrative that makes the value of communities visible and repeatable, linking community health indicators to certification rates, time-to-proficiency, customer outcomes, and revenue impact.

Present community strategy, progress, and impact to SVP and VP-level audiences, including CEG leadership and cross-functional stakeholders, demonstrating clarity, confidence, and tailored messaging.

Champion a culture where peer-led learning is valued alongside formal training, making the 70-2-10 model real rather than aspirational through community rituals and practical application.

Define and track metrics across four dimensions-learning, engagement, business impact, and community sustainability-and run quarterly capability reviews with skills gap analysis to ensure community programming stays ahead of role evolution.

Report monthly on community health, course correct quickly based on data and feedback, and scale what works while retiring or redesigning activities that do not meet their intended outcomes.

Requirements

Demonstrate experience designing and scaling communities of practice in large, complex organizations, with a proven ability to manage community health and engagement over time.

Show a track record of building trust and earning co-ownership from leaders in matrixed, geographically distributed organizations where influence relies on persuasion rather than formal authority.

Exhibit strong presentation and executive communication skills, with the ability to tailor narratives for SVP and VP-level audiences during leadership reviews, all-hands sessions, and practitioner workshops.

Have deep experience partnering with product and engineering teams to translate technical concepts into practitioner language and to close the loop between field feedback and product roadmaps.

Possess a strong understanding of AI technologies, adoption frameworks, and applied AI experience, using AI tools in your own work to solve problems and scale community operations.

Demonstrate ability to create and manage content standards, distribution layers, and discovery mechanisms that ensure high-quality, reusable knowledge assets across the organization.

Show capability to define and track leading and lagging indicators, building dashboards and conducting monthly health reporting with clear insights and recommended actions.

Commit to operating in a highly matrixed, fast-paced environment where priorities shift, ambiguity is common, and decisions must be made with incomplete information while maintaining rigor and empathy.

Nice to have

Experience partnering with AI architects and Product Excellence teams to design and deliver technical training and enablement at scale.

Background in building or operating technical communities of practice, certification programs, or large-scale practitioner networks.

Experience using AI-powered tools such as Yoodli simulations, AI-assisted expertise registries, and automated field-voice reporting to enhance community operations.

Practical notes

Hours: Full-time (40 hours per week).

Travel: Position may require travel to meet with GEO leaders, clients, and partners as business needs dictate.

Visa: Sponsorship may be available depending on candidate qualifications and business needs.

Deadline: Applications will be reviewed on a rolling basis until the role is filled.