Job Title: Director, Global Custom Training
Location: Remote Bay Area, CA; Chicago, IL; Atlanta, GA
ServiceNow Training and Certification is quickly expanding to include a wide range of products and services. Our mission is to build and grow the skills and knowledge of ServiceNow professionals and help ensure that customers have the support they need to drive adoption and get the results they want from a ServiceNow solution.
The Director, Global Custom Training has a critical role to strategically manage the Custom Training products and services. Responsibilities include:
Expand ServiceNow's Custom Training business to meet the objectives in ServiceNow's rapid growth strategy and support the drive for strong customer adoption of ServiceNow's products.
Manage and evolve the delivery process for the Custom Training business. This requires an ability to navigate a global sales team, plan, hire, and develop the right capacity both internally and with training partners, as well as manage delivery strategies and processes.
Collaborate globally to ensure that Training Solution Consultants, Account Executives, Services Executives, and Training Account Executives have the right level of support and skills to scope the right custom solutions.
Work with the Training and Certification leadership team to successfully meet strategic targets.
Guide development of the right product portfolio and pricing, develop the needed assets and team skills to deliver a high-quality product and customer experience, and manage the full customer lifecycle for this rapidly expanding part of the Training and Certification business.
Establish reports, dashboards, and other tools to provide insight into strengths and where improvements are needed to proactively manage the business including quality, utilization, and margin metrics.
Work with leaders in Training Operations to assess and improve operational efficiency including project and time management systems and Customer Feedback Loop development.
Build strong global relationships with Professional Services and Customer Success to ensure tight alignment on methodologies
Qualified candidates will have:
3-5 years experience in a director or senior management position in an external training business
Demonstrated knowledge of strategic planning, capacity planning, and project management
History of successful team and customer management
Experience working across teams, inside and outside the company, with a clear communication style