Technical Readiness & Communities Director

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

Customer Excellence Group — Product Delivery & Innovation

Role overview

Service Nowis standing up a dedicated Communities of Practice function within the Customer Excellence Group (CEG). Thisfunctionisdesigned to multiplyexpertiseacross 3,400+ practitioners worldwide. The Director, Community of Practice will own the strategy, design, and day-to-day operation of this community ecosystem, scaling AI and technical readiness across every GEO and every customer-facing role.

This role sits at the convergence of three disciplines-readiness, content standardization, and communities and serves as the amplification layer in the PD&I Readiness Engine. Product experts earn hard-won lessons in the field; the readiness team packages them; you multiply them acrossCEGsoexpertiseisscaled.

You will report to the Director of Technical Readiness and partner closely with GEO leadership, Product, Engineering, and Service Now University to build something CEG has never had: a self-sustaining, accountable system for scaling practitionerexpertiseat speed.

Relationship to CEG Role & Org Excellence

This role is distinct from, and works in close partnership with, the Director, CEG Role & Org Excellence. That role owns role mandates, competency frameworks, and organizational design-defining what roles exist across CEG and what they are accountable for. This role owns the community operating model-how practitioners build, share, and applyexpertisewithin those roles once they are defined. You willdefinethe competency framework, and you will keep community programming aligned as role mandates evolve.

Key responsibilities

Community strategy and governance

• Define the community operating model, charter, and success metrics for all communities of practice across CEG-scoped to how practitioners engage and share expertise, not organizational roledesignor reporting structure
• Design and implement community types mapped to certification roles/personas.
• Build the cadence, rituals, and contribution mechanisms (community governance) that keep each community healthy, productive, and self-sustaining over time.
• Establish community health dashboards with leading and lagging indicators—participation rates, content contribution velocity, certification correlation, and practitioner engagement scores

Practitioner engagement and relationship building

• Recruit, develop, and support GEO Community Practice Leaders-practitioner-facing roles distinct from GEO Business Leadswho embody the practice at the regional level, dedicating approximately two days per month to community leadership
• Cultivate a global network of practitioner champions who co-author best practices, peer-review,technical readiness and serve asclosed feedback loop chairs.
• Build trusted partnerships across GEO leaders, Product leadership, and PD&I to ensure communities are co-owned rather than centrally imposed
• Partner with the Director, CEG Role & Org Excellence to ensure community programming reflects current role mandates and competency frameworks as they evolve
• Maintain an active feedback loop so field lessons flow all the way back to Product, informing the next release cycle

AI readiness and technical enablement at scale

• Embed AI adoption frameworks, use cases, and best practices into every community channel—making AI readiness a natural part of practitioner workflow, not a separate training event
• Partner with AI architects and the Product Excellence team to translate technical complexity into community-ready content-adoption…