Technical Readiness & Communities Director

Customer Excellence Group — Product Delivery & Innovation Role overview ServiceNow is standing up a dedicated Communities of Practice function within the Customer Excellence Group (CEG). This function is designed to multiply expertise across 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 across CEG so expertise is scaled. You will report to the Director of Technical Readiness and partner closely with GEO leadership, Product, Engineering, and ServiceNow University to build something CEG has never had: a self-sustaining, accountable system for scaling practitioner expertise at 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 apply expertise within those roles once they are defined. You will define the 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 role design or 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 Leads who 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 as closed 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 frameworks, value realization playbooks, executive briefing guides, and implementation patterns Leverage AI-powered tools (Yoodli simulations, AI-assisted expertise registries, automated field-voice reporting) to scale community operations without proportional headcount Stay current with AI developments across the industry- not just ServiceNow products - and bring external perspectives into community programming Content and knowledge amplification Operate the fan-