Benet Havercroft

Experience

1. Senior Director, Global Learning Operations

   ServiceNow

   Mar 2019 — Present · San Francisco, CA, US

   Partner with global teams to understand and diagnose new business requirements, regional needs, operational readiness and pain points for prioritization for Training delivery and customer success- Develop, implement, and evolve processes, frameworks, and tools in support of ServiceNow\'s rapid growth strategy with a focus on efficient change management, automation and scalability- Manage the global functions of Learning Operations, Training Delivery Coordination, Training Customer Service and Support, Training Partner Program Operations and Training Customer Success- Lead teams that provide the first level of support and customer service to customers and partners for training and certification - Develop new strategies and processes to maintain and exceed high levels of customer success for Learning Credit consumption, global Live class delivery, as well as on-demand learning- Conduct operations reviews to cascade strategies and ensure global compliance- Proactively monitor and maintain high levels of quality, accuracy, process consistency and opportunities for improvement- Identify critical resources and opportunities for cross-functional or cross-geographical collaboration to achieve strategic goals; manage the allocation of those resources to optimize value, productivity and delivery- Maintain and enhance internal systems and vendor solutions that support the global Learning organization and our customer base