Director, Organizational Change Management

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

As Director of Organizational Change Management (OCM) for Delivery & A&M, you will lead the people side of transformation—ensuring 1,000+ Service Now consultants successfully adopt new delivery methodologies, AI-powered tools, and ways of working. Leading at a team of professionals, you’ll apply Prosci best practices to drive adoption, minimize resistance, and accelerate business benefits realization.

• Apply Prosci methodology (ADKAR, 3-Phase Process) to assess impact, formulate strategies, develop plans
• Conduct change readiness assessments across 1,000+ consultants globally across four geographies
• Build stakeholder engagement strategies securing executive sponsorship
• Create integrated roadmaps sequencing multiple initiatives
• Embed change management into PMO project governance

• Lead adoption programs for NOWCreate delivery methodology
• Develop change strategies for deploying AI agents and third-party tools (Klarity, Auctor) into consultants day to day operational paterns
• Build measurement frameworks tracking ADKAR progress
• Identify and address resistance early with targeted interventions
• Celebrate wins and amplify success stories

• Manage 7-8 professionals: change managers, communications specialists, training developers, analysts
• Establish OCM standards, tools, templates, playbooks
• Develop team capabilities in Prosci, Service Now, AI/ML concepts
• Balance workload across concurrent initiatives
• Foster collaboration with PMO, Delivery Acceleration, business leaders

• Oversee multi-channel campaigns building awareness and engagement
• Answer consultant questions:
  Why change? What’s in it for me? How does this affect my work?
• Partner on learning experiences: e-learning, workshops, coaching in alignment with Service Now global learning standards
• Develop role‑specific enablement materials
• Create feedback mechanisms: surveys, focus groups, office hours

• Establish KPIs: adoption rates, proficiency, time-to-competency, satisfaction, methodology adherence
• Use Prosci tools to diagnose ADKAR gaps and design interventions
  
  Analyze adoption patterns and identify resistance points
• Report to PMO and executives on progress, risks, actions
• Conduct post-implementation reviews and capture lessons learned

• Equip executive sponsors with tools and coaching
• Develop middle managers as change leaders
• Build change champion network among influential consultants
• Create safe spaces for questions and peer learning
• Hold leaders accountable for change behaviors

• Prosci Change Management Certification (Practitioner minimum; Advanced preferred) - REQUIRED
• 7+ years OCM experience leading enterprise transformations
• 3+ years managing OCM teams
• Deep Prosci expertise: ADKAR, 3-Phase Process, assessments
• Track record driving adoption across 1,000+ people
• Management consulting background
• Strong stakeholder influence skills
• Excellent communication and storytelling
• Data-driven measurement approach

• Certified Change Management Professional CCMP certification (ACMP)
• AI/ML adoption or digital transformation experience
• Adult learning/instructional design knowledge
• Service Now platform knowledge
• Change management software experience

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of…