Director, Organizational Change Management

Overview

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 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 patterns
• 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

• QUALIFICATIONS
  
  REQUIRED:
  
  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

Work Personas

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 their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In…