OCM Lead

Client is launching a major Service Now transformation, creating a dedicated internal instance separate from our customer-facing environment. This hybrid program blends “lift and shift” of stable workflows with greenfield rebuilds on modern, out-of-the-box (OOTB) capabilities to improve Employee Experience (EX), agility, and time to value. As our Contract OCM Lead, you’ll drive the people side of this change, ensuring employees are informed, prepared, and confident throughout the transition.

• Lead the OCM strategy and execution for the Internal Service Now transformation, from discovery through go‑live and stabilization.
• Assess change impacts for both lift & shift (continuity) and greenfield rebuild (modernization) areas, and translate them into a clear, actionable change.
• Drive stakeholder engagement across HR, IT, EX, and business teams; align leaders on key messages, timing, and decisions.
• Plan and deliver communications (emails, FAQs, talking points, town halls/demos) that clearly explain what’s changing, when, and why.
• Identify training needs, define the right formats and content, and coordinate with program and business SMEs to ensure employees are prepared.
• Stand up and support change agents / super users to reinforce change at the team.
• Track readiness, adoption, and feedback; identify risks and issues and adjust OCM tactics to support a smooth transition.

• Service Now transformation experience is required, ideally across ITSM, HRSD, or EX workflows, with familiarity in hybrid migration or greenfield implementations.
• 8+ years in Organizational Change Management or comparable business transformation.
• Strong command of OCM methodologies (e.g. Prosci/ADKAR) with a practical, outcomes-focused approach.
• Exceptional communication, facilitation, and stakeholder management skills; comfortable influencing leaders and navigating ambiguity.
• Ability to join an in-flight program, quickly assess needs, and independently drive high-quality OCM execution.