Organizational Change Manager

Overview

We are seeking an experienced Organizational Change Management Lead to support a large-scale internal Service Now transformation program.

This role will focus on driving adoption, readiness, and employee confidence throughout the transformation, ensuring a smooth transition from legacy processes to improved digital workflows.

• Lead end-to-end OCM strategy and execution from discovery through go-live and post-implementation stabilization.
• Conduct impact assessments across migrated and newly built workflows; translate findings into structured change plans.
• Develop and implement comprehensive communication strategies outlining what is changing, why, and when.
• Partner with HR, IT, Employee Experience, and business stakeholders to align messaging, timelines, and leadership decisions.
• Design and coordinate training strategies, including format selection, content development, and SME collaboration.
• Establish and support change champion / super user networks to reinforce adoption within teams.

• Proven experience supporting Service Now transformations, ideally across ITSM, HR Service Delivery (HRSD), or Employee Experience workflows.
• Strong understanding of hybrid migration approaches and greenfield implementations.
• Extensive experience in Organizational Change Management within large-scale technology transformation programs.
• Demonstrated success driving OCM across cross-functional, enterprise-level initiatives.
• Solid command of established OCM methodologies such as Prosci / ADKAR, with a practical and results-driven application.
• Ability to quickly assess an in-progress program and independently execute high-quality change strategies.