Director, Organizational Change Management

ServiceNow • Santa Clara, CA

5d

About The Position

As Director of Organizational Change Management (OCM) for Delivery & A&M, you will lead the people side of transformation—ensuring 1,000+ ServiceNow 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.

Requirements

• 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

Nice To Haves

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

Responsibilities

• Design Enterprise Change Strategy
• 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
• Drive Methodology & AI Tool Adoption
• 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
• Build & Lead OCM Team
• Manage 7-8 professionals: change managers, communications specialists, training developers, analysts
• Establish OCM standards, tools, templates, playbooks
• Develop team capabilities in Prosci, ServiceNow, AI/ML concepts
• Balance workload across concurrent initiatives
• Foster collaboration with PMO, Delivery Acceleration, business leaders
• Create Communications & Training
• 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
• Measure Impact
• 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
• Enable Leaders & Champions
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees