Director, Organizational Change Management

Director, Organizational Change ManagementIt 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 ServiceNow 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.Job DescriptionAs Director of Organizational Change Management (OCM) for Delivery & A&M, you will lead the people side of transformationensuring 1,000+ ServiceNow consultants successfully adopt new delivery methodologies, AI-powered tools, and ways of working. Leading a team of professionals, you'll apply Prosci best practices to drive adoption, minimize resistance, and accelerate business benefits realization.What You Get To Do:Design Enterprise Change StrategyApply Prosci methodology (ADKAR, 3-Phase Process) to assess impact, formulate strategies, develop plansConduct change readiness assessments across 1,000+ consultants globally across four geographiesBuild stakeholder engagement strategies securing executive sponsorshipCreate integrated roadmaps sequencing multiple initiativesEmbed change management into PMO project governanceDrive Methodology & AI Tool AdoptionLead adoption programs for NOWCreate delivery methodologyDevelop change strategies for deploying AI agents and third-party tools (Klarity, Auctor) into consultants day to day operational patternsBuild measurement frameworks tracking ADKAR progressIdentify and address resistance early with targeted interventionsCelebrate wins and amplify success storiesBuild & Lead OCM TeamManage 7-8 professionals: change managers, communications specialists, training developers, analystsEstablish OCM standards, tools, templates, playbooksDevelop team capabilities in Prosci, ServiceNow, AI/ML conceptsBalance workload across concurrent initiativesFoster collaboration with PMO, Delivery Acceleration, business leadersCreate Communications & TrainingOversee multi-channel campaigns building awareness and engagementAnswer 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 standardsDevelop role-specific enablement materialsCreate feedback mechanisms: surveys, focus groups, office hoursMeasure ImpactEstablish KPIs: adoption rates, proficiency, time-to-competency, satisfaction, methodology adherenceUse Prosci tools to diagnose ADKAR gaps and design interventionsAnalyze adoption patterns and identify resistance pointsReport to PMO and executives on progress, risks, actionsConduct post-implementation reviews and capture lessons learnedEnable Leaders & ChampionsEquip executive sponsors with tools and coachingDevelop middle managers as change leadersBuild change champion network among influential consultantsCreate safe spaces for questions and peer learningHold leaders accountable for change behaviorsQualificationsQualifications Required:Prosci Change Management Certification (Practitioner minimum; Advanced preferred) - REQUIRED7+ years OCM experience leading enterprise transformations3+ years managing OCM teamsDeep Prosci expertise: ADKAR, 3-Phase Process, assessmentsTrack record driving adoption across 1,000+ peopleManagement consulting backgroundStrong stakeholder influence skillsExcellent communication and storytellingData-driven measurement approachNice To Have:Certified Change Management Professional CCMP certification (ACMP)AI/ML adoption or digital transformation experienceAdult learning/instructional design knowledgeServiceNow platform knowledgeChange management software experience