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Director, Organizational Change Management

23 hours ago

Santa Clara, United States ServiceNow Full time

OverviewAs 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.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 HAVECertified Change Management Professional CCMP certification (ACMP)AI/ML adoption or digital transformation experienceAdult learning/instructional design knowledgeServiceNow platform knowledgeChange management software experienceAdditional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.Equal Opportunity EmployerServiceNow 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 addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. #J-18808-Ljbffr