As Director of Organizational Change Management (OCM) for Delivery & A&M, you will lead the people side of transformation鈥攅nsuring 1,000+ ServiceNow consultants successfully adopt new delivery methodologies, AI-powered tools, and ways of working. Leading at team of professionals, you鈥檒l apply Prosci best practices to drive adoption, minimize resistance, and accelerate business benefits realization.
WHAT YOU GET TO DO:
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鈥檚 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