Organization Change Management; OCM Leader

Job Description

The OCM Leader owns the people side of organizational transformation for a large hybrid enterprise (on‑prem data centers and multi‑cloud) and ensures that new services, standards, and ways of working are adopted quickly and stick. You will design and run the end‑to‑end change strategy—a stakeholder mapping, communications, training/enablement, knowledge management, and a change champion network—so every rollout is clear, coordinated, and measured.

You’ll turn technical changes into simple “what changed/why it matters/what to do” guidance, align releases to the change calendar, and anchor adoption to experience targets (XLAs) such as time‑to‑productivity and first‑contact resolution. You’ll operate in a multi‑vendor (SIAM) model, ensuring cross‑domain handoffs are understood and adoption is tracked in the same dashboards executives and non‑technical stakeholders use.

Timeline:
This is a contingent posting, expected to start in August, 2026.

You will convert complex modernization into outcomes people can feel with fewer surprises, faster onboarding, and clearer, more confident use of IT services. By pairing plain‑language communications with targeted training and just‑in‑time knowledge articles, you’ll reduce avoidable tickets and speed adoption of standard patterns. Your enablement cycles will tie each release to measurable results, higher self‑service, faster request fulfillment, fewer change‑related incidents, better satisfaction, and a “you said, we did” loop that closes the feedback gap.

Executive dashboards will visualize the change story (adoption %, time‑to‑productivity, deflection, DSAT closure, and budget vs. plan), while engineers will see fewer rework cycles because expectations are clear before go‑live. The net effect is safer, faster rollouts; happier users; and benefits realized sooner.

• Education: Bachelor's Degree. In lieu of a degree, an additional four years of related experience required.
• Experience:
• 10+ years leading organizational change for large technology programs; 3+ years in federal or highly regulated environments (e.g., VA/DoD/DHS/HHS or Fortune 500).
• Proven delivery of enterprise‑scale enablement for cloud/platform, identity/Zero Trust, ITSM process changes, and service catalog launches with measurable adoption gains.
• Hands‑on ownership of stakeholder analysis, communications plans, training curricula/LMS rollouts, knowledge programs, and change champion networks.
• Demonstrated partnership with Product/Platform owners, Service/Customer operations, and program finance to link adoption to outcomes and value.
• Success operating in multi‑vendor/SIAM models with shared KPIs and cross‑vendor OLAs.
• Technical skills:
• ITSM & Change Enablement:
  Service Now (or equivalent) for change, release, knowledge, and catalog; experience aligning enablement to the enterprise change calendar.
• Analytics & Measurement:
  Power BI/Tableau for adoption scorecards; survey/VoC tooling; define XLAs (e.g., time‑to‑productivity, self‑service rate) and counter‑metrics to prevent gaming.
• Content & Training: O365/SharePoint, LMS administration, micro‑learning design, and Section 508‑aware content; ability to turn runbooks/policies into role‑based learning.
• Knowledge Management: KCS practices; build and maintain searchable, plain‑language articles tied to top intents and ticket deflection goals.
• Modern Delivery Literacy:
  Working grasp of CI/CD, IaC/Git Ops, policy‑as‑code, Zero Trust/TIC 3.0, and SRE/SLO basics to translate technical change into user impact.
• Process & Experimentation:
  Value‑stream mapping, process mining, A/B pilots of communications/training, and adoption risk assessments ahead of major releases.
• Security clearance level: Public Trust.
• Skills and abilities:
• Executive‑grade Communication:
  Clear, concise writing and storytelling for executives, technical teams, and non‑technical audiences; strong facilitation and negotiation.
• Outcome Orientation:
  Defines success in numbers—adoption %, time‑to‑productivity, change‑related incident rate, CSAT/NPS, DSAT close‑loop, and publishes trends transparently.
• Change Leadership:
  Builds…