ServiceNow Organizational Change Manager

Service Now OCM Lead – Change & Adoption (Contract)

Location: Remote (London workshops + occasional UK travel)

Engagement: 6-month contract

Start: ASAP / January

We’re hiring an experienced Service Now-focused OCM Lead to lead change and adoption for a major global enterprise transformation within a professional services organisation.

This programme is delivering a full operating model redesign alongside the implementation of Service Now as the organisation’s enterprise service backbone across HR, Finance, Procurement, Legal and Corporate Services.

The role sits at the heart of the programme and is responsible for ensuring the transformation lands, is adopted, and becomes business as usual. This is not a communications-only role — it is a senior change leadership position embedded directly into the operating model and platform delivery.

You’ll work closely with executive sponsors, programme leadership, process owners and the Service Now delivery team to drive real behavioural and operational change across a highly federated, partner-led organisation.

• Lead the end-to-end change and adoption strategy for a global Service Now and GBS transformation
• Own enterprise-wide change governance, readiness and adoption planning
• Develop clear change narratives, communications and engagement strategies for senior stakeholders
• Lead partner, executive and leadership engagement in a federated organisation
• Conduct change impact, readiness and people impact assessments
• Define and track adoption KPIs, benefits realisation and value metrics
• Lead workshops, leadership sessions, townhalls and transition labs
• Embed change into operating model, process and platform design
• Support service transition into business-as-usual and internal platform ownership
• Partner with programme, technology and operating model leads to ensure change is delivered by design

You’re a senior change leader who operates comfortably at enterprise and board level and has experience delivering operating model and technology-enabled transformation in complex organisations.

You understand how to take large-scale transformation from strategy into execution and ensure it lands operationally, culturally and behaviourally.

• Extensive experience as an OCM Lead on enterprise-wide digital or operating model transformations
• Strong background in GBS, shared services or enterprise service transformation
• Experience delivering change alongside Service Now or similar workflow platforms
• Proven track record operating in federated, partnership-based organisations