OCM Lead; Organizational Change Management

A large enterprise organization is launching a major internal Service Now transformation, establishing a dedicated internal instance separate from its customer-facing environment. This hybrid initiative combines a “lift and shift” of stable workflows with greenfield rebuilds using modern, out-of-the-box (OOTB) capabilities to enhance Employee Experience (EX), agility, and time to value.

The Contract Organizational Change Management (OCM) Lead will drive the people side of this transformation, ensuring employees are informed, prepared, and confident throughout the transition.

• Lead the OCM strategy and execution for the internal Service Now transformation from discovery through go-live and stabilization.
• Assess change impacts across both lift-and-shift (continuity) and greenfield rebuild (modernization) work streams, translating findings into actionable change plans.
• Drive stakeholder engagement across HR, IT, EX, and business teams; align leadership on messaging, timing, and key decisions.
• Develop and deliver communication plans including emails, FAQs, talking points, town halls, and demos to clearly articulate what is changing, when, and why.
• Identify training needs, define appropriate formats and content, and coordinate with program and business SMEs to prepare employees effectively.
• Establish and support change agent/super user networks to reinforce adoption at the team level.
• Track readiness, adoption, and feedback; proactively identify risks and adjust OCM strategies to ensure a smooth transition.

• Proven experience leading Organizational Change Management for Service Now transformations (ITSM, HRSD, EX workflows preferred), including hybrid migration and/or greenfield implementations.
• 8+ years of experience in Organizational Change Management or large-scale business transformation roles.
• Demonstrated success delivering OCM within complex, cross-functional technology programs.
• Strong knowledge of OCM methodologies (e.g., Prosci/ADKAR) with a practical, results-oriented approach.
• Exceptional communication, facilitation, and stakeholder management skills.
• Ability to join an in-flight program, rapidly assess needs, and independently drive high-quality OCM execution.

• Proven experience leading Organizational Change Management for Service Now transformations.
• 8+ years of experience in Organizational Change Management or large-scale business transformation roles.
• Strong knowledge of OCM methodologies.
• Exceptional communication and stakeholder management skills.

• Experience with hybrid migration and/or greenfield implementations.
• Demonstrated success delivering OCM within complex, cross-functional technology programs.

Duration: 06+ Months

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