ServiceNow Change Manager

As ServiceNow Change Manager, you are responsible for ensuring the business is prepared to adopt and operate effectively within the ServiceNow platform at go-live and beyond. You translate ServiceNow delivery into clear operational impact, drive business readiness, and ensure process, role, and operational ownership is established across ITSM, CSM, Service Catalog, portals, workflows, automations, and integrations. You work across IT, business functions, operational teams, and regional stakeholders to ensure users understand what is changing, what is expected from them, and how ServiceNow will support day-to-day operations. Success is measured through operational readiness, adoption, process compliance, service improvement, and the ability of teams to operate effectively from day one.

Roles & Responsibilities:

Change and Impact Management

• Identify and maintain a clear view of impacts across operational processes, support models, workflows, roles, integrations, automations, and service delivery ways of working
• Translate ServiceNow design decisions into practical operational and business impacts
• Ensure ownership for impacted operational processes, workflows, and support responsibilities is clearly defined and accepted
• Maintain a structured Change Impact Assessment aligned to ServiceNow workstreams and operational areas

Readiness and Adoption

• Define operational readiness criteria by role, support function, and business area
• Track readiness across training, UAT, operational validation, knowledge transfer, and support preparedness
• Identify adoption and operational risks early and drive mitigation actions with the appropriate stakeholders
• Provide evidence-based input into go-live and hypercare readiness decisions

Training & Knowledge Enablement

• Ensure training content is aligned to real operational workflows, support scenarios, and ServiceNow processes
• Track training completion, knowledge retention, and operational effectiveness, not just attendance
• Ensure users can effectively perform operational tasks within ServiceNow, not just navigate the platform

Stakeholder Engagement

• Work with IT leaders, SMEs, operational teams, process owners, and programme stakeholders to align impacts and readiness actions
• Enable leaders and operational managers to actively lead change adoption within their teams
• Ensure operational ownership and accountability sits within the business, not solely within the programme team

Communication

• Own the operational communication approach aligned to ServiceNow programme delivery and approved governance
• Ensure communication clearly explains operational changes, impacts, benefits, and expectations for end users
• Align communication and engagement activities to programme milestones, testing phases, deployments, and hypercare

Governance and Ways of Working

• Embed organizational change management into ServiceNow delivery and operational transition activities
• Provide visibility of operational readiness gaps, adoption risks, and support impacts
• Support leadership decision-making with a clear operational readiness and adoption view
• Align with PMO, implementation partners, platform owners, and operational leadership without duplicating delivery responsibilities

Leadership & Supervisory Responsibilities:

• No direct reports
• You report to the IT Change Manager
• Accountable for organizational change management across ServiceNow implementations and operational transformation initiatives
• Leads through influence across IT, operational, business, and vendor stakeholders
• Operates independently within fast-moving global transformation and service delivery environments

• Strong hands-on organizational change management delivery experience on ServiceNow programmes
• Ability to translate complex ServiceNow design into clear operational and business impact
• Strong stakeholder engagement, facilitation, and communication skills
• Comfortable driving structure, governance, and operational readiness activities across multiple teams

Experience:

• Proven experience in organizational change management within large-scale IT transformation or enterprise service management programmes
• Experience with enterprise-wide ServiceNow implementations including ITSM, CSM, Service Catalog, portals, workflows, and automation
• Experience working within international or multi-country operational environments