ServiceNow Organizational Change Manager

ServiceNow OCM Lead – Change & Adoption (Contract)

Location: Remote (London workshops + occasional UK travel)

Engagement: 6 Months contract

Start: ASAP / January

IR35: Outside

About the Role

We're hiring a ServiceNow-focused OCM Lead to spearhead adoption, communication, and engagement activities for a major digital transformation programme within a global professional services organisation.

This role leads enterprise-wide change across IT, HR, Risk, and Finance as the organisation implements new operating models and scales the ServiceNow platform across multiple functions.

You'll own the strategy for behavioural change, communications, readiness, and user enablement across all ServiceNow workstreams—ensuring new processes, workflows, and digitised services are understood, adopted, and sustained.

What You'll Do

• Lead the end-to-end change and adoption strategy for a multi-function ServiceNow transformation
• Develop communication plans, messaging frameworks, campaign materials, and stakeholder engagement pathways
• Drive adoption of new ServiceNow-enabled processes across IT, HR, Risk, and Finance
• Conduct change impact assessments, readiness reviews, and define adoption KPIs for ServiceNow rollouts
• Coordinate workshops, townhalls, training sessions, and executive briefings
• Partner with Process Owners, Product Leads, and the ServiceNow Delivery Team to align change activities with release cycles
• Build clear user-facing artefacts: guides, communications, FAQs, enablement decks, and role-based training
• Track adoption metrics, feedback, risks, and report progress to programme leadership

What We're Looking For

You're an experienced OCM leader with strong delivery capability in technology-enabled change, ideally with exposure to workflow platforms like ServiceNow. You understand how to convert a transformation roadmap into clear messaging, adoption plans, and behavioural change activities across diverse stakeholder groups.

Ideal Candidate Profile

• Extensive experience as an OCM Lead on complex digital or enterprise-wide transformation programmes
• Strong background in communications planning, campaign design, and stakeholder engagement
• Demonstrated experience supporting adoption of new technologies, ideally including ServiceNow
• Comfortable leading workshops and presenting to senior leadership teams
• Ability to manage multi-functional stakeholder groups and navigate matrix environments
• Strong planning, storytelling, and delivery capability in fast-paced programmes