Senior Change Manager

Summary

Join ServiceNow's Chief Operating Officer (COO) Office as a Senior Change Manager, Enterprise OKR Program to lead the enterprise-wide rollout and adoption of the Objectives and Key Results (OKR) framework. You will design and execute change strategies, partner with stakeholders to build enablement campaigns, and lead analyses to assess organizational readiness. Build trusted relationships with senior leaders, collaborate with the Global Learning & Development team on training, and create communication plans to keep teams informed and motivated. Coach teams on change management best practices, track adoption metrics, and serve as an internal change advocate. Establish a network of OKR champions and adapt strategies to meet the needs of global teams. This role reports to the SVP Global Solutions and Digital GTM and offers the opportunity to shape ServiceNow's performance culture.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 8+ years of experience in organizational change management, preferably in large-scale transformation initiatives within technology or enterprise organizations
• Proven experience supporting enterprise OKR programs or similar performance management systems, including developing change strategies, stakeholder engagement, and adoption campaigns
• Deep understanding of the OKR framework, including best practices for implementation, adoption, and scaling within complex organizations
• Demonstrated ability to influence and build trusted relationships with stakeholders at all levels, including senior executives and cross-functional partners
• Excellent written and verbal communication skills, with the ability to translate complex ideas into clear, compelling messages tailored to diverse audiences
• Analytical mindset with experience using data to measure change impact and guide continuous improvement
• Comfortable operating in fast-paced, dynamic environments with multiple stakeholders, competing priorities, and organizational complexity

Responsibilities

• Design and execute change strategies that support the successful rollout and long-term adoption of the OKR framework, ensuring alignment with overall business priorities
• Partner with the SVP of Strategic Initiatives and key stakeholders to build cohesive enablement, communication, and adoption campaigns that drive engagement
• Lead stakeholder and impact analyses to assess organizational readiness, identify change barriers, and tailor strategies across regions, functions, and roles
• Build trusted relationships with senior leaders to drive sponsorship, alignment, and momentum for change efforts
• Collaborate with the Global Learning & Development team to shape and deliver training experiences that empower managers and employees to confidently apply the OKR framework
• Create and manage communication plans to inform, motivate, and align teams, using the right channels to deliver clear, compelling messages at the right moments
• Coach teams and project leads on change management best practices, helping to scale adoption and build internal change capability across the organization
• Track adoption metrics and engagement data to evaluate progress and refine strategies, ensuring continuous improvement and learning
• Serve as an internal change advocate within the COO Office, helping champion agility, alignment, and a performance mindset across ServiceNow
• Establish and support a network of OKR champions across functions to scale change efforts and gather feedback from the field
• Adapt change strategies to meet the needs of global teams, ensuring relevance and resonance across geographies

Preferred Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into workflows or decision-making is a plus (e.g., AI-powered tools, automation, insight generation)
• Change management certification is preferred but not required

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs