Track Lead - Change Management, ServiceNow

The BCMF Lead is responsible for managing the people side of change for IT transformation, managed services, digital workplace, ServiceNow, infrastructure, cloud, and workplace modernization programs. The role focuses on stakeholder engagement, communication, adoption, training, business readiness, and behavioral change to ensure successful transition and sustained adoption of new processes and technologies.

Key Responsibilities

• Develop and execute the BCMF/OCM strategy aligned with program objectives. • Conduct stakeholder analysis and change impact assessments. • Create and manage communication plans, awareness campaigns, and leadership messaging. • Drive business readiness activities across impacted business units. • Develop training, enablement, user guides, FAQs, and adoption collateral. • Establish change champion networks and stakeholder engagement forums. • Lead adoption and behavioral change interventions to increase user acceptance. • Conduct surveys, focus groups, and feedback sessions to monitor user sentiment. • Define and track adoption KPIs, CSAT, NPS, readiness, and change effectiveness metrics. • Identify change risks and develop mitigation plans. • Work closely with Program Management, Service Delivery, HR, Communications, Training, and Business Leaders. • Ensure sustained adoption through reinforcement activities and continuous improvement initiatives.

Skill Requirements

• 8+ years of experience in Organizational Change Management, Business Change, Transformation, or PMO. • Experience supporting large-scale IT transformations, transitions, or managed services engagements. • Strong stakeholder management and executive communication skills. • Experience developing communication, training, and adoption strategies. • Knowledge of change management methodologies such as PROSCI, ADKAR, Kotter, or equivalent. • Ability to conduct workshops, readiness assessments, and impact analyses. • Excellent presentation, facilitation, and influencing skills. • Experience with M365, ServiceNow, Digital Workplace, Infrastructure, Cloud, or End User Services transformations is preferred.

Other Requirements

• PROSCI Change Management Certification. • PMP, PRINCE2, or Agile certification. • MBA or equivalent business qualification.