Change Management Adoption and Transformation Senior Manager CSS Technology and Services

At ServiceNow we make the world work better for everyone. Our Customer Service & Support (CSS) team is at the heart of that mission ensuring our customers have seamless efficient and exceptional experiences. We are looking for a Change Management & Adoption Sr. Manager to drive transformation enhance operational efficiency and ensure our teams embrace change with confidence and clarity. 

What you get to do in this role: 

• Lead Change Strategy Develop and execute change management frameworks that drive successful adoption of new processes tools and initiatives across CSS. 
• Develop executive and strategic communications including presentations ideally in an agile context. 
• Drive cohesive approach for change and adoption across platforms Work closely with CSS business leads project managers business product managers TAS leaders communications and other teams 
• Drive Engagement & Adoption Build tailored communication enablement and reinforcement strategies to ensure employees understand adopt and sustain changes. 
• Partner with Stakeholders Collaborate with leaders across CSS Product Digital Technology and other functions to align change initiatives with business goals.  Determine program scope severity and receptivity and plan accordingly.   
• Optimize Communication Craft clear compelling messaging to ensure transparency reduce friction and foster a culture of continuous improvement. 
• Measure Impact Define and track key adoption metrics to assess change effectiveness and identify areas for improvement. 
• Enable Champions Activate a network of change champions across CSS to amplify adoption efforts and drive sustained engagement. 

What You Bring: 

• Experience leading change management and adoption efforts in a fastpaced customerfocused environment. 
• Strong ability to influence engage and drive alignment across crossfunctional teams. 
• Proven expertise in developing structured change strategies communications and enablement plans. 
• Ability to analyze adoption metrics and translate insights into action. 
• Passion for helping teams navigate change with clarity confidence and enthusiasm. 
• A selfdriven team playerwho confidently connects dots to drive changeand manages multiple projects at once while maintaining a laser focus on priorities. 
• A poised professionalcomfortable advising executive and building consensus while juggling multiple priorities and tight timelines without compromising quality 
• A datadriven creative problem solverwho is passionate about elevating the employee experience and creating a culture of inquisitiveness and factbased decision making 
• An eager and consistent learnerwho is open to feedback and interested in continuous improvement; you thrive with change & ambiguity. 
• A change agentwho brings a consulting mindset to everything you do and how to improve the status quo. 

Qualifications :

To be successful in this role you have:

• 810 years of work experience in change strategy and/or transformation role within a fastpaced dynamic environment preferably a consultancy 
• Highly motivated proactive authentic committed creative and inclusive team player 
• Experience executing complex highprofile strategic programs from end to end preferably in the tech space 
• Excellent communications program management and stakeholder management abilities including excellent persuasion and presentation skills 
• Advanced level MS Office (PPT Excel Word) and creative development skills to rapidly develop visually and verbally engaging deliverables 

If youre ready to help shape the future of CSS by driving meaningful change and empowering teams to thrive wed love to hear from you

FD21

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

For positions in this location we offer a base pay of $146400 $256200 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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