Change Management, Adoption and Transformation Manager

Change Management, Adoption and Transformation Manager

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

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 Manager to drive transformation, enhance operational efficiency, and ensure our teams embrace change with confidence and clarity.

If you're ready to help shape the future of CSS by driving meaningful change and empowering teams to thrive, we'd love to hear from you!

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 :

Qualifications

To be successful in this role you have :

Basic Qualifications :

For positions in this location, we offer a base pay of $135,300 - $236,800, 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.