Manager, Change Management - Cloud Infrastructure & Operations - Federal

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.

Please Note:  This position will include supporting our US Public Sector customers.

“This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening.  Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

About the Role: 

As a Manager of Global Cloud Change Management, your role is pivotal in driving the strategy, development, and implementation of process tooling, services, and solutions to assist our organization’s initiatives in case deflection, reduction, employee efficiency and revenue protection.

The successful candidate will guide a team of change managers and work cross-functionally with engineering and leadership to ensure the delivery of cutting-edge technologies that enhance our processes, products, and services. 

What you get to do in this role:

1. Strategic Leadership: 

• Co-develop and be a key contributor in the strategic vision for global cloud change management. 
• Identify and implement process solutions that are in alignment with the company's overall strategy.
• Collaborate with peers and change managers, to drive a cohesive approach to change process adoption

2. Team Management: 

• Guide, mentor, and grow a high-performing team of change managers. 
• Foster a collaborative and innovative team environment that encourages continuous learning and improvement.
• Motivate change managers to show openness to learning diverse perspectives. 
• Support growth of change managers via hiring, goal setting, individual development plans, and quarterly performance reviews.
• Provide guidance for process optimization opportunities and participate in collaborative meetings that support them.

3. Project Management: 

• Create opportunities and lead team members in multiple projects, ensuring they are delivered on time, within scope, and meet our goals and objectives. 
• Collaborate and establish clear project goals, timelines, and deliverables, while effectively communicating progress to leadership and stakeholders. 

4. Innovation and Implementation: 

• Stay abreast of the latest advancements in AI technologies, CSM and ITSM methodologies. 
• Drive the adoption of best practices across the organization. 
• Implement process solutions that drive business value and enhance customer experiences. 

5. Stakeholder Engagement: 

• Partner with cross-functional teams to understand their needs and seek ways to align those with strategic solutions. 
• Present strategies and project updates to executive leadership and key stakeholders. 

6. Governance and Compliance: 

• Ensure all initiatives comply with relevant data privacy regulation, ethical standards, and are in alignment with our Security and Compliance commitments. 

Qualifications

To be successful in this role you have:

Required Qualifications:

• 10+ years of professional ITILv3 Change Management experience, demonstrating in-depth knowledge of IT Change Management processes, principles, methods, and techniques.
• Experience leading a distributed team. 
• Ability to coach employees at lower levels. 
• Experience building new concepts (tooling, processes, services) that use challenging norms. 
• Experience in delivering highly scalable services in the enterprise world. 
• Exceptional verbal and written communication skills with a collaborative and engaging approach. 
• Ability to interface effectively with customers and diverse roles across all organizational levels. 
• Analytical and data-oriented mindset to help solve complex business problems and recommend continuous improvement initiatives. 
• Experience with ServiceNow's core modules, including ITSM, CSM, or others is highly desirable.  
• Proven capability of having successfully delivered on analytical metrics.
• Demonstrated ability to provide exceptional internal and external customer care.
• Proven ability to create and implement initiatives to drive efficient and innovative operations.
• Ability to lead change by effectively building commitment and winning support for initiatives.
• A trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards.  
• Strong analytical and problem-solving skills.
• Excellent communication skills, capable of crafting clear, compelling messaging that ensures transparency, reduces friction, and fosters a strong culture of continuous improvement.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional 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 $112,200 - $196,400, 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.

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 [email protected] 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. 

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.