Software Guidance & Assistance, Inc., (SGA), is searching for an Organizational Change Management Consultant for a remote opportunity with one of our premier clients. This is a temp contract for ITSM project - 4 weeks - possible extension.
Global Organizational Change Management Lead (ITSM Transformation)
Position Summary
The Global Organizational Change Management (OCM) Lead will be responsible for driving user adoption, business readiness, and organizational engagement for a large-scale IT Service Management (ITSM) transformation program. This role will lead the people side of change associated with replacing ServiceNow with Action & Intelligence across 80+ countries worldwide.
The individual will develop and execute a comprehensive change strategy to ensure successful adoption of the new platform, minimize business disruption, and accelerate realization of business value. Working across multiple time zones, cultures, and business functions, the OCM Lead will serve as a strategic partner to IT leadership, business stakeholders, regional leaders, and end-user communities.
This role requires extensive experience managing global technology transformations, enterprise application deployments, stakeholder engagement, communications, training, and user adoption initiatives.
Key Responsibilities
Global Change Strategy & Execution
- Develop and execute the end-to-end Organizational Change Management strategy supporting the global replacement of ServiceNow with Action & Intelligence.
- Establish and maintain the change management roadmap aligned with program milestones and deployment waves.
- Conduct organizational impact assessments and change readiness evaluations across business units and geographies.
- Identify adoption risks and resistance points and implement mitigation strategies.
- Create executive-level reporting on change progress, adoption, and business readiness.
End User Adoption & Experience
- Serve as the advocate for end-user needs throughout the program lifecycle.
- Design and implement user adoption strategies focused on simplifying the transition experience.
- Develop adoption metrics and monitor user engagement, utilization, and satisfaction.
- Establish feedback mechanisms to gather and act upon user concerns and enhancement opportunities.
- Drive behavioral and process changes required to support the future-state ITSM operating model.
Stakeholder Engagement
- Partner with global and regional leaders to build commitment and sponsorship for the transformation.
- Develop stakeholder segmentation and engagement plans for impacted audiences.
- Facilitate workshops, focus groups, and leadership sessions to drive alignment and readiness.
- Build and manage a global Change Champion Network representing key functions and regions.
- Coach leaders on effective change leadership practices and communication strategies.
Communications Management
- Create and execute comprehensive communication plans supporting a multi-country deployment.
- Develop key messaging tailored to executives, managers, IT teams, and end users.
- Manage communication campaigns across multiple channels including Teams, intranet, town halls, newsletters, and training platforms.
- Ensure consistency of messaging while accommodating regional and cultural nuances.
Training & Readiness
- Develop a global learning and enablement strategy supporting role-based training requirements.
- Partner with training teams to design and deliver instructor-led, virtual, and self-paced learning content.
- Coordinate training readiness activities across deployment waves.
- Measure training effectiveness and ensure users are prepared before each go-live event.
- Support hypercare and post-deployment adoption activities.
Global Deployment Support
- Coordinate change activities across 80+ countries and multiple business regions.
- Collaborate with Program Management, ITSM Process Owners, Service Desk Leadership, and Technology Teams.
- Support country deployment planning, cutover readiness, and stabilization efforts.
- Identify regional regulatory, cultural, and organizational considerations that may impact adoption.
Required Qualifications
- Bachelor's degree in Business, Organizational Development, Human Resources, Information Systems, Communications, or related field.
- 8+ years of Organizational Change Management experience supporting enterprise technology transformations.
- 5+ years supporting global digital transformation or ITSM initiatives.
- Proven experience leading change management efforts for large-scale enterprise platform deployments.
- Experience supporting global programs involving multiple regions, cultures, and time zones.
- Expertise in stakeholder management, communications, training, and organizational readiness.
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SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
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