Organisational Change Manager

The Organisational Change Manager is a delivery-focused role responsible for shaping, driving, and embedding organisational change across ServiceNow transformation engagements.

The role leads organisational readiness, adoption, stakeholder alignment, and behavioural change to ensure successful project outcomes and long-term value realisation. The role is primarily a hands-on delivery position focused on organisational readiness, adoption, stakeholder alignment, and behavioural change to ensure successful customer outcomes and long-term value realisation.

The position also incorporates complementary business process consulting capability to support the understanding of process impacts, contribute to process-focused discussions where relevant, and ensure organisational change activities remain aligned to shifts in business workflows and operational practices. This blended capability strengthens people-centred transformation activities without constituting a full business process consulting role.

The Organisational Change Manager works closely with senior customer stakeholders, including executive sponsors, business process owners, and transformation / technical leaders, to define change vision, shape user experience and ways of working, and support customers in adopting new processes and platform capabilities

The individual is expected to deliver OCM activities directly while also contributing thought leadership to define and evolve Konversational’s OCM standards, frameworks, and toolkits.

Key ResponsibilitiesChange Strategy and Leadership

• Define develop and lead Konversational organisational change management approaches for customer engagements, ensuring alignment to programme goals and organisational outcomes.
• Develop and evolve change management frameworks, toolkits, and methods drawing from recognised industry frameworks (PROSCI ADKAR, Kotter’s 8-Step Model, and the McKinsey 7-S Framework) and tailoring them to Konversational’s requirements.
• Shape change strategies that align organisational readiness, behavioural change, and evolving business processes with broader business objectives.
• Provide advisory support to senior stakeholders on change vision, sponsorship effectiveness, leadership alignment, and cultural considerations.
• Promote strong change leadership behaviours across delivery teams and customer environments.
• Apply high-level understanding of business process implications to ensure organisational change strategies support workflow and operational adjustments.

Delivery and Execution

• Lead the end-to-end planning and execution of organisational change activities across all project phases, ensuring alignment with delivery methodology and governance.
• Conduct stakeholder analysis, customer impact assessments, and readiness evaluations to determine organisational, behavioural, and role-based implications of change.
• Design and deliver communication, engagement, and enablement strategies to drive user readiness and adoption.
• Establish, track, and report on measures that demonstrate progress in readiness, engagement, and adoption.
• Collaborate with Engagement Managers, Process Owners, Technical Leads, and SMEs to integrate change activities effectively within delivery plans.
• Ensure all organisational change artefacts meet quality, consistency, and governance standards.
• Contribute to process-related discussions when needed to interpret user, role, or organisational impacts resulting from changes in workflow or operational practices.

Practice Development and Continuous Improvement

• Contribute to the development and continuous improvement of Konversational’s organisational change frameworks, templates, and toolkits.
• Support the definition of scalable and repeatable OCM capability approaches for use across engagements.
• Mentor and coach delivery teams and consultants in the practical application of change management methods, communication practices, and stakeholder engagement techniques.
• Maintain and improve a central library of organisational change artefacts and accelerators.
• Promote knowledge sharing and capability uplift to embed organisational change maturity across Konversational.
• Provide insights on how business process changes influence organisational readiness and sustainment, feeding into playbooks and best-practice materials.

Customer Engagement and Relationship Management

• Build and maintain trusted relationships with senior business and IT stakeholders, including executive sponsors and transformation leads.
• Work with customers to define the change vision, communication themes, and engagement approach.
• Act as an advisor on organisational readiness, adoption challenges, cultural considerations, and leadership behaviours influencing successful transformations.
• Represent Konversational as the organisational change lead across engagements, ensuring consistent and confident delivery.
• Manage customer expectations regarding scope and responsibilities of organisational change activities.
• Provide guidance on how business process changes may influence roles, behaviours, and organisational alignment.

Experience and Qualifications

• Extensive experience in delivering organisational change management and people-centred digital transformation within consulting or enterprise environments.
• Experience collaborating with Business Process Consultants, Process Owners, or Service Owners during digital transformation initiatives.
• Proven track record delivering organisational change within ServiceNow programmes across multiple domains such as TPSM, ITSM, CSM, SPM, FSM, ITOM, ITAM, and HRSD.
• Strong understanding of business processes and operational workflows, with the ability to interpret how process changes affect roles and behaviours.
• Practical experience applying structured change methodologies including for example PROSCI ADKAR, Kotter’s 8-Step Model, and the McKinsey 7-S Framework.
• Demonstrated ability to influence and advise C-Suite and senior business stakeholders.
• Skilled in communication planning, stakeholder engagement, leadership coaching, and adoption measurement.
• Experience working in Agile delivery environments and aligning change activities to iterative delivery cycles.
• Change Management and/or Project Management certifications desirable (e.g., PROSCI, APMG, PMP, PRINCE2).

Technical Competency Expectations

• Strong understanding of ServiceNow platform capabilities and how platform changes impact business operations and roles.
• Ability to interpret business process documentation and identify behavioural and organisational impacts.
• Familiarity with ITIL, Agile delivery models, and digital transformation governance.
• Skilled in translating platform and process changes into effective communication, engagement, and enablement materials.
• Commitment to ongoing professional development across organisational change and business process transformation disciplines.

Core Competencies

• Customer Focus: Builds strong relationships and champions client success.
• Strategic Influence: Shapes and leads organisational change agendas at all organisational levels including C-Suite.
• Stakeholder Engagement: Builds trust and alignment across diverse stakeholder groups.
• Delivery Leadership: Leads structured change activities with measurable business impact.
• Communication Excellence: Creates clear and compelling communication for diverse audiences.
• Collaboration and Coaching: Develops others and supports shared ownership of change across teams.
• Analytical Thinking: Uses insight and data to assess readiness, adoption, and organisational impact.
• Agility and Adaptability: Responds effectively to evolving organisational needs and programme requirements.
• Process Awareness: Understands how business processes influence roles, behaviours, and organisational outcomes.

Key Performance Indicators (KPIs)

• Achievement of adoption and engagement outcomes across transformation initiatives.
• Positive customer and stakeholder satisfaction.
• Demonstrated alignment between organisational change activities and business process outcomes.
• High-quality delivery of organisational change artefacts and governance compliance.
• Contribution to capability development and practice maturity within Konversational.
• Positive executive sponsor feedback on advisory value and impact.

Reporting Line

Reports to: Head of Delivery.

Location and Travel

May require travel across the UK and Europe depending on engagement needs.