Senior Change Manager, Enterprise OKR Program

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.

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ServiceNow’s Chief Operating Officer (COO) Office is a growing team dedicated to driving operational excellence, cross-functional alignment, and execution discipline across the company. We are seeking a Senior Change Manager, Enterprise OKR Program to play a pivotal role in supporting the enterprise-wide rollout and adoption of our Objectives and Key Results (OKR) framework. This role will lead the change strategy that powers broad adoption, engagement and lasting behavior change.  

This is a unique opportunity to work alongside senior leadership and cross-functional partners to embed a performance culture rooted in bold thinking, alignment, and measurable business outcomes. You’ll shape how we scale OKRs across ServiceNow and help teams thrive in the process. 

This position reports to the SVP Global Solutions and Digital GTM

What you get to do in this role: 

• Design and execute change strategies that support the successful rollout and long-term adoption of the OKR framework, ensuring alignment with overall business priorities. 

• Partner with the SVP of Strategic Initiatives and key stakeholders to build cohesive enablement, communication, and adoption campaigns that drive engagement. 

• Lead stakeholder and impact analyses to assess organizational readiness, identify change barriers, and tailor strategies across regions, functions, and roles. 

• Build trusted relationships with senior leaders to drive sponsorship, alignment, and momentum for change efforts. 

• Collaborate with the Global Learning & Development team to shape and deliver training experiences that empower managers and employees to confidently apply the OKR framework. 

• Create and manage communication plans to inform, motivate, and align teams, using the right channels to deliver clear, compelling messages at the right moments. 

• Coach teams and project leads on change management best practices, helping to scale adoption and build internal change capability across the organization. 

• Track adoption metrics and engagement data to evaluate progress and refine strategies, ensuring continuous improvement and learning. 

• Serve as an internal change advocate within the COO Office, helping champion agility, alignment, and a performance mindset across ServiceNow. 

• Establish and support a network of OKR champions across functions to scale change efforts and gather feedback from the field. 

• Adapt change strategies to meet the needs of global teams, ensuring relevance and resonance across geographies. 

To be successful in this role you have:

          Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-                making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing              AI-driven insights, or exploring AI's potential impact on the function or industry.

• 8+ years of experience in organizational change management, preferably in large-scale transformation initiatives within technology or enterprise organizations. 

• Proven experience supporting enterprise OKR programs or similar performance management systems, including developing change strategies, stakeholder engagement, and adoption campaigns. 

• Deep understanding of the OKR framework, including best practices for implementation, adoption, and scaling within complex organizations. 

• Demonstrated ability to influence and build trusted relationships with stakeholders at all levels, including senior executives and cross-functional partners. 

• Excellent written and verbal communication skills, with the ability to translate complex ideas into clear, compelling messages tailored to diverse audiences. 

• Analytical mindset with experience using data to measure change impact and guide continuous improvement. 

• Comfortable operating in fast-paced, dynamic environments with multiple stakeholders, competing priorities, and organizational complexity. 

• Experience in leveraging or critically thinking about how to integrate AI into workflows or decision-making is a plus (e.g., AI-powered tools, automation, insight generation). 

• Change management certification is preferred but not required. 

For positions in this location, we offer a base pay 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 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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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. 

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