OCM Lead for ITSM Next Generation Project (Servicenow), Basel, 17.4.20

For a project at a client in Basel, we are looking for an ORGANIZATIONAL CHANGE MANAGEMENT (OCM) LEAD FOR AN ITSM NEXT GENERATION PROJECT.

THE PROJECT:

The ITSM Next Generation Project will replace the client's current ITSM Tool - HP Service Manager - with ServiceNow over the next 18 months.

The Senior OCM and User Adoption Lead will play a key role in ensuring the project meets business, schedule and budget objectives by applying a structured methodology and leading a wide array of change management activities. The initial focus will involve detailed project planning of activities that need to be performed in support of a global change management strategy that seeks to minimize resistance and maximize stakeholder engagement. This complex, high visibility role will require a proven background in leading change management and user adoption initiatives on other large scale customer facing technology implementation projects (eg ServiceNow, Salesforce, SAP, Workday, Oracle, etc.). This is a key project role that will require outstanding leadership skills and experience with change management, training strategies, deployment strategies, employee engagement, and large scale global user adoption of new technology.

GENERAL INFORMATION:

- Start date: 17.04.2017
- End date: 16.10.2018
- Duration: 18 months
- Workload: 100%
- Work location: Basel
- Travelling: required up to 30% (Spain, USA, Poland)
- Extension: possible (but not approved yet)
- Remote/Home Office: Not preferred, but would be possible for a limited percentage (can be discussed in the interviews).

TASKS & RESPONSIBILITIES:

- Reporting to the ServiceNow global project manager, partner with the our client's change management and user adoption lead to oversee all aspects of organizational change management for the project.
- Globally lead strategic and tactical change management, training management, employee engagement, communications and user adoption activities for the project.
- Provide strategic vision for change management and user adoption of ServiceNow, while leading an internal team of our client's staff to execute against the vision.
- Provide leadership and oversight to OCM coordinators, training managers, instructional designers, SMEs, change champions, etc. to form an appropriate and cohesive OCM organisation for the project.
- Identify change management and user adoption related business issues/risks and recommend options and plans to remediate.
- Oversee implementation and adoption of OCM guidelines and standards across multiple work streams within the project.
- Design and manage global communication plans and activities (eg online and social media channels, newsletters, key stakeholder presentations, etc.).
- Create/manage project level surveys/metrics/KPIs to roll-up and report on change management and user adoption related activities and success.
- Ensure OCM activities are aligned with the project timeline and key milestones, and are integrated with other workstreams as required.
- Manage overall OCM work plan and conduct weekly status reporting meetings.
- Manage and facilitate OCM workshops to ensure a strong understanding of change management principles and user adoption techniques to be deployed during the project.
- Build out and manage a global change agent/champion network that will support the introduction of ServiceNow to tens of thousands of employees across the client's organization.

MUST HAVES:

- Bachelor's or Advanced degree in related specialization area.
- Proven experience in a consulting and/or client-facing environment.
- Minimum of six to eight years of experience leading and mentoring project teams on relevant engagements.
- Strong problem solving skills with the ability to exercise mature judgement.
- Strong interpersonal and communication skills with a demonstrated ability to interact across multiple levels of the organization.
- Demonstrated capabilities in teamwork and leadership on large global change efforts.
- Familiarity with project management approaches, tools and phases of the project life cycle.
- Excellent written and verbal communication skills.
- Excellent English language skills.
- Ability to work across multiple international timezones -- late afternoon/early evening work required in the EU.
- Ability to travel internationally both within and outside of the EU when required.
- Experience with IT Service Management Solutions such as ServiceNow is preferred.
- Experience in a pharmaceutical environment is preferred.

SUMMARY:

The focus of this role is to lead the project strategically (not operational). We are looking for a lead role who understands the complexity of this project, brings "power" into this project and is ready for different challenges. We are not looking for a project leader, but for a 100% change manager with senior level. The candidate should have strong leadership skills as people/roles will be impacted by this project, too (not only the tool itself). It would be great if the contractor has worked in multinational companies before with a complex environment. It would be great if the candidate knows/has already worked with ServiceNow.

NICE TO HAVE:

+++ large IT Service Management Projects

+++ ServiceNow Background

If you meet the requirements, if you are available and interested, please mail your CV in Word format and your desired rate to ernst (see below) ASAP BUT NOT LATER THAN 10.4.:00.