Job Description

Senior Change Manager (AI-Powered HR Service Delivery & ITSM)

Organization: Global Technology Solutions (GTS) – Organizational Change Management

Tayana is seeking a Senior Change Manager to lead Organizational Change Management (OCM) for a large-scale enterprise AI transformation focused on Employee Experience, HR Service Delivery (HRSD), and IT Service Management (ITSM). This role will support the implementation of Moveworks, an AI-powered employee support platform that will replace the organization's existing assistant technology, which is being retired at the end of 2026. The rollout represents a mandatory enterprise transition and is considered a critical strategic initiative. The platform combines two distinct capabilities:

AI Search ("Know") Allows employees to ask questions using natural language and receive answers sourced from ServiceNow and other integrated systems. Examples:

• PTO balances and policies
• W-2 information
• Benefits questions
• HR knowledge articles
• IT support resources
• General employee policies and procedures

Agentic AI Automation ("Do") Allows employees to initiate actions directly through the platform. Examples:

• Submit PTO requests
• Request technology updates
• Initiate support requests
• Complete employee self-service transactions

The long-term vision is to create a single AI front door for employee support across HR, IT, Legal, and other business functions.

This is not a simple technology implementation. The largest challenge is enterprise-wide adoption and trust building. The solution will impact a highly diverse global workforce, including:

• Corporate headquarters employees
• Retail store associates
• Distribution center employees
• Call center teams
• Remote workers
• International populations
• Employees with daily computer access
• Deskless/frontline workers with limited technology access

Tayana emphasized that the organization's previous tool had low utilization, creating an additional challenge: The successful candidate must not only drive migration to a new platform but also convince employees to trust and actively use AI-powered support. The role will be responsible for developing change strategies that address:

• AI skepticism
• Trust in automation
• Employee behavioral change
• Adoption resistance
• Communication across multiple demographics and work environments

The Senior Change Manager will be embedded directly within the project team and will work closely with:

Tayana

• Portfolio OCM Lead
• Provides overall strategic oversight
• Executive-level program support
• OCM governance and guidance

Product Management Team

• Owns technical solution strategy
• Responsible for platform development and roadmap
• Primary day-to-day partner for the Change Manager

Business Stakeholders Including leaders from:

• HR
• IT
• Legal
• Employee Experience

The role will require influencing highly engaged stakeholders with strong personalities and competing priorities. According to Tayana, success will depend heavily on building credibility through delivery, not just communication.

This position owns OCM from start to finish. The successful consultant will:

Strategy Development

• Develop the complete OCM strategy from scratch
• Create stakeholder engagement plans
• Build impact assessments
• Define adoption and readiness approaches
• Establish measurement frameworks

Stakeholder Management

• Partner with HR, IT, Legal, Product, and Business Leaders
• Facilitate alignment across multiple workstreams
• Anticipate organizational risks and resistance points
• Influence executive and business stakeholders

Communications

• Build all communication plans independently
• Write leadership communications
• Create launch campaigns
• Develop awareness initiatives
• Drive reinforcement communications

Training & Enablement

• Develop training content
• Create adoption materials
• Build end-user enablement plans
• Design content for both desked and deskless populations

Adoption & Readiness

• Conduct impact assessments
• Drive pilot engagement
• Measure adoption metrics
• Monitor organizational readiness
• Develop mitigation plans for adoption challenges

Tayana repeatedly emphasized that this is:

"An OCM-first position." This is NOT:

• Project Management with OCM exposure
• Program Management with change responsibilities
• Transformation Leadership with light OCM support

This IS:

• Dedicated Change Management Leadership
• Enterprise Adoption Ownership
• Hands-on OCM Execution

Candidates who primarily identify as Project Managers or Program Managers will likely not be successful in the interview process.

Top Non-Negotiables

1. OCM Is Their Primary Discipline Candidates must be true change management practitioners.

2. Enterprise AI Rollout Experience Strong preference for candidates who have led adoption of:

• Moveworks
• Microsoft Copilot
• Aisera
• Conversational AI solutions
• Chatbots
• Agentic AI platforms

Moveworks experience is preferred but not required.

3. Strategy AND Execution Candidates must demonstrate they have:

• Created OCM strategies from scratch
• Personally executed communications and training plans
• Owned adoption outcomes

Tayana specifically called out candidates who only do strategy or only do execution as insufficient.

4. Large-Scale Employee Experience Programs Experience supporting:

• HR transformations
• Employee Experience initiatives
• Enterprise self-service tools
• Multi-audience change programs

5. Independent Contributor No dedicated communications team. No instructional designers. The consultant must personally create:

• Communications
• Training content
• Adoption materials
• Campaigns

According to Tayana, the biggest challenge will be:

Rapid Ramp-Up The person must quickly:

• Understand HR processes
• Understand IT processes
• Understand Legal dependencies
• Complete impact assessments
• Build stakeholder relationships
• Support pilot preparation

The rollout coincides with retail peak season planning, making change adoption more complex across store and distribution center populations.

The consultant must figure out:

• How employees currently obtain information
• How employees complete transactions today
• What resistance exists
• How to transition behavior to the new platform

Key Milestones

September 2026 Pilot launch The consultant will:

• Support pilot readiness
• Conduct stakeholder engagement
• Gather adoption feedback
• Incorporate findings into enterprise rollout plans

January 2027 Enterprise General

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