ServiceNow: Training & Change Management Lead (contract)

Training & Change Management Lead (contract)

Contract: 6-9 Months

Location: Shoreham, UK (Hybrid – 1 day a week in office)

Experience: 5+ Years

Start Date: Immediate availability preferred

The Opportunity

Join our Order-to-Fulfilment transformation programme as a critical Core Team member.

You'll be the architect of change, designing and delivering training that transforms 200+ users across four business units into confident ServiceNow power users.

This isn't just about training—it's about creating a movement.

Your Mission

As our Training and Change Management Lead, you'll partner with our network of ~25 change champions to create a training ecosystem that doesn't just teach—it inspires.

You'll work alongside Project Managers, Business Analysts, and Application Leads to ensure every user embraces ServiceNow with confidence and enthusiasm.

What You'll Do

Strategic Training Design

• Craft comprehensive training strategies spanning Order Management, Field Service Management, and Customer Portal workflows
• Design role-specific learning journeys for field engineers, dispatchers, order processors, and management
• Build a scalable train-the-trainer programme that empowers change champions
• Create engaging content: video tutorials, simulations, quick reference guides, and interactive exercises

Hands-On Delivery & Support

• Deliver dynamic training sessions across multiple formats (classroom, virtual, on-the-job)
• Manage content in learning management systems (Talent LMS or similar)
• Coordinate training schedules aligned with UAT, go-lives, and hypercare phases
• Provide real-time coaching and support during critical implementation phases
• Measure success through competency assessments, adoption metrics, and feedback analysis

You're Perfect For This If You're...

• A natural educator who makes complex technology feel simple and exciting
• Empathetic and adaptive, creating psychological safety for learners at all levels
• A change champion who uses training as a vehicle to drive genuine adoption and enthusiasm
• Highly organized with the ability to juggle multiple training streams and stakeholders
• Energized by transformation and seeing people grow in confidence

What You'll Need

Essential

• 5+ years designing and delivering training for technology transformations (100+ users)
• Hands-on experience with learning management systems (Talent LMS, Cornerstone, SAP SuccessFactors, or similar)
• Ability to rapidly learn new systems and translate technical concepts for diverse audiences

Highly Desirable

• ServiceNow experience or familiarity with similar enterprise cloud platforms
• Understanding of order-to-fulfilment processes including Order Management and Field Service Management
• Experience in telecommunications, IT managed services, or field service-heavy industries
• Mobile workforce application training experience
• Change Management certification | ITIL Foundation | Adult learning certifications (CPLP, ATD)
• Video production skills for training content

Success Looks Like...

• 200+ users confidently navigating ServiceNow by early 2026 with minimal support or escalations
• A self-sustaining training infrastructure that outlives the programme and continues to enable ongoing learning

What We Offer

• Competitive contract rate
• Work with cutting-edge ServiceNow technology
• Collaborative, innovative team environment
• Flexible hybrid working arrangements
• Make a lasting impact on how people work

Why join Focus Group

At Focus Group, we know our people are our greatest asset. We are a growing company that thrives on collaboration, energy, and creativity, where every individual plays a key role in shaping our success. Focus Group, established in 2003, is one of the UK’s fastest-growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. With over 1300 employees across 19 offices, we have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation.