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Service Now Change Manager (Contract)- PVH Corp

Bridgewater, New Jersey, United States of America
Closing date
11 Jan 2023

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Full Time
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Job Details

Job Description:

Work with the Global Enterprise Products and Operational Support team focused on customer-facing and internal programs. You'll work alongside a team of seasoned program managers who run programs to drive efficiencies and to optimize the customer and internal experience within this technical customer support organization. The global team is highly collaborative, shares best practices and always looking for opportunities to standardize and streamline the program management practice. Check out our team if you're a results-oriented visionary who likes to dream big!


As a technical change manager and product manager, you will be responsible for managing key internal Customer Support programs and external customer-facing initiatives with the aim of improving the overall customer and employee Services and Support experiences. Depending on needs, sometimes, for major initiatives, you will be focused as the change manager to ensure fantastically successful adoption. Other times, you'll be working on initiatives as the end-to-end program and change manager.

What you get to do in this role:

  • Drive Change Management for major programs requiring focused effort to foster adoption, driving commitment based on understanding and support.

  • Drive programs and projects which support the organization such as delivering new services, improving service capabilities, increasing effectiveness for customers and employees, etc.

  • Projects have a wide variety of goals, such as driving resolutions to problems, changes in strategic direction, optimization of operational effectiveness, communications, compliance, quality, systems rollout, education/training coordination and liaison activities between cross-functional entities. Each program is a new journey, with unique challenges, opportunities, and learnings.

  • Represent change management and release management operations and interface effectively with cross-functional teams, senior-level business executives and customers to create and implement solutions to improve customer experience.

  • Assess current systems, best practices, quality, and service, introducing improvements to ensure operations stays in line with growing business needs.

  • Analyze operational, customer and business effectiveness data to identify opportunities for improvement and measure the effectiveness of changes introduced.


To be successful in this role you have:

  • 8+ years of experience in an enterprise environment or equivalent experience

  • 5+ years demonstrated experience in managing key projects or equivalent experience: specifically, experience leading impactful cross-functional, technical Program/Project management experience including planning, scheduling, monitoring and stakeholder reporting resulting in achievement of business and operational KPIs and goals

  • 5+ years or equivalent driving large-scale organizational change efforts including adoption, communication, enablement, and captivating hearts with cultural change

  • Bachelor's Degree

  • Experience will be in high-tech/SaaS or PaaS, ideally including customer support operations or support delivery

  • Ability to learn quickly and pick up tools, systems, and processes in a short amount of time

Highly desired experiences:

  • Experience with legacy ITSM applications, such as ServiceNow is a big plus

  • PMP, PROSCI, ACMP, SAFe, Agile and Six Sigma certifications are highly desired

  • Prior experience with implementing or supporting ServiceNow products in an Enterprise setting is a plus

  • BS degree in computer science, engineering or related discipline or equivalent experience Success Behaviors

  • Effective Communications - Proven ability to communicate effectively, persuasively, and concisely at the senior leadership level and all levels of the organization

  • Flexibility and Adaptability - Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed

  • Managing Multiple Priorities - Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

  • Organizational Change Management - Knowledge of and ability to align the organization's people and culture with changes in business strategy, organizational structure, technology, and business processes. Recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

  • Organizational Savvy - Knowledge of organizational motivation and influence tactics; ability to effectively navigate formal and informal communication and decision-making channels

  • Thought Leadership and Strategic Thinking - Ability to gather and analyze data - both objective and human factors - to simplify complicated context into actionably organized and targetable strategies and to propose and sell those ideas



PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications, consistent with applicable law and without regard to race, color, sex, gender identity or expression, age, religion, creed, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH also has a strong corporate commitment to inclusion, diversity and to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential. To achieve these goals, across the United States and its territories, PVH prohibits any PVH employee, agent or representative from requesting or otherwise considering any job applicant's current or prior wages, salary or other compensation information in connection with the hiring process. Accordingly, applicants are asked not to disclose this salary history information to PVH


About PVH Corp.
PVH is one of the most admired fashion and lifestyle companies in the world.

We power brands that drive fashion forward – for good.

Our brand portfolio includes the iconic CALVIN KLEIN and TOMMY HILFIGER brands.  We market a variety of goods under these and other nationally and internationally known owned and licensed brands. PVH has over 40,000 associates operating in over 40 countries and $9.9 billion in annual revenues. That's the Power of Us. That’s the Power of PVH.



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