[Hiring] Adoption, Change, and Service Management Consultant @Microsoft

Role Description

The Adoption, Change, and Service Management (ACSM) Consultant is a non-technical consulting role focused on helping Microsoft’s Defense customers successfully navigate organizational, technology, and AI-enabled transformation. Operating at the program level, ACSM Consultants lead organizational change, adoption, AI readiness and governance, and service management initiatives that connect people, processes, and technology to mission and business outcomes.

ACSM Consultants work across multiple projects, services, and stakeholders to accelerate adoption and utilization of Microsoft cloud, AI, agentic AI, and emerging technologies while helping customers evolve their processes, workforce capabilities, governance, and ways of working. They also contribute to business development, pre-sales, risk management, and solution shaping in collaboration with technical teams and the broader Microsoft ecosystem.

As trusted advisors, thought leaders, and agents of change, ACSM Consultants help customers turn technology investments into sustained adoption, operational maturity, and measurable mission value.

Responsibilities include:

• Develop and execute organizational change, adoption, and service management strategies that accelerate adoption and effective utilization of Microsoft cloud, AI, including Microsoft 365 Copilot and agents, agentic AI, and emerging technologies.
• Lead organizational and AI readiness, stakeholder impact, and change assessments, helping customers evolve workforce capabilities, roles, business and mission processes, and ways of working to successfully adopt AI and human-AI collaboration.
• Design and deliver stakeholder engagement, communications, learning, enablement, champion networks, and reinforcement strategies that drive sustained adoption and organizational change.
• Lead current- and future-state process mapping and translate business and mission needs into requirements, user stories, and acceptance criteria within Agile delivery.
• Support the operationalization and adoption of AI, data, and information governance, including Microsoft Purview and responsible AI practices, by aligning people, processes, roles, accountability, policies, and change activities with organizational governance objectives.
• Lead IT Service Management (ITSM) process design, implementation, maturity, and continual improvement initiatives that strengthen service delivery, operational readiness, governance, adoption, and customer outcomes.
• Operate at the program level across multiple projects, services, stakeholders, and regions to align adoption, organizational change, AI governance, and service management activities with broader transformation objectives.
• Define and use adoption, readiness, maturity, utilization, and service management measures to evaluate progress, identify gaps, and demonstrate business and mission value.
• Build trusted relationships and serve as a trusted advisor and agent of change, proactively managing risks and connecting organizational change, technology delivery, governance, and customer outcomes.
• Identify opportunities to expand and accelerate customer adoption and utilization of Microsoft cloud, AI, and services while contributing ACSM expertise to pre-sales, business development, and solution-shaping activities.

Qualifications

• Bachelor's Degree in Computer Science, Engineering, Finance, Business, or related field AND 3+ years consulting experience in organizational change management, adoption, service management, or business transformation OR equivalent experience.

Requirements

• Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
• The successful candidate must have an active U.S. Government Top Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.
• Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain Classified as Microsoft Confidential citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance.

Preferred/Additional Qualifications

• Bachelor's Degree in Computer Science, Engineering, Finance, Business, or related field AND 5+ years of consulting experience in organizational change management, adoption, service management, or business transformation.
• Experience leading organizational change and adoption initiatives within large-scale, complex organizations.
• Experience with process design, implementation, and continuous improvement.
• Experience with IT Service Management (ITSM) design, implementation, or process improvement.
• Experience supporting technology and AI-enabled transformation, including organizational readiness, stakeholder engagement, workforce enablement, and adoption.
• Executive-level interpersonal, written, verbal, facilitation, and presentation skills.
• Experience with Agile delivery and project or program management.
• Experience supporting Department of War (DoW) or Federal Government customers.
• Experience leading large-scale enterprise adoption and change management initiatives.
• Change management certification such as Prosci, CCMP or equivalent.
• ITIL 4, Lean Six Sigma, CMMI, or related service/process management certification.
• Experience supporting pre-sales, business development, or consultative solution selling.
• Understanding of AI and emerging technologies and the organizational changes required to successfully adopt them, including impacts to people, processes, services, governance, and ways of working.

Benefits

• The typical base pay range for this role across the U.S. is USD $101,800 - $193,800 per year.
• There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $126,100 - $207,600 per year.
• Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here .