Change Manager

The Change Manager is accountable for planning, managing and delivering the overall change-management approach for assigned Digital Services projects. The role prepares affected countries, sites and users through stakeholder engagement, communications, training, readiness planning, local change-agent networks and site-specific go-live hypercare. The Change Manager works closely with the Project Manager and Business Owner to support successful adoption and sustainable business outcomes.

• Own and maintain the change-management strategy and integrated change plan for each assigned project, aligned with project scope, milestones, dependencies and risks.

• Assess organisational, operational and site-level impacts; identify affected stakeholder groups, adoption risks, readiness gaps and required interventions.

• Define measurable change, readiness and adoption outcomes; track progress and report status, risks and corrective actions through project governance.

• Develop and manage stakeholder engagement plans across countries, sites, functions and leadership groups.

• Create and deliver clear, timely and audience-specific project communications so country and site teams understand what is changing, why, when and what action is required.

• Ensure role-based training content, user guides, quick-reference materials and supporting documentation are developed, reviewed, approved and maintained.

• Plan training delivery by country and site, coordinating audiences, trainers, environments, schedules, attendance, completion tracking and follow-up support.

• Establish, equip and sustain a network of local change agents or champions to support communication, training, readiness, feedback and adoption.

• Lead site-readiness planning and maintain site-specific readiness criteria, checklists, dependencies, decisions and escalation paths.

• Plan and coordinate site-specific go-live hypercare, including support coverage, issue triage, feedback capture, daily reporting, escalation and transition into business-as-usual support.

• Capture user feedback, resistance themes and adoption barriers, then recommend and coordinate practical mitigation actions.

• Partner with the Project Manager on integrated planning, RAID management, governance, dependencies and milestone delivery.

• Support the Business Owner in clarifying business outcomes, reinforcing sponsorship, making change decisions and sustaining ownership after go-live.

• Ensure change-management deliverables are quality-checked, version-controlled and retained in the agreed project repository.

• Contribute to post-implementation reviews, lessons learned, benefits realisation and continuous improvement of the Digital Services change framework.