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.