Required Experience

• Significant experience leading change management for large, complex business and technology transformation programmes.
• Strong experience within telecommunications, technology, digital services, or another large-scale, highly regulated environment.
• Demonstrable experience managing change across multiple business units, functions, locations, and stakeholder groups.
• Experience supporting transformations involving areas such as customer operations, digital channels, network operations, service management, OSS/BSS, cloud, data, automation, or operating-model change.
• Proven ability to engage and influence senior executives, programme sponsors, and operational leaders.
• Experience working within complex programme structures involving internal teams, strategic suppliers, and multiple delivery partners.
• Strong understanding of change impact assessment, stakeholder management, communications, training, business readiness, adoption, and benefits realisation.
• Experience using recognised change methodologies such as Prosci/ADKAR, Kotter, Lewin, or an equivalent enterprise change framework.
• Ability to translate complex technology and programme information into clear business messages for different audiences.
• Experience managing resistance and supporting teams through uncertainty and significant organisational change.

Skills and Competencies

• Strategic change leadership
• Stakeholder engagement and executive influencing
• Change impact and readiness assessment
• Organisational design and operating-model awareness
• Communication and engagement planning
• Training and capability-development planning
• Business adoption and benefits realisation
• Change governance, reporting, and risk management
• Strong facilitation, presentation, and workshop-management skills
• Excellent written and verbal communication
• Analytical thinking and structured problem-solving
• Ability to manage ambiguity, competing priorities, and complex dependencies
• Collaborative leadership across multidisciplinary and geographically distributed teams

Qualifications

• Bachelor’s degree in business, management, organisational development, human resources, communications, technology, or a related discipline.
• Change management certification such as Prosci, APMG Change Management, CCMP, or an equivalent qualification is preferred.
• Programme or project management certification such as PRINCE2, MSP, PMP, Agile, or SAFe would be advantageous.

Desirable Experience

• Experience delivering change within a global telecommunications organisation.
• Understanding of the telecommunications value chain, including customer experience, order management, service fulfilment, service assurance, billing, and network operations.
• Experience supporting Agile, product-led, or scaled delivery environments.
• Experience with workforce transformation, organisational restructuring, process simplification, or capability uplift.
• Familiarity with digital adoption, change analytics, and employee-engagement tools.
• Experience supporting major platform migrations, service transitions, or enterprise-wide transformation initiatives.

Measures of Success

• Business readiness achieved in line with programme and release milestones.
• High levels of stakeholder engagement and leadership alignment.
• Effective completion of communications, training, and readiness activities.
• Measurable adoption of new systems, processes, and ways of working.
• Reduction in resistance, operational disruption, and post-deployment issues.
• Successful transition of change into business-as-usual operations.
• Achievement and sustained realisation of intended programme benefits.

Information Security Responsibilities

• Promote and enforce awareness of key information security practices, including acceptable use of information assets, malware protection, and password security protocols.
• Identify, assess, and report security risks, focusing on how these risks impact the confidentiality, integrity, and availability of information assets.
• Understand and evaluate how data is stored, processed, or transmitted, ensuring compliance with data privacy and protection standards (GDPR, CCPA, etc.).
• Ensure data protection measures are integrated throughout the information lifecycle to safeguard sensitive information.

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