IT WORLD LIMITED
Change Manager
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Section 2 – Job Purpose
The Change Manager is responsible for planning, managing, and executing day-to-day change management activities for a business led change or a specific digital product or service. This role ensures that the people side of change is addressed effectively, focusing on stakeholder engagement, business readiness, communication, and adoption.
Working closely with product owners, delivery teams, and end users, the Change Manager helps to embed change by designing and implementing structured approaches that support individuals and teams through transformation. The role requires a combination of hands-on delivery skills, user empathy, and the ability to manage complexity across stakeholders and workstreams.
This position is essential in making sure digital and transformational changes are well understood, well adopted, and sustainably embedded into business-as-usual.
Section 3 – Key Accountabilities
Change Delivery and Execution
- Design and deliver tailored change plans for a specific digital product or initiative.
- Coordinate stakeholder engagement, communications, training, and support activities.
- Create and manage change content, including user-facing materials and guidance documents.
- Monitor and report on business readiness, adoption progress and change impact by gathering feedback.
- Design and deliver detailed change implementation plans, including timelines, resource allocation, and risk management strategies.
Stakeholder and User Engagement
- Build and maintain strong relationships with product teams, end users, and business leaders.
- Ensure change messaging is clear, relevant, and timely for impacted groups.
- Represent user needs and feedback within product delivery and change decision-making.
- Support the identification and engagement of change champions and advocates.
- Listening and understanding stakeholder concerns and managing expectations.
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User Journey and Adoption Support
- Map user journeys and identify impacts across business roles and processes.
- Help prepare users for upcoming changes and manage resistance or concerns.
- Provide support to teams and individuals during the transition period, fostering a smooth and successful adoption of change.
- Support post-launch activities to ensure the change is embedded in business-as-usual.
- Contribute to continuous improvement through lessons learned and feedback cycles.
Collaboration and Alignment
- Work closely with Strategy, Transformation and Change Lead to align change delivery with broader product and organisational goals.
- Partner with communications, and project teams to ensure coordinated execution.
- Contribute to the uplift of change maturity across teams through knowledge sharing and support.
- Provide support to teams and individuals during the transition period, fostering a smooth and successful adoption of change.
- Working closely with workforce strategy to produce training needs and plans to enable smooth implementation of the strategy.
Section 4 – Knowledge, Experience and Technical Know How
- Proven experience as a Business or Digital Change Manager, Change Analyst, Process Improvement Specialist or in a similar role.
- Change Management Qualifications e.g. APMG, Lean 6-Sigma Green-Belt, Prosci.
- Strong understanding of stakeholder engagement, business readiness, and user adoption principles.
- Ability to manage multiple priorities and deliver in a fast-paced setting.
- Excellent interpersonal, empathy and communication skills and ability to build strong relationships.
- Exceptional ability to solve problems and think analytically.
- Experience with journey mapping, impact assessments, or role mapping is advantageous.
- Great organisational, project, and time management skills.
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Section 5 – Qualifications
Essential (at appointment):
- Tertiary education qualification or equivalent in related discipline (e.g. business administration or change management).
Section 7 – Leadership Qualities & Business Skills:
We are looking for our people to continuously improve and bring our delivery model to life. We expect the following Essentials and behaviours across all roles:
- Create belonging: Be part of a trusting team environment, where all are equally welcomed, and diversity is valued. Be open and genuine. Care for yourself and others. Meet regularly and meet well.
- Set direction: Be clear on what needs to be done, why, when and by whom.
- Drive change: Make change happen. Shape, own and land change. Align with leaders, build commitment to the change.
- Deliver results: Make sure that you and the team take ownership to deliver as promised, in line with our values and behaviours. Inspire and motivate others, build momentum, create energy for action.
- Develop others: Support, challenge and develop every member of the team so they can perform at peak and reach their potential. Pay attention to your own development.
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