🚀 Manager, IT Change Management

SUMMARY

The Manager of IT Change Management will promote IT service excellence and enhance end user experience with new and changing technologies by successfully managing the change management, user adoption (including user pilot execution), and project-oriented communications for IT. The individual will develop and maintain relationships with Technology Training, Project Managers, Portfolio Directors and Managers, Office/Local IT Managers, and Service Desk personnel to ensure clear, transparent, organized, understandable communications for all major changes within IT. Along with User Experience Analysts s/he will serve as a user advocate on IT projects. This person will also have User Communications and Change Management direct reports.

RESPONSIBILITIES

Change Management

• Create and execute change management plans for various projects, collaborating with leads of impacted functional areas, including Communications, Technology Training, and User Services & Support.
• Manage the overall timeline of the change management components, identifying cross‐functional dependencies, key milestones, and critical paths, and ensuring that the overall change management schedule stays aligned with that of the overall IT initiative.
• Monitor and report the status of Change Management initiatives, facilitate resolution of issues, and as appropriate, elevate issues requiring management attention.
• Communicate with overall Project Manager to ensure change management activities align with the overall IT initiative.

User Adoption

• Design, develop and execute change management strategies and plans to promote and support end user adoption of technology initiatives while ensuring positive end user experience during the transition period.
• Plan pilots, including pilot objectives, process, participants, scope, communications and feedback.
• Work with Project Managers to ensure that user pilot, user adoption, and communication plans align with overall project timelines and scope.
• Track and analyze pilot feedback data and create reports outlining results and recommendations for fixes, improvements, and enhancements. Ensure escalation and follow‑up on all feedback.
• Participate in change control reviews of operational upgrades and maintenance to ensure the end user impact of change events are appropriately identified accurately and in a timely manner.

Project Communications

• Create and execute an IT Communication plan for all assigned projects. Ensure timely review and distribution of communications, working closely with the pertinent IT personnel as necessary.
• Participate in change control process definition to ensure integration of the end user communication process.
• Determine appropriate communication media for IT messages.

Employee Management

• Participates in hiring, managing and developing members of their team.
• Oversees daily operations and reviews staff work.
• Manages professional development of staff goal setting, coaching and training.
• Prepares annual performance appraisals and provides timely feedback on performance.

REQUIREMENTS

• 5+ years of experience with IT Change Management and Communications
• 2+ years of experience leading or managing the change management function
• A passion and energy for driving change within enterprise organizations

BONUS SKILLS

• Experience managing direct reports
• ProSci Change Management certification
• IT/Software QA or QA Management experience
• Bachelor's Degree