Change Manager

Open to**:Holders Of Full Australian Work Rights**

Location**:ACT, NSW, QLD, VIC or Offsite - **Hybrid or on Site**

We are seeking an experienced Change Manager who will be devising and delivering Change Strategies, Communication Plans, and Training strategies and generally help facilitate the move towards improved customer-centric people, processes and technology.

In this role, you will be accountable for the change management of initiatives with a focus on the CRM and Telephony projects and will report to the CRM and Telephony Project Manager. The role can be assigned to changes being managed by the DTD but also business-initiated change which are pure people & process change.

This is a hands-on role in the development and implementation of Organisational Change Management, Training and Communications Plans. It also includes adoption of the new systems and business practices.

**Duties**:

- Completing change impact assessments of planned organisational change.
- Identifying and managing anticipated resistance to change.
- Supporting the development of communications relevant to change initiatives.
- Providing reporting and other updates to management and project teams.
- Build and develop effective working relationships with internal and external stakeholders, service providers and suppliers.
- Facilitate change impact discussions with key stakeholders to identify and quantify impacts, risks and issues.
- Support the development of training and implementation plans.- Business members (Executive Management, Heads of Departments, Team Leads, Staff members)
- Project members (Project Managers, Product Owners, Process & Business Analysts, Architects)- Coordinate and track the monitoring of actions arising from change impact assessment.
- Draft a variety of written and visual communication products, including guidelines, fact sheets, presentations, brochures, checklists, and news articles.
- Identify, articulate and organise Training Strategies and Plans for both project's IT department (Application, IT Service Management, Integration, Security team) Key Stakeholders and relationships of the role of External Vendor teams.

**Required capabilities (**
These are essential unless otherwise indicated.)
- Qualification
- Change management certification or designation desirable.; PROSCI,

**Knowledge and experience**
- A solid understanding of how people go through a change and the change process
- Proven experience with change methodologies and frameworks e.g., ADKAR
- Experience in developing communication and engagement plans for varied audiences, along with measurement tactics and continuous improvement.
- Experience in managing change impacting upon customer-facing staff
- The ability to write clear, accurate and succinct materials for different purposes
- Strong administrative, planning and organisational skills, including organising own work and meeting deadlines
- Commitment to understanding the project and program context and content and the outputs required to ensure project and business alignment
- The ability to build and sustain relationships and work with a range of stakeholders
- Experience with Not for Profit/charity sector and government, good understanding of government and indigenous environments
- Experience working with Change Fatigue
- Experience working on a wide variety of different types of change from systems and process changes to cultural change to organisational realignment change.
- Adequate experience in process mapping, data analysis and systems to be able to undertake effective change impact assessments and training strategies
- Experience facilitating large groups/workshops to achieve predefined outcomes

**Skills and attributes**
- Flexible and adaptable; able to work in ambiguous situations.
- A solid understanding of how people go through a change and the change process
- Experience and knowledge of change management principles, methodologies and tools.
- Exceptional communication skills - both written and verbal.
- Excellent active listening skills. Ability to establish and maintain strong relationships.
- Ability to clearly articulate messages to a variety of audiences.
- Ability to influence others and move toward a common vision or goal.
- Resilient and tenacious with a propensity to persevere.
- Forward-looking with a holistic approach.
- Organized with a natural inclination for planning strategy and tactics.
- Problem-solving and root cause identification skills.
- Able to work effectively at all levels in an organization.
- Must be a team player and able to work collaboratively with and through others.
- Acute business acumen and understanding of organizational issues and challenges.
- Familiarity with project management approaches tools and phases of the project lifecycle.
- Highly proficient in Microsoft Office (Excel, Word, PowerPoint)

**Essential criteria**
- Experience in managing change impacting upon customer-facing staff
- Experience working on a wide variety