Change Manager

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- Location: Canberra, Australian Capital Territory
- Type: Contract
- Job #15087

**About the role**:
Our client is seeking an experienced Organisational Change manager to provide change, training and communication activities supporting customer facing functions improving their customer feedback processes. The Change Manager will work with the Project Manager and Technical Business analyst as well as key business stakeholders including Project Sponsor (COO) and our clients leadership team and associated project working groups.

**Key responsibilities**:
The Change Manager is responsible for supporting and delivering change activities including assessment, analysis, development, documentation, and implementation of change to ensure successful implementation of the program.

The role is responsible for managing stakeholder expectations about the program, generating buy-in to the solution, ensuring organisational alignment to deliver business engagement and change readiness.
- Working closely with all stream and program stakeholders to ensure staff are well prepared for system implementation
- Supporting the project manager to drive successful engagement, delivery and adoption of new system processes and changes.
- Identifies and outlines any project and change management risks and mitigations.

Conduct change needs assessment across stream’s projects of work
- Developing change management plans for the Customer Feedback project and/or change initiatives
- Defining change management success metrics and measuring performance against these
- Work alongside leadership to implement relevant change actions.

Lead communication efforts
- Support the design, development, delivery, and management of communications.
- Supporting staff adopt the change, including by being a trusted advisor at all levels, through the development and introduction of processes and tools which facilitate the integration and engagement and through capability uplift aligned with new functions.
- Providing coaching and training to employees at all levels.

Assess the change impact
- Conduct impact analyses, assess change readiness, and identify key stakeholders.
- Identifying potential risks and associated mitigation strategies, working closely the division’s Assistant Director Risk.
- Providing reporting and other updates to management and project teams.
- Review and align business processes, systems, and technology.

Lead training efforts
- Provide input into document requirements and create design and delivery of training programs.
- Contribute to planning processes to ensure timeframes for development, implementation and support take account of user needs and constraints; ensure all change management issues are thoroughly researched and resolved prior to implementation.
- Products to be delivered are (but not limited to) organisational change context, stakeholder identification, change analysis, change solution and training.
- Prepare and deliver presentations and briefings as required; provide management with status of projects and other project related issues as required.

**Skills and experience**:

- Exceptional communications skills and attention to detail with the development of internal communications.
- Five years plus experience in
- Planning and conducting workplace and IT organisational change for customer service in Commonwealth organisation and programs (including cultural change in small organisation) and / or with large scale organisational change efforts
- A range of change management principles, methodologies, and tools
- Facilitating change planning, including stakeholder identification, business impact analysis, change management planning and reporting.
- Stakeholder expectation management,
- Working on digital transformations for government.
- Ability to
- Establish and maintain strong relationships with peers and operational teams across all levels in an organisation.
- Rapidly understand complex organisations, impacts of change, and identify solutions (Business Acumen)
- Work collaboratively as part of a team with the flexibility to work in complex and dynamic environments.
- Clearly articulate messages to a variety of audiences
- Negotiate with, and influence, peers, operational teams and leaders to achieve viable solutions and a common vision or goal,
- Problem solve and manage risk and opportunity including consideration to root cause identification.
- A solid understanding of
- Human factors of change and the change process
- Prosci ADKAR model or other formal change management.
- Project