Change & Adoption Lead (Ref: 198464)

Forsyth Barnes; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

Forsyth Barnes is seeking an experienced Change & Adoption Lead to support a major enterprise service management and digital workplace transformation programme in Dubai. You will own organisational change and adoption activities, ensuring stakeholders and end users are prepared to adopt new processes, technologies and ways of working.

This hands-on leadership role requires strong experience in enterprise transformation, stakeholder engagement, communications, training and adoption measurement to

Qualifications

• 7+ years delivering enterprise change management and organisational transformation initiatives.
• Minimum 3 years supporting service management or digital workplace transformation programmes.
• Proven experience with stakeholder impact assessments, change strategies, communications and training plans.

Responsibilities

• Lead end-to-end organisational change and adoption activities across enterprise transformation initiatives.
• Conduct stakeholder analysis and impact assessments to identify change requirements and adoption challenges.
• Develop and deliver stakeholder engagement, communications, training and readiness plans.
• Collaborate with Digital Workplace, service management teams and process owners to align change with milestones and releases.
• Establish change champion networks, feedback mechanisms and engagement initiatives.
• Design learning materials, workshops and training sessions for users and leaders.

Skills

Enterprise change management

Stakeholder engagement

Training and adoption

Communications planning

Facilitation

Education

Prosci Change Management Certification

APMG Change Management Practitioner

Tools

ServiceNow ITSM

Microsoft 365

Learning Management Systems

Analytics tools

Job description

We are seeking an experienced Change & Adoption Lead to support a major enterprise service management and digital workplace transformation programme in Dubai.

The successful candidate will take ownership of organisational change and adoption activities, ensuring stakeholders, business teams and end users are fully prepared to adopt new processes, technologies and ways of working.

This is a hands‑on change leadership role, requiring strong experience in enterprise transformation, stakeholder engagement, communications, training and adoption measurement. You will work closely with Digital Workplace, service management teams, process owners and senior stakeholders to drive measurable adoption outcomes and ensure long‑term business readiness.

Key Responsibilities

• Lead end‑to‑end organisational change and adoption activities across enterprise transformation initiatives.
• Conduct stakeholder analysis and organisational impact assessments to identify change requirements and potential adoption challenges.
• Develop and deliver stakeholder engagement, communications, training and organisational readiness plans.
• Work closely with Digital Workplace, service management teams and process owners to align change activities with programme milestones and releases.
• Establish and manage change champion networks, feedback mechanisms and stakeholder engagement initiatives.
• Design and deliver audience‑specific learning materials, workshops and training sessions.
• Define adoption baselines, usage metrics and competency measures to track transformation success.
• Monitor adoption performance, identify gaps and implement corrective interventions where required.
• Ensure knowledge transfer to internal teams, supporting long‑term capability development and business‑as‑usual operations.

Key Requirements

• 7+ years of experience delivering enterprise change management and organisational transformation initiatives.
• Minimum 3 years' experience supporting service management or digital workplace transformation programmes.
• Proven experience delivering stakeholder impact assessments, change strategies, communications and training plans.
• Strong understanding of organisational readiness, user adoption and behavioural change methodologies.
• Experience defining and tracking adoption KPIs, usage metrics and competency measures.
• Ability to engage and influence stakeholders across business and technology functions.
• Strong facilitation, communication and stakeholder management skills.
• Experience developing learning materials, delivering workshops and supporting knowledge transfer.

Certifications

• Recognised Change Management certification – Prosci or APMG Change Management Practitioner.
• ServiceNow Platform Fundamentals or Certified System Administrator (CSA) would be advantageous.

Preferred Technical Experience

• Exposure to ServiceNow ITSM and enterprise service management workflows.
• Familiarity with Microsoft 365 collaboration and communication tools.
• Experience with adoption reporting, learning management systems and analytics platforms.
• Knowledge of ServiceNow reporting and internal capability development tools.