Change Manager

PSD Group; Barcelona; On-site; EUR 70,000 - 100,000; Full time

Job summary

PSD Group is seeking an experienced Change Manager to drive a major Service Management transformation in a large, complex digital programme in Spain. You will lead change activities, engage with senior stakeholders, and define the future operating model across processes, data and people.

The role requires 7+ years in change management, strong communication and stakeholder engagement skills, and experience in agile, waterfall or hybrid environments.

Qualifications

• 7+ years' experience in Change Management across technology, business or digital transformation.
• Proven experience managing change across large-scale business and technology transformation.
• Experience engaging with senior stakeholders, executives and project sponsors.
• Strong stakeholder analysis, engagement and change impact assessment experience.
• Experience developing and delivering change strategies, communications, training and adoption plans.

Responsibilities

• Develop and lead the overall change management strategy for the Service Management transformation.
• Integrate change activity into the project plan and delivery roadmap.
• Assess organisational impact and define current and future state.
• Identify stakeholder groups, readiness and potential resistance to change.
• Develop change impact assessments and engagement plans across business and technology teams.
• Support communication of the vision and benefits to senior leadership and stakeholders.
• Create training, guidance and materials to support adoption and transition.
• Monitor adoption and address areas where processes or technology are not embedded.

Skills

Change management

Stakeholder management

Communication

Executive engagement

Agile/Waterfall/Hybrid

English fluency

Job description

My client is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft, and governments. Their technology powers more seamless, safe, and sustainable air travel.

About the Role

We are looking for an experienced Change Manager to support a large and complex digital transformation programme. The organisation is undertaking a much broader transformation journey, looking at how it operates, how its technology supports the business and how it can make better use of data, automation and AI.

A key part of this journey is a major transformation of its Service Management capability. While ServiceNow is already in place, the organisation is effectively starting again from the ground up, redefining processes, services, ownership models, operating processes and the underlying data / CMDB structure. This is therefore much more than a technology implementation.

The programme will introduce significant changes to ways of working, processes, roles, responsibilities, service ownership and operational practices.

The Change Manager will be responsible for ensuring that the organisation is ready to adopt and embed these changes, working closely with the Project Manager, Project Sponsor, Service Owners, Product Owners, Operations, Architecture and wider business stakeholders. You will play a key role in understanding the impact of the transformation on different areas of the organisation and developing the change approach required to successfully move people from the current state to the future operating model.

Key Duties:

• Develop and lead the overall change management strategy and approach for the Service Management transformation.
• Work closely with the Project Manager to ensure change activity is fully integrated into the overall project plan and delivery roadmap.
• Understand the current operating environment and assess the organisational impact of proposed changes to processes, services, systems, roles and responsibilities.
• Define the current state, future state and change journey, identifying the key changes required across the organisation.
• Work closely with Product Owners, Service Owners and Operations to understand how the future operating model will impact teams and individuals.
• Identify key stakeholder groups and assess their level of impact, influence, readiness and potential resistance to change.
• Develop and maintain a detailed change impact assessment across business and technology teams.
• Work with senior stakeholders to build understanding, alignment and sponsorship for the transformation.
• Support the Project Sponsor and senior leadership team in communicating the vision, objectives and benefits of the transformation.
• Develop and execute stakeholder engagement and communications plans throughout the programme.
• Ensure communications are clear, consistent and tailored to different audiences. Work closely with Service Management and Operations teams to ensure new processes and ways of working are understood and embedded.
• Develop appropriate training, guidance, documentation and supporting materials for impacted teams.
• Ensure training and adoption plans align with the ServiceNow implementation, process changes and operational transition.
• Support user readiness activities, including workshops, demonstrations, testing, UAT and operational readiness.
• Work with the project team to identify and manage resistance to change and develop appropriate mitigation strategies.
• Establish mechanisms for gathering feedback from impacted teams and using that feedback to improve the implementation approach.
• Support planning and execution of cutover and transition into BAU, ensuring teams are ready to operate the new processes and capabilities from Day 1.
• Develop and track change readiness and adoption measures throughout the programme.
• Monitor adoption following implementation and work with stakeholders to address areas where the new processes or technology are not being embedded effectively.
• Ensure lessons learned and feedback are incorporated into future phases of the wider digital transformation.

What we are looking for Required Experience

• 7+ years' experience in Change Management, ideally across complex technology, business or digital transformation programmes.
• Proven experience managing change across large-scale business and technology transformation.
• Experience working on programmes involving significant changes to processes, operating models, technology and ways of working.
• Strong experience working with senior stakeholders, executives and project sponsors.
• Experience engaging with Product Owners, Service Owners, Operations and technical teams.
• Strong stakeholder analysis, engagement and change impact assessment experience.
• Proven experience developing and delivering change strategies, communications, training and adoption plans.
• Experience managing resistance and helping organisations transition from current-state to future-state ways of working.
• Strong understanding of organisational readiness and operational transition.
• Experience working within Agile, Waterfall or Hybrid project environments.
• Excellent communication and influencing skills.
• Fluent in English.

Service Management / ServiceNow Experience

• Experience within IT Service Management or Service Operations would be highly desirable.
• Service modelling and service mapping.
• Technology adoption.
• Data transformation and migration.
• Cutover and operational transition.

The successful candidate does not need to be a ServiceNow technical specialist, but should understand how changes to Service Management processes, data and technology can impact people, roles and operational teams.