The posting
The Change Lead is responsible for assisting in developing and implementing change management strategies that ensure successful adoption of business, process and technology changes. Working closely with operational teams and stakeholders, the Change Lead will drive employee engagement, with a particular focus on training, documentation and end-user support for Totalmobile.
The role acts as the bridge between project delivery and business readiness, ensuring that people are prepared, supported, and equipped to embrace change effectively.
A core part of the role is ownership of the Totalmobile end-user learning and support ecosystem: the training curriculum and content, the guidance and process documentation published on our intranet site, and the self-service and support journey through the HALO support portal. The Change Lead ensures these channels stay accurate, current and joined up as Totalmobile functionality and ways of working evolve.
Key Responsibilities
Change Strategy & Planning
- Develop and maintain comprehensive change management strategies and plans.
- Conduct change impact assessments to identify affected stakeholders, processes, and ways of working.
- Define change interventions aligned with programme objectives and organisational priorities.
- Establish change management frameworks, methodologies, standards, and governance.
Stakeholder Engagement
- Identify and map key stakeholders across the organisation.
- Build strong relationships with leaders, managers, and subject matter experts.
- Develop stakeholder engagement plans to gain commitment and support for change initiatives.
- Facilitate workshops, focus groups, and stakeholder meetings.
Communications
- Work with communications teams to create and deliver targeted communication plans.
- Ensure consistent and timely messaging throughout the change lifecycle.
- Develop key messages, presentations, briefing packs, and leadership communications.
- Monitor communication effectiveness and adjust approaches as required.
Totalmobile Training, Documentation & Business Readiness
- Assess training requirements and support learning strategies.
- Coordinate the creation and delivery of training materials and sessions.
- Design and maintain the Totalmobile training curriculum for user groups of field operatives, schedulers, supervisors and back-office users. This will also include role-based pathways for new starters and refresher training.
- Deliver training through a blend of methods appropriate to the audience: instructor led and virtual classroom sessions, floor-walking and on the job support at go live, train the trainer and super-user programmes, short how to videos, quick reference guides and self-paced e-learning.
- Build and maintain a super-user and champion network to provide peer support and first-line guidance within operational teams.
- Gather feedback and training evaluation data, and iterate content in response to user capability gaps, support ticket themes and Totalmobile releases.
- Ensure employees and managers are prepared for new systems, processes, and behaviours.
- Conduct readiness assessments and monitor adoption activities.
- Documentation, Intranet & Support Channels
- Own the Totalmobile documentation set. User guides, standard operating procedures, process maps, FAQs and release notes. Ensuring a single source of truth with clear version control and review dates.
- Maintain and improve the Totalmobile area of the intranet site so that guidance is easy to find, logically structured, searchable and written in plain English.
- Work with the service desk to align the HALO support portal with training and documentation: maintain the Totalmobile knowledge base articles and self-help content, and ensure ticket categories and request forms reflect current processes.
- Analyse HALO ticket trends to identify recurring user issues, and close those gaps through targeted training, revised documentation or improved self-service content.
- Publish and communicate documentation and guidance updates ahead of each Totalmobile change or release, retiring superseded content.
Change Adoption & Benefits Realisation
- Measure change adoption and user engagement using appropriate metrics.
- Identify areas of resistance and implement mitigation actions.
- Support business leaders in embedding sustainable behavioural and cultural change.
- Track and report on change outcomes and benefit realisation.
Leadership & Governance
- Provide expert advice and guidance on change management best practices.
- Present change updates and recommendations to programme boards and senior leadership teams.
- Manage change risks, issues, dependencies, and mitigation plans.
- Contribute to continuous improvement of organisational change capability.
Skills & Experience
Essential
- Proven experience leading organisational change within complex transformation programmes.
- Strong understanding of change management methodologies and frameworks.
- Experience delivering change associated with technology, process, or organisational transformation.
- Excellent stakeholder management and influencing skills at all levels.
- Strong communication, facilitation, and presentation skills.
- Experience conducting change impact assessments and business readiness activities.
- Demonstrable experience designing, writing and delivering end-user training for a business system, using a blend of delivery methods.
- Strong technical writing skills, with experience authoring user guides, standard operating procedures and quick reference material for non-technical audiences.
- Experience creating and maintaining content on an intranet, knowledge base or similar self-service platform.
- Confident using content creation tools for example screen capture and video, e-learning authoring and diagramming or process mapping software.
- Ability to manage multiple priorities and work in a fast-paced environment.
- Strong analytical and problem-solving skills.
Desirable
- Change Management certification
- Experience within large-scale digital transformation programmes.
- Knowledge of Agile, Waterfall, or hybrid project delivery methodologies.
- Experience using change analytics and adoption measurement tools.
- Working knowledge of Totalmobile or a comparable mobile workforce management solution.
- Experience with HALO, or another IT service management and knowledge base platform.
- Experience of mobile-first or field-based user groups, where training and guidance must work on a handheld device.
- Training or learning and development qualification (for example CIPD, TAP or equivalent).
Key Competencies
- Strategic Thinking
- Stakeholder Management
- Influencing and Negotiation
- Communication and Engagement
- Leadership
- Collaboration
- Resilience and Adaptability
- Planning and Organisation
- Problem Solving
- Customer Focus
- Training Design and Delivery
- Writing and Documentation Quality
- Knowledge Management and Attention to Detail
Qualifications
- Bachelor's degree or equivalent professional experience.
- Relevant Change Management certification desirable.
- Project Management qualification (PRINCE2, MSP, Agile, PMP) advantageous.
Success Measures
The Change Lead will be measured against:
- Successful adoption of change initiatives.
- Achievement of business readiness milestones.
- Stakeholder engagement and satisfaction levels.
- Reduction in change resistance and associated risks.
- Delivery of planned benefits and outcomes.
- Quality and effectiveness of communications and training activities.
- Training coverage, completion and pass rates across each Totalmobile user group.
- User confidence and satisfaction scores following training.
- Currency and completeness of Totalmobile documentation and intranet content, measured against review dates.
- Reduction in avoidable HALO support tickets and in repeat how-do-I queries.
- Take-up of self-service guidance and knowledge base articles in HALO.
- Compliance with change governance and reporting requirements.
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