Change Management Lead

About the role

As Change Management Lead, you will lead clients through the change management activities for each MSP implementation: mapping the user experience, engaging stakeholders, shaping program branding and confirming adoption strategies that fit each client. Your goal is to secure client end users, leadership and suppliers’ understanding, trust and excitement for our MSP program.

Reports to: Senior Director, MSP Project Management
Team: MSP/VMS Implementation Team

What you’ll do

Training development and delivery

• Design, co-create and deliver comprehensive training strategies and materials (intranet sites, home pages and SharePoint sites, quick reference guides, end-user job aids, training decks and FAQs) across client, supplier and internal audiences for each MSP implementation

• Collaborate with clients to define training strategy, adoption goals and delivery approach for each implementation

• Partner with Program Operations and Technology teams to confirm scheduling, logistics and technical readiness ahead of every training session

Communications strategy and execution

• Own communications strategy and execution (messaging, timelines and consistency) across all active implementations, working with clients to define delivery methods that drive adoption and change

• Build and maintain the master communications timeline for each implementation, sequencing announcements and updates against project milestones so no audience is caught off guard

• Tailor delivery method and tone for each audience to maximize message clarity and uptake

Stakeholder engagement, adoption and change support

• Design and drive stakeholder engagement strategies, identifying key champions, sources of resistance and adoption risks by client

• Partner with Change Managers, Implementation Project Managers and Program Teams to support go-live readiness

• Define each client’s adoption strategy and client-specific rollout plan, including training strategy, delivery approach and communications timeline

• Lead program branding discussions with clients, guiding them through brand name ideation, visual identity and messaging, so the MSP/VMS program feels like a trusted, easy-to-use internal service

• Develop client-specific activities that improve user adoption (e.g., office hours, champion networks, targeted follow-up outreach, usage reminders) and support change impact assessments and adoption planning

• Facilitate stakeholder feedback loops and adjust materials based on client and supplier needs, for both new and existing programs, and identify opportunities to improve existing programs

• Participate in weekly Implementation workstream discussions to ensure alignment to the client project plan and action items

Content governance and delivery channels

• Build and continually grow a reusable library of change-agent mapping templates, branding frameworks, communication assets, presentation decks and stakeholder-engagement playbooks

• Ensure all client-facing and internal materials align to brand, compliance and enterprise messaging standards before publication

• Manage content delivery and version control across SharePoint, MS Teams, VMS portals and email, so users always find the current, correct version

How success is measured

• End-user adoption rate and active usage of the MSP/VMS program after go-live, following the client’s engagement strategy

• On-time delivery of training and communication assets against implementation timelines, in collaboration with the Implementation Project Team

• Training session satisfaction, attendance and engagement results

• Stakeholder and champion engagement levels by client, and the consistency and quality of client and supplier program materials

• Positive feedback on rollout strategy from clients and suppliers