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Job Opportunity

Senior Change Manager

Type: Full Time  Region: United Kingdom  Department: Managed Services 


We are looking for a full-time Senior Change Manager.

The Senior Change Manager leads the team of Change Managers and supports on market onboarding onto the Ecosystem from Digital Asset Management perspective and lead various projects. Acting as DAM Subject Matter Expertise, lead the stakeholders to adopt the new way of working with an experience of smooth transition.

You will be in close communication with a wide variety of key stakeholders, including (the client) global and local eCommerce teams, key in-market representatives, global and local creative and production agencies, as well as the wider teams working to support the global rollouts.

You will work closely with our existing operational support, migration, and production teams. You will liaise directly with the Client, acting as escalation point for all change management deliverables.

You will help upskill the Junior Change Manager, with the aim of developing their expertise and skillset.

You must be confident in your ability to challenge assumptions and clearly articulate whatever the situation requires. You must feel comfortable in adopting this approach with all stakeholders, including all clients, ICP directors, partners and other ICP managers, colleagues, and staff.

Key Responsibilities

• Define eCommerce onboarding roadmap and prioritization and coordinate onboarding project with Junior Change Manager. Ensures best practices are followed for the migration and management of assets and data including developing/maintaining asset specifications.
• Set up change management plan, communication plan, training plan, metadata structure/schema, taxonomy, migration plan, data governance plan, right management approach in project tactic phase
• Lead initial onboarding calls with Market with the support of the Junior Change Manager to help identify scope.
• Activate meetings with primary ecosystem and DAM stakeholders for eCommerce workstream, project or when it is needed.
• Identify and capture any variance or additional requirements in markets’ current workflow as well as any risks affecting our deliverables.
• Bridge between internal teams, the client, IT, and other stakeholders.
• Where required and in liaison with the Project Consultants team map out UAT scenarios to define “To-Be” user journeys.
• Identifies and escalates pain points from various business units to account leadership. While also taking initiative in identifying potential solutions.
• Provide proactive solutions to process refinement and efficiencies.
• Contribute to and encourage Junior Change manager to identify potential Change Management improvements and innovation, based on learnings taken from reporting and external channels.
• Train Junior Change Manager to identify scope and onboarding requirements for BAU support.
• Assist Junior Change Manager with any questions or escalations during all stages of the onboarding lifecycle.
• Train the Junior Change Manager on process mapping, implementing an action plan, user acceptance criteria and post go-live reporting to ensure they are fully comfortable leading this on their own in the long-term.
• Act as SME, sharing knowledge and supporting managed services and project consultants.
• Proactively identify and reduce knowledge gaps within the Managed Services practice by deliver trainings, coordinating communication and suggesting ideas for improvements.

Key Experience & Skills

• Excellent communication skills, in both written and spoken English is required.
• Excellent attention to detail is essential.
• Should have an affinity with creative providers.
• Strong IT skills. Must be familiar with full Microsoft package as well website navigation.
• An understanding of file formats. Understanding/willingness to learn technical file/solution requirements.
• The ability to multi-task and show enthusiasm for all aspects of Change Management role.
• Teamwork and being a team player are essential, systematic, and logical.
• Must be willing to work with a variety of industry disciplines.
• Drive integration/innovation.
• Experienced in conflict management and managing client expectations.

• Authenticity – Being present, honest, and sincere goes a long way.
• Compassion – Doing the right thing means driving connection within our community and caring for one another.
• Focus on Service – Roll up those sleeves and tackle every problem with a can-do attitude. Remember, help will always be offered to those at ICP.
• Providing the Right Resources – Always find a way, you are incredibly capable.
• Earn Trust – We value consistency, reliability, accountability and constantly striving to be inclusive and diverse.
• Take Ownership – It’s important to approach your work with a sense of urgency and responsibility, we recognize that we must meet obligations and focus on positive outcomes.
• Partnership – Collaboration, respecting one another and aligning on your roles and responsibilities are a must.
• Creative Thinking – Last but not least, the willingness to learn and enjoyment of the problem-solving process are vital for our mission.

• Ensure ICP operates on a solid foundation by building strong client relationships and supporting their objectives.
• Passionately manage and evolve your client’s maturity in the Digital Asset Management space.
• Build a strong understanding of clients’ business issues, industry, competitors, and brands.
• Build rapport and trust with others and all levels within ICP.
• Lead team members to generate new ideas and evolve and enhance existing programs.
• Lead team members to problem solve and consult with the account leadership as required.
• Develop a solid understanding of client campaign and production needs.
• Drive development of work at all stages to ensure that it meets and exceeds client expectations, identifying opportunities with your clients and for the business.

• 3-5 years industry experience in media, digital asset management, librarian sciences or archives preferred but not required.
• 3-5 years’ experience using a digital asset management system or other tech system such as a digital library, CMS, PIM, or CRM preferred but not required.
• College degree required.