Change Manager, Business

Job Description

MassIT is hiring a Change Management and Operations Manager for a two-year fellowship aimed at advancing our technology modernization initiatives through change management and customer outreach. Mass IT’s sharpened focus on the following six priority areas will require significant market analysis and stakeholder coordination and communication to ensure the success of our initiatives:

Moreover, success depends not only on strong communications to our customers and constituents, but also an equally strong analytical understanding of our current- and future-state of business operations.

Below are various initiatives manager might spearhead:

• Customer change management and Communication strategy – Develop and execute a communications strategy that builds understanding and buy-in to our transformation initiatives among the 2,100 IT employees in the Commonwealth.
• End-user change management and communication strategy – Develop and execute a series of communication plans that generate excitement, explain utility, and address user concerns about new technology, services, governance models, and policies (and more) that we deploy.
• Internal communications – Draft, write, and send (often on behalf of someone) internal communications about transformation updates, successes we should be celebrating, employee kudos, weekly “Happy Friday emails” and more.
• Strategic planning and performance management – Develop and execute media for communicating progress against MassIT’s strategic plan (e.g. dashboards).
• Market analysis – Develop holistically (e.g. who are our customers, what are their needs, how do we talk to them?) and specifically (e.g. what is a VDI user, how many of them are there, and where) market analyses that inform customer outreach and communications plans.
• Executive reporting – Assist MassIT senior leaders in presenting information to external audiences, including the Governor and his staff.
• Baselining – Develop, analyze, and report out survey data (where appropriate) that helps us understand where we are meeting customer needs and where customers are satisfied, and were we are not doing so.
• Articulating our services – Assess how we currently market our services to our customers and develop better ways to make sure we are doing so, especially as we consider new models (e.g. bundling, fewer speeds, etc.).
• Breaking down silos and staff morale – Help MassIT teams understand what role other teams play, and help socialize the agency towards more interconnectedness.
• Staff feedback – As appropriate, manage and solicit staff feedback so that we can better address concerns and answer questions about various initiatives.
• Incident Management – With network outages or security breaches, think through how we communicate those issues and to whom and through what media, including business process redesign of existing incidence management and/or investigating new solutions to address incidence management.
• Liaise with press and coordinate strategy – Serve as a clearing house for incoming press inquiries as well as outgoing press content (e.g. articles being written for Gov Tech).
• Governor’s office and other stakeholders (SCIOs) – Serve as a point of contact for all communications issues among major stakeholders.
• Assist with Boards – Support the two recently created boards—IT Investment and Operating.
• Social media governance – Reign in the social media “sprawl” across state government to better understand who controls which accounts, under which guidelines, and through what message discipline. This includes MassIT and other IT agencies’ social media strategy.
• Summits and tech events – coordinate messaging, themes, and event logistics for the range of conferences and summits that MassIT is invited to every year. This includes helping manage stakeholders and crafting event topics that further our agenda and our partners’ shared agenda. It also includes proactively seeking external opportunities to promote our message, recruit, etc.
• Distribution List – Help manage and establish governance around internal distribution lists.

• Minimum 5 years’ experience in a change management or communications leadership…