Operational Readiness and Enablement Manager

• Lead the people and operational change required to deliver new telephony capabilities across a cross-functional organisation
• Ensure delivery within scope, time, budget, and quality
• Shape and implement an effective change and adoption approach
• Build relationships across Operations, Technology, Communications, and Training
• Lead the end-to-end change and business readiness approach for the rollout of new telephony capabilities
• Scope projects and define objectives, deliverables, and success measures
• Produce clear, high-quality documentation, including plans, risks, actions, and decisions
• Manage stakeholders and keep sponsors informed throughout the project
• Operate within governance frameworks to track risks and issues
• Apply and share change management tools and best practices
• Lead or support continuous improvement initiatives
• Drive stakeholder engagement, readiness, training, adoption, and transition into business-as-usual
• Use agreed measures and feedback to confirm the change is embedded effectively

• Proven experience leading people-focused technology-enabled change involving delivery and adoption of new telephony capabilities
• Strong track record of embedding change across multiple functions, including stakeholder alignment, training, adoption, and transition to business-as-usual
• Strong communication and stakeholder engagement skills
• Ability to manage conflicting priorities and guide diverse teams
• Ability to work closely with technical and operational teams
• Ability to constructively challenge delivery plans
• Ability to keep customer and colleague outcomes at the centre of decision-making
• Ideally have APMG Change Management or similar qualification (Agile, PRINCE2, Lean)
• Familiarity with Agile and Waterfall methodologies

Demonstrates expertise in leading technology-enabled change initiatives, particularly in telephony capabilities, while ensuring stakeholder engagement, effective communication, and adherence to governance frameworks. Proficient in applying change management methodologies to drive adoption and transition into business-as-usual.

• Telephony Capabilities Delivery
• Change Management
• Stakeholder Engagement
• Agile Methodology
• Waterfall Methodology

• Change Management Tools
• Project Scoping
• Risk Management
• Documentation Production
• Continuous Improvement Initiatives

• Strong Communication
• Stakeholder Alignment
• Conflict Management
• Team Guidance
• Customer-Centric Decision-Making

• APMG Change Management
• Agile Certification
• PRINCE2 Certification
• Lean Certification

• Cross-Functional Organisation
• Business Readiness
• Change Adoption
• Governance Frameworks
• Business-as-Usual Transition