THE POST

Service: IT Services – IT Projects Team

Post: IT Services Change and Communications Lead

Grade: F

Reporting to: Head of IT Projects

Organizational overview
The University of Exeter is a Russell Group university that combines world-class research with very high
levels of student satisfaction. Our vision is to become one of the most successful universities in the world,
one that makes the exceptional happen by challenging traditional thinking and defying conventional
boundaries.
IT Services is a key enabler for this vision and supports education, research and professional services.
The information and digital services are key to supporting the University’s activities and its world class
reputation.
The changing digital technology landscape and increase in SaaS and other emerging technologies
requires a wide range of new skills in the IT service and covers a broad range of functions and capabilities
to deliver a service that is completely customer focused, service centric and design led.
Main purpose of the job
As the IT Services Change and Communications Lead, you will lead and coordinate change and
engagement activities to ensure the smooth transition from the existing ways of working to the new
business model, and to ensure business areas are thoroughly prepared for the transition.
This includes generating positive engagement and feedback from stakeholders about the IT final
operating capability, responsibility for staff engagement and communications, coordinating the
realization of the benefits of the new ways of working and embed the new capabilities into business
operations, and helping managers support their staff through what is a significant programme of
change.
The role will be expected to work independently under the direction of the Head of IT Projects and liaise
with the Programme and Project sponsors, Assistant Director for IT Planning and Partnerships, IT PMO,
IT Programme and Project Managers and local business change managers to implement the change.
Main accountabilities
1. Develop, deliver and support our Business Change Framework for IT Programmes and Projects to help
improve our Business Change maturity.
2. Work closely with the Head of IT Projects, Programme and Project sponsors, Assistant Director for IT
Planning and Partnerships, IT Partners, IT PMO, IT Business Analysts and IT Programme and Project
Managers to optimise the timing of the release of project deliverables into business operations.
3. Responsible for assessing the stability, readiness and ongoing capacity of the business to cope with the
level of proposed change.
4. Responsible for preparing the business areas for the transition to the new ways of working and
providing the framework and communications to enable implementation of new business processes.
5. Work with local business change managers to support them in ensuring business stability is maintained
during the transition and that changes are effectively integrated into the business.
6. Analyse and make recommendations to mitigate change risks and business impact.
7. Initiate business assurance reviews to ensure that capabilities are being embedded and established.
8. Plan effective communication and engagement activities with all areas of the business.
9. Develop the stakeholder engagement strategy and plans to be delivered by projects.
10. Work alongside IT Partners to maintain the focus on realising beneficial change.

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 11. Contribute to the development of the benefits management strategy and plans.
12. Support the business change managers and IT Partners to monitor and assess the realisation of
benefits.
13. Enable stakeholder engagement and act as a bridge between the staff, the programme/project team,
and technical experts.
14. Mentor staff to help them develop and embed their Change Management professional skills.
15. Assure communications plans relating to all change delivered by IT Services
16. Advise senior stakeholders, draft documentation; identify, map, and profile benefits, manage the
business readiness, communications, and training functions, plan, and lead an effective stakeholder
engagement initiative, and develop the transition plan.
This job description summarises the main duties and accountabilities of the post and the post-holder may be
required to undertake other duties of similar level and responsibility.

Person Specification

Competency Essential Desirable

Qualifications • Educational attainment at degree level (or • Prince II foundation
demonstrable equivalent experience)
• ITIL foundation
• Change Management
qualification such as Prosci
• Experience of working in
Knowledge & • Evidence of managing large scale change
an IT service management
Experience initiatives in complex organisations
environment
• Evidence a solid understanding of change
management concepts and methodologies
• Evidence of experience in communications and
engagement that have successfully changed
attitudes and behaviours
• Experience in coaching and mentoring
managers and leaders
• Experience of working at a senior level including
influencing senior management and academics
• Experience in developing and delivering training
and staff development strategies
• Experience of operating in a
programme/portfolio environment or similar
with multiple parallel workstreams to balance
and prioritise
Skills The post holder works under broad direction (work is
often self-initiated), influences organisation,
customers, suppliers, partners and peers on the
contribution of own specialism, performs an
extensive range and variety of complex technical
and/or professional work activities, and advises on
the available standards, methods, tools and
applications.

• High level persuasion and and influencing skills

• Expertise in communicating change and benefit
to stakeholders, able to lead diverse groups to
successful outcomes
• Stakeholder management at all levels and
across different specialisms (e.g. academics,
administrators, IT specialists etc.) with the
ability to target and hone messaging to
different audiences
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 • Leadership beyond line management to change
behaviours and ways of working

Behaviors • Thrive in an environment of change,

demonstrating flexibility and adaptability
• Comfortable with responsibility and freedom to
take action
• Take responsibilities for actions, identify and
implement subsequent lessons learnt
• Demonstrate a proactive and positive approach
to problem-solving, suggesting innovative and
workable solutions both at strategic and
operational level.
• Demonstrate continuous professional
development
• Work effectively and collaboratively as part of a
professional team in a matrix environment
• Be resilient, retaining composure under pressure
• Proactively prioritise workload in line with
University priorities
• Demonstrate active listening – listens to and
observes others well
• Respect others and provide a positive model for
inclusivity

Terms & Conditions

Our Terms and Conditions of Employment can be viewed here.

Further Information
Please see our website for further information on working at the University of Exeter.