Senior Change Manager

• Department: Project Services and Change | Location: London | Position type: Permanent
• What the hiring manager says

"In this exciting new role, you will work with varied stakeholders across the GSMA to translate and embed digital transformation into our business.

You will bring our people on a change journey, equipping them with the awareness, knowledge, and skills to embrace change, through a people‑first approach.

If you are passionate about driving the successful adoption of digital transformation initiatives, to create cultural shifts and business growth, we would like to hear from you." Anna Campbell, Head of Project Services and Change

About the Team

The Project Services Team in the GSMA provides project management capabilities to deliver change initiatives across the mobile industry.

Working in close partnership with subject matter experts within the GSMA and from across the mobile industry, the Project Services team manages a wide range of projects in all areas of the organisation, including Technology, Product Development, Marketing and Events, as well as internal facing projects in IT, Finance and HR.

As part of the project delivery, the Project Services team also provides change expertise to GSMA projects to guide the implementation of change initiatives within the organisation.

Project Services is the delivery engine for projects across the GSMA.

As well as delivering projects to agreed cost, quality and timelines, the Project Services team maintains a strong focus on delivering benefits to our colleagues, our members and to the mobile industry.

About the Role

As a Senior Change Manager in the Project Services team, you will be part of the delivery of GSMA projects and provide change management support to the team delivering these projects.

You will be asked to lead change management activities to deliver successful projects across the portfolio.

You will also help build out our change management structure in the team and support a team of change managers in delivery.

Key Responsibilities

• Support the Head of Project Services and Change in building the change management framework, standards, processes and templates to be adopted by the team and wider organisation.
• Work alongside the Head of Project Services and Change and the PMO to inform and engage the organisation in adoption of Change Management processes, advocating for embedding change practices across the GSMA.
• Collaborate with the Project Services Project Management team to ensure adoption and use of the change management framework by the project management team.
• Work effectively alongside the PMO to support best practice and maintain change management standards.
• Monitor change processes, update and refresh as necessary and ensure any updates or new templates or structures are shared with the team and wider organisation as needed.
• Support the Head of Project Services and Change in understanding change manager resourcing needs when project requests are received from the organisation.
• Work with the PMO to define and track success measures for project change.
• Provide line management to a small team of Change Managers, supporting them as needed.
• Support internal stakeholders across the business with adopting and following change management processes.
• Lead change management activities, using tools and processes to support adoption of changes required by a project.
• Develop change and transition plans for projects and help deliver against these plans including objectives, timelines and KPIs.
• Assess change impact of projects and work with the Project Manager to integrate change management activities into the project plan.
• Support Project Managers with managing change throughout the project life cycle.
• Work with the Project Managers to develop communications approach for projects, and play an active role in ensuring good stakeholder communications from the project team.
• Identify training needs and best learning solutions for the project.
• Develop training plans as needed and work with the project team and the GSMA People Development team to provide training as required.

About You

You will be a self‑motivated, independent worker who demonstrates

• Consistency in following through on commitments and reliability at all times.
• Flexibility in changing circumstances.
• Prioritisation of tasks and management of time effectively.
• Independent problem‑solving and ownership of responsibilities.
• Demonstration of GSMA values and contribution to a positive work environment.
• Capabilities

You will need the following skills

• Demonstrable experience in designing and delivering project and programme change across global organisations through a range of different formats.
• Solid understanding of how people go through change and the change process.
• Experience with and deep knowledge of change management principles, methodologies and tools.
• Experience in implementing best‑in‑class training tools to support a multichannel training approach where appropriate.
• Experience delivering training and change activities as part of digital transformation programmes – including Saa S platforms such as Microsoft, Salesforce and Workday.
• Ability to use a range of communication methods effectively, including email, instant messaging, telephone and face‑to‑face conversation.
• High aptitude for stakeholder identification and management.
• Networking skills across new colleagues or other departments/locations.
• Basic understanding of project management practices, processes, tools and phases of the project lifecycle – basic understanding of waterfall, agile or other delivery methods.
• Experience working in an international and cross‑cultural environment.
• Willingness and confidence to present to stakeholders of different seniority.
• Excellent written and verbal communication skills.
• Good office IT skills, at least Microsoft Office products.
• Attention to detail and use of ‘plain’ English in communications.
• Change Management certification or equivalent experience desired.

About Your Skills

• Communication
• Delivery
• Influence
• Stakeholder Management
• Leadership
• Contract type
• Regular Worker type Employee

What We Offer

Working at the GSMA offers unparalleled access to the mobile industry.

You will work on global solutions, genuinely fascinating and industry-changing projects in a fast‑paced, rapidly evolving environment.

Benefits include

• Architect‑designed offices and competitive compensation.
• Fantastic learning and development opportunities.
• Generous holiday allowances.
• Four additional days off for professional development.
• Other benefits as per GSMA policy.
• We value diversity, equity and inclusivity

We care deeply about diversity, equity and inclusivity and aspire to be the best at it.

Your well‑being and work/life balance is important, so flexi‑time and remote working are available to all staff.

We encourage applications from diverse demographics.

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