Training and Change Lead: Roodepoort

Training and Change Management Lead

Telecommunications

South Africa (Hybrid/On-site)

Type: Fixed-Term Contract (3 Years)

Reports To: Programme Director / Head of Transformation

Role Overview

Our client, a leading player in the South African Telecommunications sector, is seeking a highly experienced Training and Change Management Lead to drive user adoption, knowledge transfer, and operational readiness for a major transformation initiative. This is a critical role focused on the "people side" of change, ensuring that new systems, processes, and technologies are embraced by the workforce and that the organization is fully prepared for operational handover.

The ideal candidate will have a proven track record in the Telecoms industry, specifically managing large-scale change programs (e.g., OSS/BSS transformations, ERP implementations, or Network upgrades) within a South African context.

Key Responsibilities

Change Management Strategy & Execution:

Develop and implement a comprehensive Change Management Strategy aligned with the project’s 3-year roadmap.

Conduct stakeholder analysis and impact assessments to identify resistance and champion adoption.

Apply structured change management methodologies (e.g., Prosci ADKAR, Kotter) to facilitate smooth transitions.

Act as a change champion, coaching senior leaders and line managers on how to lead their teams through change.

Training & Knowledge Transfer

Conduct Training Needs Analysis (TNA) to identify skill gaps across various business units (e.g., Network Operations, Customer Care, Sales, Finance).

Design, develop, and deliver blended learning solutions (instructor-led, e-learning, simulations) tailored to the Telecoms environment.

Manage the end-to-end training lifecycle, including scheduling, logistics, delivery, and evaluation (Kirkpatrick model).

Establish a "Train-the-Trainer" framework to ensure sustainable knowledge transfer and internal capability building.

Oversee the creation of user manuals, quick reference guides, and digital adoption platforms.

Operational Readiness & User Adoption

Define and track Operational Readiness criteria to ensure the business is prepared for "Go-Live" and post-implementation support.

Monitor and report on User Adoption metrics (e.g., system login rates, process adherence, ticket volumes).

Collaborate with Project Managers and Technical Leads to ensure training and change activities are integrated into the overall project plan.

Identify and mitigate risks related to user readiness and business continuity.

Facilitate hyper-care support structures immediately following deployment to resolve user issues rapidly.

Key Requirements

Education & Qualifications

Degree: Bachelor’s Degree in Human Resources, Industrial Psychology, Business Management, Communications, or a related field.

Certifications: Prosci Change Management Certification, CCMP, or similar is essential.

Training: Certification in Instructional Design or Adult Learning (e.g., CIPD, ATD) is advantageous.

Experience

Minimum 8–10 years of experience in Change Management and Training, with at least 3 years in a Lead/Senior capacity.

Telecommunications Industry Experience: Non-negotiable. Understanding of Telco environments (Networks, IT, Customer Operations) is required.

Large-Scale Projects: Experience managing change on multi-year, complex programs involving multiple stakeholders.

South African Context: Deep understanding of the SA labor environment, BBBEE requirements, and cultural nuances in the workplace.

Skills & Competencies

Communication: Exceptional verbal and written communication skills (English is essential; other SA languages are advantageous).

Stakeholder Management: Ability to influence and negotiate with C-level executives and union representatives.

Analytical: Strong ability to analyze data to measure training effectiveness and adoption rates.

Adaptability: Ability to thrive in a fast-paced, dynamic, and sometimes ambiguous project environment.

Technical Aptitude: Ability to quickly grasp technical concepts (e.g., CRM, Billing systems, Network tools) to translate them into user-friendly training.

Key Performance Indicators (KPIs)

Adoption Rate: Percentage of active users utilizing new systems/processes within 30/60/90 days post-go-live.

Training Completion: 95%+ completion rate of mandatory training for affected staff.

Competency: % of users passing post-training assessments at the required proficiency level.

Readiness: 100% achievement of Operational Readiness criteria prior to Go-Live dates.

Stakeholder Satisfaction: Positive feedback from business units regarding change support and communication

To Apply: please email me an updated profile: ***email_hidden***