Training & Adoption Manager

Role Summary

Training & Adoption Manager

Responsibilities

• Report to the Director, IT Training & Adoption Services.
• Work with IT Service Management communities (IT Service & Experience, Workplace & Enterprise Services, IGNITE groups) to understand roadmap activities and support business engagement, communication, deployment projects, and training initiatives.
• Partner with the ETS IT Training Team to design, deliver, and document functionally aligned quarterly account plans and training programs.
• Drive effective use and adoption of IT tools, services, and processes, proactively identifying opportunities for improvement and supporting a flexible, ‚Äúanywhere, anytime, any device‚Äù approach.
• Work with Site IT Directors to manage escalations related to usability, performance, or service support and ensure training needs are addressed.
• Support new demand and influence the selection of appropriate collaboration tools, ensuring alignment with global standards and business needs.

Responsibilities

• Ensure best practice elements and relevant communications approaches are part of quarterly account plans and regularly reviewed.
• Map and engage key stakeholders and business leaders across the organization to ensure a joined-up approach to IT adoption and training.
• Develop and provide best practice use cases and examples, conducting consultancy sessions with customers to put solutions into practice.
• Design, deliver, and evaluate robust training programs to support adoption and decision-making, using various formats and technologies.
• Create, own, and manage key user communities for specific technologies, leveraging online/social platforms to drive membership, active engagement, and feedback.
• Manage communications through the ETS Communications process, ensuring effective communication of service changes and colleague impacts.
• Produce monthly management reports and dashboards to provide insights on progress against objectives, costs of use, and areas of focus for adoption and training.
• Develop and execute targeted marketing strategies to effectively promote the service, drive awareness, and generate qualified demand

Qualifications

• Essential: Strong experience in leading change and delivering training within a customer-facing environment.
• Essential: Exceptional stakeholder management, communication, and relationship-building skills at a senior level, with proven escalation management capability.
• Essential: Experience in Service Management and ITIL Foundation Level training.
• Essential: Strong presentation, facilitation, and training delivery skills.

Skills

• Change management
• Training design and delivery
• Stakeholder management
• ITIL foundations
• Communication and facilitation

Education

• Not specified