Key Accountabilities

• 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, “anywhere, anytime, any device” 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.

Key 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

Candidate Knowledge, Skills & Experience

Essential Capabilities and Skills

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

Date Posted

19-nov-2025

Closing Date

02-dic-2025

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.