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Manager, Organizational Change Management

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Competition Number: J0222-1050
Position Title: Manager, Organizational Change Management
Employee Group: Managerial & Professional
Job Category: Information Technology
Department or Area: IT Services
Location: Kingston, Ontario, Canada 
Hours per Week: 35
Job Type: Permanent (Continuing)
Shift: 7 Monday - Friday
Number Of Positions: 1

COVID 19 On-Campus Requirements

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to declare their COVID-19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in in-person University activities. These requirements were suspended effective May 1, 2022, but the University may reinstate them at any point.

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

Come work with us!

Job Summary

Are you a leader with experience managing organizational change management and communications activities? Are you interested in making a difference at one of the most highly respected Universities, not just in Canada but globally? As a member of the IT Services team you are joining a group of dedicated professionals that bring passion and commitment to delivering the latest technology to support higher education. If this is the sort of thing that interests you, then we would love to hear from you about this role.

The Manager, Organizational Change Management (OCM) will have the opportunity to have a wide-ranging positive effect on the Queen’s University community, by helping ensure that new practices, items, processes and/or tools are well understood, successfully implemented, and widely adopted. Reporting to the Director, Operational Oversight (IT Services), the Manager develops, defines and leads the strategy and related approach to change management within the IT Services department. Overseeing all IT-related change management activities and communications matters for the department, the Manager is primarily focused on the activities required to help individual stakeholders understand, adjust to, and adopt the new practice, item, process or tool that is being implemented.

This position will enable the successful candidate to demonstrate not only their change management expertise, but to apply their strong leadership skills, and their communication, planning and prioritization, and collaboration skills as well. In this role, you will champion relationship building with various stakeholders in the university community, and provide the leadership and influence needed to embed OCM practices into the department’s operations, minimize stakeholder resistance to change, and maximize the benefits to the university through increased adoption of beneficial changes.

This role will be a key contributor to the success of the many and varied IT-related change initiatives of the university. If you are interested in leading a high performing team and working in a higher education environment, and if you have proven leadership and change management expertise, we would like to discuss the Manager, Organizational Change Management role with you! We are now accepting applications.

Job Description

• Develops and leads the utilization of a structured change management methodology to facilitate change and promote commitment to adapt to the change. Tailors this methodology to best suit the needs of the program and of the university.
• Creates a change management strategy, including a change action plan and communications strategy to ensure stakeholders are fully aware of impending changes.
• Oversees the development, coordination, and monitoring of change action plans for each initiative.
• Oversees the development, implementation, coordination, and measurement of communications plans and related initiatives to increase understanding of technology and awareness of the department and IT services for the campus community.
• Conducts thorough, methodological investigations to identify key stakeholders impacted by the change. Conducts an environmental scan to identify potential challenges for stakeholders, such as skill gaps, doubts, and uncertainties, to foster a positive acceptance of change. Tailors change management plans to accommodate the needs of the diverse stakeholder groups impacted. Promotes the goals and vision of the university and of the IT Services department through ensuring change strategies and initiatives directly link adoption of the change to successful business outcomes.
• Assesses readiness for change and identifies pitfalls and potential points of resistance. Develops strategies as needed to mitigate or minimize potential issues and determines appropriate timing of the change.
• Organizes, develops, and conducts workshops with stakeholders to get input on the change to be implemented, and the effects it will have on the campus community. Utilizes this information to shape the development of the change management strategy.
• Creates compelling cases for change and investment that supports opportunities to address existing problems, business risk, evolving business processes, efficiency and best practice.
• Builds and maintains strong relationships with stakeholders through conducting impact assessments and regular check ins to assess the acceptance of the change and adjust the strategy as required.
• Identifies and provides consultative advice and guidance for change agents and change advocates within the stakeholder community through leadership of the Change Advocate Network and related regular meetings intended to create employee understanding and influence successful organizational change.
• Prepares and delivers presentations and training seminars for diverse university stakeholders and units as required.
• Promotes ongoing learning regarding change management and provides strategic advice to the senior leadership team, stakeholder managers and project managers to increase their effectiveness in driving sustainable change.
• Develops measurement criteria for evaluating the change action plans and communication plans, including their execution and effectiveness, and incorporates changes for improvement.
• Ensures quantitative assessment of change success and change adoption is performed. Solicits feedback from stakeholders to determine the success of change management activities and ensure that behavioral changes align with strategic objectives.
• Establishes and maintains strong relationships with ITS managers ensuring key performance indicators are understood and are incorporated into a framework of service measurement.
• Oversees the communication of IT changes, updates, issues and solutions to the university community, and ensures it is done in a concise, timely, proactive manner.
• Creates a positive and inclusive work environment that supports and promotes a culture where a diverse range of ideas and perspectives are incorporated into decision-making.
• Keeps up to date with change management best practices.
• Plans, prioritizes and manages the work of employees, providing strategic and tactical advice, guidance and coaching. Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection that takes into account the principles of employment equity.
• Manages performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assesses staff training and development needs, and ensures that employees receive training required to improve and sustain successful performance.
• Investigates, addresses and resolves employee/labour relations issues. Makes effective recommendations on matters regarding possible discipline, discharge, and probationary termination.
• Undertakes other duties and special projects in support of the unit as required.

• University degree with a concentration in business, IT management, or related field combined with several years management experience in cross-functional areas or leading cross-functional organizational projects.
• Minimum of seven (7) years of relevant work experience, including leadership experience in a management role.
• Minimum of three (3) years of direct work experience overseeing the design and execution of change strategies in a similar environment.
• Professional designation in change management (PROSCI, CCMP or equivalent) is considered an asset.
• Excellent verbal and written communication skills including experience with creative and concise writing, as well as editing skills.
• Demonstrated experience in leading diversified teams, combined with facilitation and conflict identification/resolution skills.
• Demonstrated project management skills. Certification in PMP, PRINCE2 or Master’s program is an asset.
• Proven experience in team management under tight deadlines and competing priorities.
• Demonstrated ability to build relationships and gain credibility to lead transformational change.
• Experience with and advanced knowledge of change management methodologies, approaches and tools. Knowledge of Prosci Methodology is considered an asset.
• Relevant experience as a facilitator and motivator with a high degree of sensitivity, tact and diplomacy.
• Experience in strategic planning and development of policy and procedures.
• Proven experience working in a large and complex organization.
• Consideration may be given to an equivalent combination of education and experience.

• Building Relationships: builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
• Business Acumen: builds strong business acumen by sustaining a strong customer service perspective.
• Change Management: champions change and fosters the team and environment for change.
• Collaboration and Teamwork: promotes collaboration and commitment within a team to achieve goals and deliverables.
• Communication: displays confidence and articulates a clear message when interacting with diverse audiences utilizing excellent verbal and written communication skills.
• Client Orientation: builds and maintains a client-centric culture by working closely with the customer while maintaining a high level of client satisfaction.
• Decision Making & Judgement: relies on experience, thinking several steps ahead in deciding the best course of current/future actions to develop, recommend policy framework based on analysis of emerging trends.
• Integrity: earns others’ trust and respect through consistent honesty and professionalism in all interactions.
• Initiative: acts to address problems, focuses on results and desired outcomes and how best to achieve them and gets the job done.
• Leadership: sets clear, meaningful, challenging, and attainable common goals and expectations that are linked to the mission, vision, values and goals aligned with the organization and strives to achieve them.
• Planning & Organizing: executes proposed actions within predetermined timelines against organizational goals. Develops and integrates current/future plans to achieve the overall organization goals.
• Strategic Perspective: develops and proactively implements long term organizational goals, considering the competitive landscape that will move the organization forward.
• Innovation: develops creative ideas that provide solutions to all types of workplace challenges.
• Driving for Results: demonstrates a desire to meet and exceed one’s own performance objectives. Not accepting the status quo, takes a calculated risk to improve the organization’s performance.
• Developing Others: enables team members to grow and succeed through consistent constructive feedback, and encouragement.
• Self-Development: displays an ongoing commitment to learning and self-improvement to enhance the performance of the team.

• Makes decisions on change management methodology to be used, and on how to tailor it in response to the needs and goals of the university.
• Assesses univeristy’s change readiness and the magnitude of changes to be effected, and adjusts approach as required.
• Determines change strategies and related action plans and timing based on potential points of challenge or change aversion.
• Determines communications strategies for the various stakeholder groups based on information compiled from workshops, meetings, and conversations.
• Assesses change fatigue of stakeholder community and prioritizes work accordingly.
• Determines nature and timing of information to be communicated to the network of change advocates.
• Assesses the training and coaching requirements that would be advisable for the senior leadership team, project managers, and stakeholders, in order to ensure it is provided and ensure effectiveness of efforts to drive change.
• Determines method and criteria to ensure the effectiveness of change effort is measured, and recommends changes for improvement as a result.
• Makes decisions on the content and timing of communications to be made regarding IT changes, updates, issues and solutions.
• Determines priorities and makes decisions about staff utilization and the assignment of work to achieve optimum efficiencies and productivity, and ensure operational and/or project completion, based on the priorities of the department.
• Determines when to advise the Director of a situation which might impact negatively on the achievement of defined goals, and formulate recommendations for remedial action.
• Evaluates job candidates and makes effective recommendations on suitable hires.
• Makes decisions and/or effective recommendations regarding transfers and promotions.
• Evaluates employee performance and decides on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
• Assesses investigation outcome of grievances and makes effective recommendations on appropriate course of action or next steps on grievances.
• Makes effective recommendations on level of discipline up to discharge and probationary termination.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.

The University provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at

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