CHANGE & ADOPTION MANAGER

Software Development / Digital Solutions

About the Role

·        The organization is seeking an experienced Change & Adoption Manager to support the successful adoption of software and digital solutions within our client's organisation.

·        The role will focus on ensuring that end users, administrators, and business stakeholders understand, accept, and effectively use the newly implemented digital solution.

·        The successful candidate will take ownership of this adoption workstream and bridge the gap will bridge the gap between the product, technology, business processes, and end users by developing clear operating procedures, training materials, adoption plans, and knowledge-transfer resources.

·        This is a hands-on management role focused on change adoption, product enablement, SOP development, training, documentation, and operational readiness through to project handover.

Key Responsibilities

Change & Adoption

·        Develop and execute change and adoption activities for software and digital solution implementations.

·        Assess user readiness, adoption barriers, training requirements, and process impacts.

·        Develop practical strategies to help end users transition from existing processes to new digital workflows.

·        Support stakeholders throughout the transition from implementation to business-as-usual operations.

·        Identify resistance, knowledge gaps, and adoption challenges and recommend appropriate interventions.

·        Track user readiness and adoption and provide feedback to project and product teams.

SOP & Process Documentation

·        Analyse new product functionality and business workflows and translate them into clear, practical Standard Operating Procedures (SOPs).

·        Develop step-by-step user guides, administrator guides, process documents, quick-reference guides, FAQs, and knowledge articles.

·        Ensure documentation is written in plain language and is suitable for non-technical users.

·        Document current and future-state processes where required.

·        Maintain documentation throughout implementation and incorporate changes resulting from UAT, feedback, and product updates.

·        Ensure SOPs support consistent adoption and ongoing operational use of the solution.

Product Management & Product Enablement

·        Work closely with Product Owners, Business Analysts, Project Managers, Developers, and business stakeholders to understand product functionality and user requirements.

·        Translate product features and technical functionality into business processes and end-user guidance.

·        Support product readiness from an end-user adoption perspective.

·        Contribute to user stories, acceptance criteria, workflow reviews, UAT, and product feedback where required.

·        Identify usability and adoption issues and communicate them to the Product Owner and delivery team.

·        Help ensure that product changes are accompanied by appropriate documentation, training, and communication.

Training & Knowledge Transfer

·        Design and deliver administrator and end-user training for software and digital solutions.

·        Develop structured training plans based on different user roles and responsibilities.

·        Facilitate workshops, demonstrations, knowledge-transfer sessions, and onboarding activities.

·        Coordinate training and knowledge-transfer activities ahead of project completion and handover.

·        Establish self-service knowledge resources to reduce dependency on project and technical teams.

·        Support administrators and key users in becoming internal champions for the new solution.

Stakeholder Engagement

·        Engage with business stakeholders and end users to understand operational needs and adoption challenges.

·        Facilitate workshops to gather feedback and validate processes and documentation.

·        Communicate product changes and new workflows clearly to impacted users.

·        Build strong relationships with business and technical stakeholders.

·        Act as a key communication link between the product/delivery team and end users.

Requirements

·        Proven experience in Change Management, Change & Adoption, Product Management, Business Analysis, Training, Digital Transformation, or Software Implementation.

·        Experience supporting adoption of software applications, websites, CMS platforms, digital solutions, or business systems.

·        Strong experience creating SOPs, user manuals, process documentation, training material, and knowledge-base content.

·        Ability to translate technical product functionality into simple, practical instructions for non-technical end users.

·        Strong understanding of product lifecycle, software implementation, user adoption, and business process change.

·        Experience working with Product Owners, Developers, Business Analysts, Project Managers, and business users.

·        Strong facilitation, presentation, communication, and stakeholder-management skills.

·        Diploma or degree in Education, Training, Business, Information Technology, Product Management, Change Management, or a related discipline.

·        SAQA-certified qualification where applicable.

·        Experience applying a structured change-management methodology such as Prosci ADKAR or an equivalent recognised methodology.

·        Strong technical-writing and documentation skills.

·        Ability to work independently and manage multiple stakeholders and deliverables.

Product Management / Product Owner

·        Candidates with Product Management or Product Owner experience are strongly encouraged to apply.

·        Experience or certification in areas such as Product Ownership, Agile / Scrum, product lifecycle management, user stories and acceptance criteria, backlog management, UAT and product validation, requirements analysis, user journey and workflow design, and digital product adoption will be highly advantageous.

Advantageous

·        Product Owner certification.

·        Prosci ADKAR or equivalent Change Management certification.

·        Previous experience as a Product Owner, Product Manager, Business Analyst, Change Manager, Training Lead, or Digital Adoption Lead.

·        Experience with CMS, website, SaaS, enterprise software, or digital-platform implementations.

·        Experience creating SharePoint-based knowledge bases or similar self-service repositories.

·        Experience developing training programmes for different user groups.

·        Experience working within Agile software-development environments.

·        Experience supporting digital transformation or organisational change programmes.

Key Deliverables

·        Change & Adoption Plan

·        User Readiness Assessment

·        Stakeholder / User Impact Assessment

·        End-User Training Plan

·        Administrator Training

·        End-User Training

·        Standard Operating Procedures (SOPs)

·        User Manuals

·        Quick-Reference Guides

·        FAQs / Knowledge Articles

·        Knowledge Base

·        Training Materials

·        Knowledge-Transfer Sessions

·        Adoption Feedback

·        Operational Handover Documentation

What Success Looks Like

·        End users understand how and why to use the new solution.

·        Administrators are confident managing the platform.

·        Business processes and new workflows are clearly documented.

·        SOPs and user guides are available for ongoing reference.

·        Users have received appropriate training and knowledge transfer.

·        Adoption barriers have been identified and addressed.

·        The client can operate the solution with minimal dependency on the implementation team.

Work Arrangement

Remote

Requirements