Role Title

Business Change Manager

Job family group

Change Directorate

Job family/ies

National Business Change

Grade

SEO

Status

For internal use

Role Purpose

(250 words max)

The role of the Business Change Manager is to lead the delivery of change implementation across a portfolio of work, through proactive, close collaboration with central projects, change leads and regional operational leads to prepare the business for the impact of the changes and safely manage and implement change.

The role holder will be responsible for leading the planning and delivery of change activity, using the standard toolkit and frameworks providing a bridge between project and operational users to ensure that activities are planned, supported, and delivered to enable the business to implement the agreed change and realise the business benefits.

Acting as a champion for change, they will matrix manage change specialists, to support change implementation. Building change capability across the wider change community using continuous improvement tools and techniques, alignment to the Government Online Skills Tool (GOST) and role modelling the use of appropriate standard change tools and templates to support the standardisation and consistent implementation and embedding of change and the professionalisation of business change as a service.

You will form part of the National Business Change flexible resource, deployed across projects and regions in line with HMCTS priorities and demand.

Key Accountabilities (600 words max)

• Lead the introduction of initiatives that drive the development, standardisation and professionalisation of the End-to-End Integrated Change function to establish and embed specialist change roles within the organisation and build change capability.

• Promote and champion the use of standard change processes, tools, and techniques (using the Business Change Playbook, and best practice) to drive a standardised and consistent change implementation approach with improved ways of workingProvide visible and effective business change leadership, guidance, to support effective change capability, delivery and embedding of change across the organisation.

• Ensure that business readiness criteria for projects are consistently applied and managed by driving standardised use of tools e.g. Change Load Heat Map and Local Change Assessment data, which help inform and guide the planning and execution of project implementation activities. These tools provide insights into the scope, impact, and readiness levels of changes, allowing for better-informed decisions and smoother transitions during project rollouts.

• Responsible for developing and managing project change plans and leading on implementation of projects.

• Manage and escalate risks, issues, and dependencies when necessary.

• Develop and build strong trusted relationships and networks with stakeholders across HMCTS including Judiciary and peers to assess and understand the requirements of the organisation in relation to business change.

• Work with stakeholders to ensure business processes are adhered to and investigate, solve, and make decisions that resolve issues to ensure implementation efforts are supported.

• Develop Business Change communications to stakeholders on business change planning and implementation.

• Support the Change Community forums to support the development of change as a service to create an established change community

• Role model and champion the effective use and alignment to GOST to support the development of the organisation’s change capability and the development of capability plans for business change professionals and provide input into the change capability plan.

• Responsible for ensuring lessons learnt and best practise are captured and shared to deliver the most effective implementation and business change approach to meet the organisation and stakeholder needs.

• Support activities related to benefits validation, focussing on ensuring that the intended benefits of a change are enabled and measurable.

• Actively encourage contributions, involvement, and feedback from a broad and diverse range of staff who are affected by the change and maintain an environment that engages, using their feedback and insight to drive changes and or improvements to the future design of the technology and/or business process.

Leadership of a resourcing pool of HEO business change professionals to support change activity across the organisation and providing a variety of support across the change community and regions.

Knowledge, Skills and Experience (500 words max)

• Proven knowledge and experience of leading and delivering business change and implementation in a complex environment.

• Ability to plan and prioritise effectively, ensuring business change initiatives are captured and plans remain responsive to changing or emerging operational priorities.

• Experience of actively managing risks, issues and dependencies, with the ability to escalate concerns appropriately to minimise potential impact on the organisation.

• Strong problem‑solving skills, including the ability to analyse issues and develop clear, practical action plans to deliver priorities.

• Effective leadership skills, including experience of working in a matrix management environment, supporting and developing people and building capability.

• Experience of working with senior leaders and stakeholders, with the ability to influence and communicate clearly and credibly at all levels, both verbally and in writing, to support successful change.

• Excellent communication and writing skills, with experience of producing clear, engaging content for a range of audiences and channels, and the ability to influence, negotiate and motivate others.

Desirable Criteria

• Experience of (or willingness to learn) using communication tools and methods, including digital communications.

• Awareness of; Requirements management, Solutions development, Budgeting and Cost management, Frameworks and Methodologies, Assurance and Business Case development Project Delivery Capability Framework (PDCF) and Government online Skills Tool (GOST)

• Understanding of HMCTS Change Load Heat Map, HMCTS Local Change Assessments, HMCTS Change Playbook, HMCTS Change Community Forums, HMCTS Benefits Management Strategy

The post should hold or be willing to work towards project and change management qualifications and levels such as;

• Managing successful Programmes - Practitioner

• APMG Change Management - Practitioner

• APM Project Management Qualification

Problem Solving and Decision Making (300 words max)

The role holder will be responsible for day-to-day problem-solving and will actively encourage solutions to problems nationally and regionally, providing advice and guidance whilst allowing our people the autonomy to solve problems. This will require the role holder to analyse and understand change related issues and develop ideas and solutions to resolve these.

The role holder will be required to make own decisions on regular basis e.g. advising on levels of change or emerging issues and approach to take.

The role holder will co-ordinate planning with other areas of HMCTS activity . Where there are conflicting priorities, the role holder will need to understand and consider when developing options and to evaluate impacts and risks whilst considering mitigations. escalating to senior managers where appropriate.

Assist senior leaders in dealing with problems and issues as they arise, engaging with regional operational managers where appropriate to ensure constructive outcomes

Management of Resources (250 words max)

The role will operate in a matrix management context in managing a small number of HEO Business Change Managers and will be required to manage and support delivery of change activity across regional and national business change teams.

The role reports to the Senior Business Change Manager within the Integrated Change Function team.

The role will require the ability to

• prioritise actions to be taken forward and monitor action plans.

• Communicate business objectives to the team and other stakeholders.

• Coach, mentor and lead Continuous Improvement and the implementation of those improvements.

Autonomy (250 words max)

• The role holder has a clearly defined area of responsibility for supporting the delivery of business change, for which they are accountable. They will act independently on day-to-day issues but will be expected to work closely with the Regional Change Teams along with reporting to the G7s within the Intergrated change function. They will have considerable flexibility in their work but will operate in the context of established plans and agreed objectives. These will be reviewed at set intervals. They will generally only refer matters to senior grades where these affect broader benefit management realisation or strategy or other parts of the organisation.

• They will use judgement and discretion to set priorities for their work, their team, taking the initiative and only escalating as agreed with Head of Business change

• The role will be expected to develop new and creative ways to engage and communicate with staff, but there are wider organisational protocols and guidelines that it will operate within to deliver against these.

• In developing solutions to issues the role will be expected to take independent action that will not usually require input from more senior staff, but the role will have the support and guidance of the Head of Business Change, Intergrated Change teams and Regional SLT when considering options, and more serious issues are likely to be escalated through usual governance protocols when necessary

Key Relationships and Contacts (300 words max)

The role requires the post holder to initiate, build and maintain strong, effective internal and external relationships across the Integrated Change function with Regional Business Change teams, operational colleagues, internal stakeholders and partners, and senior leaders at regional and local levels. Create and manage senior relationships within and outside of HMCTS.

Providing informed, objective input and lessons learnt to support actions, planning, implementation and embedding of change. Using effective relationships and an ability to achieve mutual understanding and cooperation for the implementation and delivery of change.  

The role holder will be expected to build, influence and maintain relationships with the following key contacts, including negotiating conflicts, guiding, and supporting:

• The Integrated change team, leadership team and their own nationally dispersed team

• HMCTS change community

• HMCTS Delivery Directors and operational Directors

• HMCTS Service teams

• HMCTS Operations HQ (specifically Service Excellence and Delivery and Legal Operations)

• HMCTS HQ Directorates - Finance, Performance and Governance

• Judicial Office