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Manager of Global Strategy Change Management (Virtual / Remote)

Date Posted: 11/19/2020

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Job Description


This position is responsible for establishing and managing complex change management plans to enable attainment of business goals and long-term engagement of stakeholders. The position manages the "people" side of change and plays a key role in ensuring its adoption and utilization of new business processes and/or tools. Performs duties by utilizing the Prosci® change management methodology for a variety of types of projects; coaches others on use of methodology.


* Adheres to SYKES policies on ethics and integrity.

* Understand business strategies, capture and share the change sponsor's vision for change and identify gaps between current and future organizational state.

* Build relationships and provide ongoing coaching and preparation for leaders (and their teams) to plan, implement and reinforce productive changes in their organizations.

* Use expertise to translate issues and strategies into actionable plans to ensure active and visible change sponsorship, change leadership and change management.

* Manage sponsor and stakeholder relationships, recommendations and individual/group development areas and related coaching.

* Work closely with sponsors and their direct reports to ensure they are personally capable and prepared to lead effective organizational change.

* Ensure organizations have appropriate characteristics and climate to adopt and sustain desired organizational changes; become actively engaged to raise the capabilities of key influencers and advocates.

* Understand and advise management on change or change issues that may need to be addressed in order to meet organization's goals.

* Apply structured change methodology and execute change management activities in support of the project implementation.

* Partner with project managers and business leaders as part of program team for major initiatives.

* Develop and utilize change measurements and metrics to measure and track the effectiveness of change interventions at individual and organization levels.

* Create actionable deliverables for change, including stakeholder analysis and change impact assessments.

* Create and manage measurement systems to track adoption, utilization and proficiency of individual changes.

* Identify resistance and performance gaps and work to develop and implement corrective actions.

* Conduct assessments, evaluate results and effectively present findings to senior leadership.

* Work with communication, training, integrated teams in the formulation of particular plans and activities to support project implementation.

* May perform other additional duties and responsibilities as assigned.


SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Required qualifications, skills and experience


Bachelor's degree in Engineering, Business or related field, with emphasis on continuous improvement, process improvement/redesign, and/or organizational behavior and five (5) years of experience including successful delivery of change management work utilizing the Prosci® change management methodology, stakeholder engagement, sponsorship alignment, communication planning, training/performance support and organizational readiness required; or any equivalent combination of related training/education and experience required. CCMP Certification desired. Progress towards obtaining the CCMP Certification will be required.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

* Excellent communication skills, both verbal and written.

* Demonstrated ability to listen and have two-way communications, and to clearly articulate key messages and complicated topics to a variety of audiences.

* Ability to build trust with executives, management and team.

* Ability to overcome resistance, influence stakeholders and lead without formal authority in different settings and work cultures.

* Solid understanding of Organization Change Management principles and methodologies.

* Demonstrated mastery of basic coaching techniques (assessment, feedback, goal setting, development planning).

* Strong negotiation and influencing skills.

* Solid project management skills; able to coordinate resources, establish schedules, track deliverables, and drive for results.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

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