Technical Lead JHB - Northern Suburbs - North Johannesburg
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Reference: JHB000349-JG-1 A leader in the ICT services sector is looking for an Adoption Services and Technical Learning Lead. The role will involve delivering comprehensive adoption services that support the seamless deployment of the company's cutting-edge products in the contact centre and customer experience vertical. Duties will include but not be limited to: Development and Implementation of Adoption Strategies: Design and execute robust adoption plans that facilitate smooth product integration and utilization, aligning with client and internal stakeholder goals and business objectives Create Learning Programs: Develop and deliver comprehensive learning programs tailored to various user groups, ensuring all stakeholders have the knowledge and skills needed to maximize product use Lead Change Management Initiatives: Champion change management efforts by implementing tools and techniques that promote a positive transitional experience for both clients and the internal business Collaborate with Cross-Functional Teams: Work closely with the relevant internal team and client teams to align adoption services with product features and customer needs Measure and Report on Adoption Success: Establish metrics and KPIs to assess the effectiveness of adoption strategies, providing regular reports and insights to senior management Drive Continuous Improvement: Stay current with industry trends and best practices, continuously enhancing our adoption services and learning programs to ensure they remain cutting-edge and effective Project Management: Oversee the planning, execution, and completion of adoption projects, ensuring they are delivered on time, within scope, and within budget. Coordinate resources, manage stakeholder expectations, and mitigate risks throughout the project lifecycle Requirements: Bachelor's degree in Business, Education, Information Technology, or a related field. A Master's degree or relevant certifications in Change Management, Project Management, or Learning and Development is a plus Minimum of 5 years' experience in a learning and development role, with a focus on technical products or services. Experience in the contact centre and customer experience industry is highly desirable Familiarity with e-learning platforms, Learning Management Systems (LMS), and other digital learning tools Demonstrated experience managing complex projects, with a track record of successful product deployment and adoption Expertise in change management methodologies and best practices, with a proven ability to lead change initiatives effectively Market related
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