Job Description

Organizational Change Management (OCM) Lead Desktop Application Packaging & Workspace Transformation
Experience & Qualifications

• 8 12+ years in Change Management or Adoption roles
• 3 5+ years supporting IT infrastructure, EUC, or application transformation programs
• Proven experience with large user bases (5,000+ users preferred)
• Experience working in global or multi-region programs

Role Summary
The OCM Lead for the Desktop Application Packaging program is responsible for driving user adoption, minimizing resistance, and ensuring business readiness during application packaging, standardization, and deployment initiatives.
This role bridges technology change and people change, ensuring that end users, application owners, and support teams are prepared, informed, and confident throughout the transition.
Key Objectives

• Enable smooth adoption of newly packaged, standardized, and modernized desktop applications
• Reduce productivity disruption during application rollouts and upgrades
• Drive positive user experience during workspace transformation
• Ensure all stakeholder groups are change-ready

Key Responsibilities
1. Change Strategy & Planning

• Define and own the OCM strategy for the desktop application packaging program
• Assess organizational change impacts across:

• End users
• Application owners
• L1/L2/L3 support teams
• Business stakeholders

• Develop change roadmaps, readiness assessments, and adoption metrics
• Align OCM activities with overall program and release schedules

2. Stakeholder Impact & Readiness Management

• Identify impacted user personas and business units
• Conduct change impact assessments for:

• Application upgrades
• Application retirements
• Packaging format changes (MSI MSIX)
• Deployment model changes (manual self-service)

• Define mitigation plans for high-impact user groups
• Track readiness and adoption risks

3. Communication Management

• Design and execute a structured communication plan, including:

• Awareness campaigns
• Release announcements
• Application change notifications
• Downtime and impact advisories

• Develop user-friendly communication artifacts:

• Email templates
• FAQs
• Release notes
• In-app or portal notifications

• Ensure messaging is consistent, timely, and business-focused

4. Training & Enablement

• Define training strategy for different audiences:

• End users
• Service desk teams
• Application support teams

• Develop or coordinate:

• Quick reference guides
• How-to videos
• Knowledge base articles

• Ensure L1/L2 teams are enabled before go-live
• Drive self-service adoption for application requests

5. Adoption & Experience Management

• Define adoption KPIs:

• App installation success
• Reduction in incidents
• Self-service utilization
• User satisfaction (CSAT)

• Capture and analyze user feedback post-deployment
• Partner with technical teams to resolve adoption blockers
• Support continuous improvement of the end-user experience

6. Resistance & Risk Management

• Proactively identify resistance hotspots
• Develop targeted change interventions
• Act as a trusted liaison between business users and technical teams
• Escalate adoption risks and recommend corrective actions

7. Governance & Reporting

• Provide regular OCM status updates to program leadership
• Maintain change logs, communication calendars, and readiness dashboards
• Ensure alignment with ITSM and Release Management processes
• Support go/no-go decisions from a people-readiness perspective

Key Skills & Competencies
Change Management Skills

• Organizational Change Management methodologies
• Stakeholder analysis and impact assessment
• Communication and engagement planning
• Training and enablement design
• Adoption measurement and analytics

Domain Knowledge (Critical)

• Desktop application packaging and deployment concepts
• Windows 10/11 and Mac application lifecycle
• Endpoint management tools (Intune, SCCM/MECM)
• Self-service application delivery models
• VDI and hybrid workspace environments (preferred)

Soft Skills

• Strong communication and storytelling skills
• Ability to translate technical change into business language
• High empathy for end-user experience
• Structured, proactive, and detail-oriented
• Executive-level presentation skills

Skills Required