Transformation Change Manager

Job summary

We make final decisions on complaints that have not been resolved by UK Government departments and the NHS in England. We use what we learn to help improve public services and put things right when they go wrong.

This is an exciting time to join us. We are delivering significant and meaningful change across our organisation, improving the way we work, the services we provide and the experience we offer to the people who rely on us. As we continue to modernise and evolve, you will have the opportunity to help shape improvements that make a real difference.

Based in Manchester City Centre, we employ more than 600 people who are passionate about fairness, improvement and public service. Together, we are building an inclusive culture where different perspectives are valued and where everyone can contribute to positive change.

Job description

We are looking for a Transformation Change Manager to help people across our organisation adapt to new ways of working, services and technology.

This is a varied role where you will work with colleagues to plan, support and deliver change. You will help teams understand what is changing, why it matters and what they need to do to be ready. You will work closely with project teams, operational colleagues and senior leaders to make sure change is introduced smoothly and delivers real benefit.

This role would suit someone who enjoys working with people, influencing others and turning complex change into clear, practical actions. You will be comfortable working across different teams and helping colleagues navigate change with confidence.

You will join a supportive Change team and play an important role in helping us improve how we deliver services for the people who rely on us.

Person specification

• strong experience of identifying, analysing and engaging stakeholders, using appropriate channels and tailoring activity to their influence, interests and the impact of change
• experience of working in waterfall, agile or hybrid delivery environments
• experience of supporting business change in digital, data or technology-enabled transformation, including iterative delivery, phased releases, pilots or service transition
• ability to use user insight, stakeholder feedback, adoption measures and service performance data to shape change activity and support continuous improvement
• knowledge of change management techniques, processes and tools, such as Managing Successful Programmes, APMG Change Management or APM Registered Project Professional.

Benefits

• Civil Service Pension scheme
• 32.5 days annual leave (plus bank holidays on top)
• hybrid working, 40 percent office based
• flexible working
• one day paid volunteering leave per year
• access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
• comprehensive learning and development programme
• employee discount scheme across hundreds of retailers
• bicycle loan scheme
• season ticket loan
• gym membership subsidy
• paid for professional memberships
• eye test reimbursement.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

How to apply (and how to do well)

You will answer four scored questions at application stage. We use these to shortlist and longlist, so your answers matter.

• choose real examples (from professional settings)
• focus on what you did, not what “we” did as a group
• explain your thinking: what you looked at, what you decided, and why
• keep it clear and specific, avoid generic statements

Please do not use AI to write your answers. We need to assess your skills, and applications may be rejected if answers appear AI-generated.

If your examples are very short, mostly opinion-based, or don’t describe a specific situation and outcome, you are unlikely to score well.

Inclusion & Wellbeing

Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service.

Actions we take to embed this include:

• an anonymised shortlisting process to make sure it is fair and unbiased
• monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels
• providing wellbeing support and opportunities for personal and professional development for all colleagues
• creating spaces for connection and engagement through our employee network groups and social clubs
• part of the disability confident scheme
• providing reasonable adjustments
• engaging in regular inclusion learning to enhance the cultural competency of our organisation.

We know the value of having diverse, representative teams across our organisation. Which is why we particularly encourage applications from candidates who are likely to be underrepresented within the team. These include people who are:

• Asian, Black, Mixed Ethnicity or another ethnic background
• disabled
• LGBTQ

Contact and important information

If you would like to learn more about the role, please contact Hazel Waddington, Assistant Director of Transformation, Hazel.Waddington@ombudsman.org.uk

• Interviews: held onsite
• Feedback: we do not offer feedback at application stage
• Right to work: we can only consider candidates with the right to work in the UK.
• Sponsorship: w e are unable to offer sponsorship (we do not have a licence).
• Applications: we do not accept CVs—please apply via the application form (‘apply now’).
• Agencies: no agencies; applications from individuals only.
• Early closure: we may close the advert early if we receive a high volume of applications.
• Salary: non negotiable

Important notice: fraudulent job postings

We have been made aware that some websites are falsely advertising job vacancies for the Parliamentary and Health Service Ombudsman (PHSO). We only advertise job vacancies through these official channels:

• our website
• LinkedIn
• Civil Service Jobs
• GOV.uk
• Indeed
• Ombudsman association
• BMEjobs.co.uk
• Disabilityjob.co.uk
• Neurodiversityjobs.co.uk
• LGBTjobs.co.uk

Do not share personal details with any other websites claiming to represent PHSO. Contact our recruitment team to report any concerns at recruitment@ombudsman.org.uk

We are changing our name

We are changing our name. Later this year we will become the Public Service Ombudsman. This will make it easier for people to find us and understand what we do. The service we provide will remain the same. Visit our website to find out more. 

If you have any questions, please contact us at recruitment@ombudsman.org.uk .

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the

Civil Service People Plan (opens in a new window)

and the

Civil Service Diversity and Inclusion Strategy (opens in a new window) .

Apply and further information

Once this job has closed, the job advert will no longer be available.

You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Hazel Waddington, Assistant Director of Transformation
• Email : Hazel.Waddington@ombudsman.org.uk

Recruitment team

• Email : recruitment@ombudsman.org.uk

• Attachments
• How to apply Opens in new window (pdf, 148kB)
• Transformation Change Manager role profile Opens in new window (pdf, 176kB)
• Apply at advertiser's site
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