Change & Transition Lead – Developer Services Transformation (Salesforce)

The Role

The Change & Transition Lead is responsible for driving the people, process, and operational adoption of Thames Water’s Developer Services transformation. The role ensures that Salesforce platform delivery and process changes are effectively translated into business readiness, stakeholder alignment, and sustainable operational adoption, enabling improved customer outcomes, regulatory performance, and long-term service transformation.

Your responsibilities:

• Lead the end‐to‐end change and transition strategy for the Developer Services transformation.
• Translate system and process changes into clear impacts for users, teams, and customers.
• Drive stakeholder engagement across Developer Services, Digital, Product, and Change teams.
• Define and deliver integrated change plans, including communications, training, and readiness.
• Align change activities with quarterly delivery cycles supporting iterative releases.
• Ensure business and operational readiness for cutover into live environments.
• Embed new ways of working, including roles, governance, and performance measures.
• Track and manage adoption, readiness, and benefits realisation.
• Identify and mitigate change risks, resistance, and capability gaps.
• Maintain alignment between delivery outputs, business readiness, and long-term adoption goals.

Your Profile

• Proven experience in change and transition management for large-scale transformation programmes.
• Hands‐on experience with enterprise platform adoption, preferably Salesforce.
• Strong understanding of change methodologies and their practical application.
• Experience in complex, multi‐stakeholder environments.
• Experience working in regulated sectors, ideally utilities.
• Strong stakeholder engagement including senior leadership alignment.
• Ability to translate design outputs into user-focused change interventions.
• Experience driving business readiness and operational transition.
• Strong communication skills focused on clarity and impact.
• Ability to operate within iterative / Agile delivery models.

Desirable skills/knowledge/experience:

• Experience in Salesforce transformation programmes in utilities or similar domains.
• Familiarity with Developer Services or customer lifecycle processes.
• Experience delivering customer‐centric and self‐service transformations.
• Exposure to D‐MeX or regulatory performance frameworks.
• Experience aligning change with Agile / incremental delivery cycles.
• Knowledge of process redesign and standardisation initiatives.
• Experience in change impact assessment and capacity planning.
• Familiarity with training design and delivery frameworks.
• Experience managing benefits tracking and realisation.

Strong collaboration across business, digital, and delivery teams