POSITION DETAILS:

Position Title:

Senior Adoption & Change Management Consultant

Reports to (POSITION):

Adoption & Change Management Lead

Team:

Microsoft Services Team

Department:

Technical Solutions

PURPOSE OF JOB:

The Senior Adoption & Change Management Consultant leads customer engagements from strategic discovery and adoption planning through practical delivery, training and sustained behaviour change. The role translates Microsoft 365, Copilot and AI workplace transformation ambitions into clear priorities, confident users and measurable business outcomes. This is a hands-on consulting role combining leadership workshops, adoption roadmaps, communications, learning materials and personally delivered customer training. Discovery, readiness and early learning can progress in parallel, with practical feedback informing the AI workplace transformation roadmap.

KEY RESPONSIBILITIES:

• Lead discovery and leadership workshops to understand business priorities, assess readiness, map stakeholders and change impacts, and identify adoption barriers. Analyse real tasks and current workflows, including hand-offs, information sources, duplication and rework, establishing proportionate baselines.
• Develop tailored adoption strategies and actionable transformation roadmaps covering sponsorship, communications, capability building, responsibilities, milestones, dependencies and outcome measures. Prioritise use cases against business value, readiness, risk and effort, refining plans through practical learning and feedback.
• Coordinate adoption readiness with licence deployment and technical rollout. Coach leaders and managers, deliver audience-specific communications and onboarding guidance, establish Champion communities, and maintain SharePoint adoption pages and learning resources using appropriate content and permissions practices.
• Agree adoption and business outcome measures, baselines and available evidence sources. Monitor usage, user feedback and practical application of learning, distinguishing participation from demonstrated outcomes. Report progress, barriers, risks and recommended actions, and use evidence to improve delivery.
• Work with process owners to redesign and test prioritised workflows using Microsoft 365 Copilot. Define future processes, responsibilities, human checks and acceptance criteria, testing improvements against baselines. Apply Copilot in SharePoint to knowledge and content processes, addressing information quality, currency, structure, ownership and access.
• Develop a prioritised use case backlog with problem statements, target users, future workflows, suitable capabilities, data and permissions dependencies, review points and outcome measures. Design, build and test focused Agent Builder agents and reusable AI skills within agreed scope. Define instructions, knowledge sources, inputs, outputs, boundaries and ownership; validate grounding and representative scenarios. Select the simplest suitable approach, confirm licensing, tenant availability and governance, and refer complex integrations, automation and production engineering to specialists.
• Design role-based learning pathways and personally deliver customer training, workshops, demonstrations, masterclasses and coaching, remotely and in person as required. Combine Microsoft 365 and Copilot foundations with applied process and use case sessions, including appropriately scoped agents and reusable skills where enabled. Create presentations, exercises, videos and guides; teach responsible prompting, information handling, source checking and output review, and evaluate practical application.

INDIVIDUAL RESPONSIBILITIES:

• Independently lead the agreed adoption and change scope, maintaining clear plans, deliverables, customer commitments and delivery boundaries. Manage priorities across engagements and promptly escalate risks, dependencies and scope changes.
• Produce high-quality customer documentation and maintain accurate records of decisions, actions and outcomes. Support pre-sales discovery and define realistic adoption services, deliverables and customer responsibilities.
• Provide business requirements, user scenarios and adoption input for Copilot Studio and Power Platform solutions. Work with technical, security and information governance specialists on feasibility, responsible AI, user testing and implementation readiness; do not replace specialist architecture, tenant configuration, security, licence administration or production engineering accountabilities.
• Maintain leadership engagement and Champion involvement, address adoption barriers, and support transition into business as usual with clear ownership, reusable resources and ongoing adoption measures.
• Share reusable methods, training assets and lessons learned across the ACM practice. Maintain relevant Microsoft 365 and AI knowledge and translate changes into practical customer recommendations.

WIDER TEAM NETWORK

Internal

Adoption & Change Management Lead, Microsoft Services colleagues, technical delivery teams, Pre-sales, Sales, Marketing and Support.

External

Customer sponsors, leaders, managers, business process owners, IT and governance teams, Champions, end users, vendors and partners.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Professional Qualifications

Strong working knowledge of Microsoft 365, including Teams, SharePoint, OneDrive, Word and Excel, and practical Microsoft 365 Copilot adoption experience. Ability to develop Art of the Possible demonstrations; improve business processes; create and test Agent Builder agents; apply Copilot in SharePoint; and develop reusable AI skills and instructions where supported. Understand information quality, permissions, responsible AI, licensing and feature availability, and when specialist input is required.

ESSENTIAL

Excellent communication, presentation, facilitation, organisation and stakeholder management skills. Ability to facilitate senior discussions, challenge unsuitable AI requests constructively, and translate business needs into prioritised use cases, process maps, testable success criteria and delivery roadmaps.

ESSENTIAL

Relevant experience

Proven experience independently leading technology adoption and organisational change engagements from discovery and strategy through practical delivery and sustained adoption. Demonstrated application of change management methods and evidence of workflow improvement, piloting and measurable outcomes.

ESSENTIAL

Other Requirements

Ability to collaborate across business and technical teams, interpret adoption evidence and user feedback, and manage competing priorities. Demonstrated ability to design and personally deliver effective customer training, workshops and audience-specific learning materials.

ESSENTIAL

A recognised change management qualification, such as Prosci or APMG Change Management, or equivalent professional development. Relevant Microsoft certifications or evidence of ongoing professional learning in Microsoft 365 and AI.

DESIRABLE

Experience designing workforce capability programmes, coaching leaders, establishing Champion networks, and creating SharePoint learning hubs, videos and reusable adoption content. Familiarity with Copilot Studio and Power Platform sufficient to collaborate with specialists, plus experience supporting pre-sales and reusable service methods.

DESIRABLE

CORE Competencies & SKILLS – BASED ON POSITION AND GRADE (IF APPLICABLE)

• Strategic thinking and practical change management: connect organisational priorities with people-centred delivery and sustained behaviour change.
• Hands-on Microsoft 365 and Copilot capability: improve workflows, develop focused agents and reusable skills, and apply sound judgement about governance and specialist boundaries.
• Confident facilitation, presentation and training: move between leadership conversations and practical user support, challenge assumptions constructively and turn complex requirements into clear actions.
• Independent delivery ownership: organise and prioritise work, manage customer expectations, recognise risks and dependencies, and use evidence to guide continuous improvement.