Change Communications Manager

Mace•Toronto, ON

2d•CA$100,000 - CA$130,000•Onsite

About The Position

At Mace, our purpose is to redefine the boundaries of ambition. We believe in creating places that are responsible, bringing transformative impact to our people, communities, and societies across the globe. Within our consult business we harness our unique combination of leading-edge practical expertise and project delivery consultancy to unlock the potential in every project. Mace is seeking an experienced Change Communications Manager to support a major technology-enabled transformation program for a confidential government organization. This multi-year program will help a large public-sector organization adopt new ways of working as it modernises its technology, processes, operating model and workforce capability across business functions, enterprise technology, operations, finance, customer-facing channels, retailers and partners. Working within an integrated transformation and organizational change management team, you will own the change communications strategy, messaging architecture, communications plan, channel approach, leadership and manager materials, change champion content, deployment messaging, FAQs and feedback reporting. This is not a general corporate communications role or a direct stakeholder engagement role. Change and Engagement Managers will lead workshops, adoption planning, resistance management and champion activation; this role will translate their insight into targeted communications that support readiness, training, deployment, hypercare and sustainment. The role may require working up to five days per week on site in a government organization office environment, alongside client communications teams, program leaders, change managers, senior stakeholders, SMEs, training teams and technology partners.

Requirements

Minimum 4 years of experience in change communications, transformation communications, internal communications, or program communications, supporting complex technology-enabled or organizational change initiatives.
Experience supporting technology-enabled change, digital transformation, system implementation, process redesign, operating model change, or organizational change programs.
Proven ability to develop and support communications strategies, messaging frameworks, case for change narratives, communications plans, channel strategies, communication calendars, and approval processes.
Experience creating leadership briefings, manager packs, FAQs, talking points, change champion materials, training communications, launch communications, and reinforcement content.
Strong written communication skills, with the ability to produce clear, concise, plain-language, and executive-ready content tailored to different audiences and channels.
Experience delivering communications across diverse stakeholder groups, including executives, senior managers, operational teams, technology teams, frontline users, external partners, vendors, and third parties.
Strong stakeholder engagement and editorial skills, with experience adapting messaging to audience needs and supporting high-visibility transformation programs in complex, multi-stakeholder environments.

Responsibilities

Support a healthy, inclusive and psychologically safe transition by ensuring communications are clear, timely, accessible and sensitive to the pressures created by large-scale organizational and technology change.
Help reduce uncertainty, resistance and change fatigue by ensuring impacted stakeholders understand what is changing, why it matters, what it means for them and what support is available.
Ensure communications are inclusive, plain-language, audience-specific and accessible to different stakeholder groups, capability levels, working environments and operational contexts.
Identify communication risks that could create confusion, anxiety, misinformation, resistance or reduced confidence in the transformation.
Support the development and delivery of the change communications strategy, ensuring messaging, channels, content and feedback loops align to the transformation roadmap, change impacts, readiness risks, training approach and deployment milestones.
Develop the case for change, messaging architecture, communications plan, channel strategy, governance, editorial calendar and approval approach.
Create practical materials including leadership briefings, manager packs, change champion content, FAQs, talking points, launch communications, training communications, deployment updates, hypercare messages and sustainment content.
Work with Change and Engagement Managers to translate stakeholder insights, change impacts, resistance themes, readiness issues and adoption risks into targeted communications.
Prepare clear, audience-specific materials that explain the “what, why, when, how and what it means for me” for impacted groups, including executives, managers, business units, service providers and third parties.
Support training, readiness, deployment and go-live activity through learner communications, manager reminders, countdown messages, support model updates, issue-response messaging, FAQs and reinforcement content.
Support change champion activity by developing cascade materials, briefing packs, engagement prompts, key messages, local communication guidance and reinforcement content.
Establish feedback loops through surveys, Q&A channels, engagement forums, mailbox themes, sentiment tracking and stakeholder feedback from Change and Engagement Managers.
Analyze feedback and sentiment themes to refine, clarify or better target communications, and provide inputs into readiness reporting, adoption dashboards, leadership briefings, resistance management plans and final OCM reporting.
Coordinate with the client’s internal communications team to align with tone, branding, channel protocols, approvals and governance, ensuring communications are integrated with engagement, sponsor enablement, training, adoption support and sustainment.
Ensure communications are accurate, transparent and evidence-based, aligned to approved program decisions, process changes, system functionality, training plans and deployment milestones.
Raise risks early where unclear messaging, delayed approvals, inconsistent information, weak channel reach or stakeholder confusion may affect readiness or adoption.
Maintain version control, approval discipline, confidentiality and traceability, ensuring materials respect client governance and do not create unrealistic expectations about scope, timing or impacts.
Help leaders, managers, change champions and impacted users communicate with clarity and confidence through targeted messaging, toolkits, talking points, FAQs and briefing packs.
Create reusable communication assets, templates, message maps and content libraries, supporting knowledge transfer so client teams can sustain communications beyond implementation.
Contribute to an integrated delivery environment where communications, change, readiness, training, workforce and technology teams work together effectively.