Agence Togo Digital

Department: PMO / Change Management

Location: Agence Togo Digital, Lomé, Togo

Reporting Manager: Head of PMO / Head of Change Management

Functional Collaborations: Project Managers, Functional Leads, Digital Factory team, Technical Direction, Human Resources Direction, Communication Direction, external training providers, beneficiary ministries, public institutions, and administrations

Positions available: 1

Main Mission

Within the framework of the Togolese Administration's accelerated digitalization program, the Head of Change Management and Training will be responsible for defining and implementing the organizational change management (OCM) and end-user training strategy for all digital solutions deployed by Agence Togo Digital.

He/she will ensure that every digital product or platform shipped by ATD is backed by a robust action plan designed to align stakeholders, mitigate resistance, and establish a structured knowledge transfer framework tailored to user profiles. This framework must align directly with the State’s strategic goals for digital adoption, ownership, and long-term sustainability. Target audiences encompass civil servants, ministerial executives, technical operators, front-desk staff, functional administrators, business referents, and other key users within beneficiary institutions.

The Head of Change Management and Training will drive instructional engineering, training schedules, content production, session coordination, competency assessments, and adoption impact mapping. He/she will design and institutionalize a continuous learning and enablement framework to support long-term proficiency across deployed platforms.

In the execution of their duties, the Head of Change Management and Training is expected to produce, update, or validate the following key deliverables, depending on the specific typology of the projects and solutions under their purview:

End-User Training and Adoption Strategy Manual: outlining organizational vision, core guidelines, adoption targets, and operational roadmaps;
Consolidated Training Master Plan: mapping project-specific pipelines, user personas, training needs analysis (TNA), learning objectives, deployment models, calendars, and budget allocations;
Instructional Design & Content Repository: standardizing master templates, comprehensive user manuals, practical quick-reference sheets, e-learning modules, and training-of-trainer (ToT) toolkits;
Targeted Training Assets for end-users, functional administrators, and institutional champions;
Technical Specifications (Terms of Reference) for externalized instructional design or training services, when outsourced;
Campaign Delivery and Evaluation Reports: documenting attendance rates, learner satisfaction, skill assessment scores, operational hurdles, recommendations, and corrective actions;
Change and Training Governance Dashboards: tracking target audience coverage margins, participation rates, course completion tracking, learner satisfaction, post-training skill acquisition, and platform adoption velocity;
Skill Upskilling Action Plans for ongoing user development.

Responsibilities

1. Training Strategy Definition and Governance

Formulate, formalize, and optimize the overarching training and adoption architecture for all digital solutions deployed by ATD.
Harmonize training timelines with project roadmaps, infrastructure rollouts, and production go-live milestones.
Institutionalize corporate quality standards, models, and pedagogical methodologies for training material creation and implementation.
Select optimal learning pathways (on-site, remote, hybrid, or asynchronous) based on target user constraints, regional logic, operational realities, and systemic criticality.
Cultivate a unified knowledge transfer methodology across the Agency’s multi-project portfolio.
Drive an organizational culture focused on digital literacy, platform ownership, and sustainable usage within public administrations.

2. Training Needs Analysis (TNA) and Instructional Engineering

Identify, analyze, and map granular training needs across varied software releases and administration workflows.
Chart user personas, prerequisite baselines, target pedagogical objectives, expected competency tiers, and evaluation metrics.
Architect and oversee user-centric learning paths adapted to varying technical literacy levels.
Bridge the gap between software technical specifications, public sector business processes, and instructional content layouts.
Supervise the production of multimedia educational assets: slide decks, administrative step-by-step guides, operational runbooks, cheat sheets, screencasts, video tutorials, and interactive e-learning modules.
Guarantee that all learning collateral remains highly legible, accurate, up to date, validated, and structurally synchronized with public administration context.

3. Training Plan Architecture and Operational Coordination

Draft tailored training programs per project in coordination with project managers, functional leads, and focal points within beneficiary administrations.
Establish training schedules while accounting for institutional agendas, logistics, geographic distribution, and operational service continuity.
Coordinate the delivery of training initiatives across classroom, virtual, or hybrid channels.
Mobilize participants, internal instructors, institutional change champions, and foundational logistics.
Track program execution and engineer mitigation tactics for risks tied to user availability, faulty hardware configurations, or unstable staging environments.
Secure exhaustive administrative records of all completed sessions: sign-in registries, feedback metrics, workshop briefings, and rollout summaries.

4. Team Leadership and Training Vendor Management

Form, build, and lead ATD’s internal cell of corporate trainers, training coordinators, and instructional designers.
Distribute, optimize, and supervise team assignments based on project priorities and go-live urgencies.
Participate in selecting, onboarding, and managing third-party training organizations or specialist contractors.
Audit the execution quality of outsourced deliverables, vetting external material accuracy and training delivery behavior.
Conduct objective performance evaluations of internal and external training actors and design quality improvement actions.

5. Telemetry Tracking, Assessment, and Impact Measurement

Design and implement structural Key Performance Indicators (KPIs) to measure training efficacy.
Run analytics tracking audience penetration, active involvement, user sentiment, and hard skill acquisition.
Supervise immediate (reactionary) and delayed (retention-based) training evaluations.
Interpret aggregate feedback from learners, trainers, project managers, and organizational business owners.
Monitor long-term software adoption metrics and active system usage data in collaboration with project and analytics teams.
Feed consolidated adoption dashboards and report data to the PMO, Technical Direction, and governing panels.
Frame actionable programmatic pivots to boost pedagogical return on investment, user ownership, and workflow optimization.

6. Digital Learning, LMS Management, and Asset Capitalization

Accelerate the deployment of hybrid and digital-first instructional paths (asynchronous e-learning modules, virtual classrooms, micro-learning assets, and self-paced toolkits).
Evaluate, deploy, and administer Learning Management Systems (LMS) and enterprise educational portals.
Structure, categorize, index, and manage a reusable repository of instructional content objects.
Formulate standard corporate learning kits and baseline content blocks for recurring or shared digital modules.
Document lessons learned across institutional training rollouts to continuously improve user documentation playbooks.

7. Institutional Alignment, Budgeting, and Risk Mitigation

Act as the prime training liaison between ATD and partner ministries, government bodies, and beneficiary organizations.
Represent the human capability, adoption, and training dimensions within project steering committees.
Coordinate training plans with broader institutional communication drives, user sensitization campaigns, and front-line support structures.
Construct detailed budget estimations for the training tracks of enterprise projects and nation-scale programs.
Track the financial execution of learning initiatives alongside the PMO, financial administration, and service providers.
Enforce absolute data privacy, information security protocols, and operational compliance within all educational delivery channels.

8. Change Management and Adoption Acceleration

Help author and execute the overarching organizational change management (OCM) blueprint linked to national digital transformation mandates.
Help chart organizational, operational, and cultural impact matrices resulting from newly introduced software systems.
Uncover friction points, technical anxieties, or behavioral resistance, and engineer targeted change mitigation programs.
Design and lead strategic OCM activities: awareness workshops, user-facing change messaging, local change champion mobilization, group coaching, and post-launch hypercare support.
Design frameworks that encourage public sector employees to build sustainable ownership of state-deployed platforms.
Guide ministries through workplace evolution and structural adaptations caused by modern paperless procedures.
Interface with communications and project squads to align messaging across official public relations and user training environments.
Form, coordinate, and run a localized network of "Change Ambassadors" within beneficiary structures to organically cascade best practices.
Lead evaluation initiatives on post-deployment system adoption, highlighting change blockages, residual adoption risks, and strategic mitigation methods.

Required Skills

Change Management Engineering: Strong proficiency in OCM methodologies (e.g., ADKAR, Kotter, Prosci, or equivalent) applied specifically to large-scale enterprise IT or public sector transformation.
Instructional Design Principles: Advanced understanding of adult learning theory (Andragogy, ADDIE model, Kirkpatrick evaluation levels, curriculum design, and capability modeling).
Delivery Modal Mastery: Expertise in orchestrating diverse delivery formats (on-site workshops, synchronous webinars, self-paced e-learning modules, and Train-the-Trainer frameworks).
Technical Writing & Layout: Superior capacity to generate professional-grade user manuals, digestible job aids, structured infographics, and clear technical runbooks.
LMS Administration: Solid command of learning ecosystems and portals (e.g., Moodle or equivalent tools).
Authoring & Creation Tooling: Familiarity with digital content design application suites (e.g., Articulate Storyline/360, iSpring, Didask, Canva, Genially) is highly advantageous.
Project and Matrix Coordination: Competency utilizing standard project management frameworks and planning software (e.g., Odoo Project, Jira, Trello, MS Project).
Communication & Facilitation: High-impact verbal and written presentation skills; strong capability to synthesize complex system features into accessible, value-driven learning scripts.
Community Building: Capacity to lead focus groups, handle resistance diplomatically, and manage stakeholder anxieties with tact and political acumen.
Languages: Impeccable written and spoken eloquence in French; strong command of professional and technical English.

Qualifications

Education: Master’s degree (BAC+5) in Education Sciences, Instructional Design, Human Resources, Organizational Psychology, Social Sciences, Corporate Communication, IT Systems Management, or a related domain.
Hybrid Profile: A dual competency combining deep instructional/OCM framework execution with a clear, practical grasp of enterprise digital architectures is a significant competitive asset.
Professional Experience: A minimum of 5 years of experience specializing in corporate training engineering, instructional design, large-scale training rollout leadership, or organizational change management.
Leadership Background: At least 2 years in a managerial or senior supervisory role leading instructional designers, corporate trainers, or transformation consultants.
Professional Certifications: Credentials in change management (e.g., Prosci, CCMP) or instructional design, project management, agile product delivery, or digital learning are highly preferred (e.g., PMP, PRINCE2, Scrum Master, ITIL).

Job Requirements and Challenges

Engaging with diverse student and professional brackets displaying highly heterogeneous levels of digital maturity, necessitating dynamic pacing and real-time methodology adjustments.
Leading stakeholder mobilization and community engagement across shifting institutional hierachies.
High demand for exceptional communication clarity, empathy, active listening, and diplomacy in a multi-actor public ecosystem.
Managing and resolving immediate end-user anxieties, technical doubts, or process-friction concerns.
Frequent travel to regional or decentralized administration hubs for on-site sensitization, coaching, and immediate post-launch start assistance.
Adhering to high standards of professional confidentiality, data privacy protocols, administrative documentation, and institutional commitments.
Direct accountability to provide data-driven status metrics regarding user satisfaction, completion velocities, and long-term systemic adoption trends to executive leadership.
Simultaneous management of multiple parallel learning initiatives covering diverse and separate public sector business verticals.

Training Manager