Manager - IT Communications & Digital Operations

IT Communications Strategy & Execution

• Develop and execute enterprise-wide IT communication strategies that support technology initiatives, system implementations, platform changes, and employee adoption.

• Lead communications for planned technology updates, outages, maintenance events, and service disruptions.

• Establish content architecture governance and communication standards for IT and technology-related messaging.

• Create and manage communication plans supporting digital transformation initiatives and employee technology adoption.

• Partner with IT leadership to proactively communicate technology roadmaps, enhancements, and organizational priorities.

Incident, Risk & Service Communications

• Shape and support employee communication processes for technology incidents, outages, and critical business disruptions.

• Partner with IT, Security, and Risk teams to develop and maintain communication protocols for high-impact events.

• Enable employee notification capabilities across ServiceNow, alerting platforms, email, SharePoint, Teams, and emerging communication channels.

• Develop communication workflows and escalation procedures for urgent and time-sensitive employee notifications.

Digital Communications Operations

• Serve as the business owner for SHI’s intranet environment, powered by Microsoft SharePoint and related Microsoft 365 communication applications.

• Develop and maintain intranet governance standards, content lifecycle processes, and publishing policies.

• Lead SharePoint information architecture, site governance, navigation strategy, and user experience enhancements.

• Partner with business stakeholders to ensure content remains accurate, compliant, and aligned with organizational priorities.

• Drive continuous improvement of search functionality, content discoverability, and employee self-service experiences.

Communications Platform Strategy & Governance

• Monitor the Microsoft 365 roadmap and assess opportunities to improve employee experience through new capabilities and enhancements.

• Evaluate, implement, and govern digital workplace technologies that improve communication, collaboration, and knowledge sharing.

• Establish performance metrics and reporting to measure platform effectiveness, adoption, and employee engagement.

• Create governance frameworks that balance usability, scalability, and compliance requirements.

Ownership Areas

• IT communications strategy and execution.

• ServiceNow communication workflows and automation.

• IT incident and risk communications.

• Employee-facing technology adoption and change communications.

• SharePoint/mySHI information architecture.

• Intranet governance, content lifecycle management, and search experience.

• Evaluation and implementation of Microsoft 365 and SharePoint roadmap enhancements.

Operational Focus

The role's responsibilities are distributed across the following areas:

Success Measures

Success in this role will be measured by:

• Increased employee engagement with SharePoint and related communication tools.

• Improved effectiveness and timeliness of IT communications.

• Increased adoption and utilization of SharePoint, intranet, and employee self-service resources.

• Reduced communication gaps during technology changes and incidents.

• Improved content governance, search experience, and information accessibility.

• Successful implementation and adoption of new Microsoft communication capabilities.

Behaviors and Competencies

• Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.

• Analytical Thinking: Can use advanced analytical techniques to solve complex problems, draw insights, and communicate the solutions effectively.

• Business Acumen: Can develop and execute business plans to drive growth and profitability.

• Change Management: Can manage major changes in organizational processes or policies, can facilitate change management processes among others, can mentor others in effective change management, and can adapt change management style based on the situation and the organization’s needs.

• Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard.

• Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.

• Continuous Improvement: Can identify major areas for improvement, implement major changes, and support others in their continuous improvement efforts.

• Decision-Making: Can facilitate group decision-making processes, build consensus, and commit to a course of action even in the face of uncertainty.

• Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.

• Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.

• Ability to develop and execute enterprise communication strategies.

• Strong knowledge of Microsoft 365 technologies, including SharePoint, Teams, Viva, and related collaboration platforms.

• Ability to manage SharePoint Online governance, information architecture, and content strategy.

• Strong written, verbal, and executive-level communication skills.

• Ability to lead complex cross-functional initiatives involving both technology and business stakeholders.

• Strong organizational, project management, and governance capabilities.

• Ability to analyze platform performance, adoption trends, and employee engagement metrics.

• Ability to drive technology adoption, change management efforts, and continuous process improvement.

• Bachelor’s degree in Communications, Marketing, Information Systems, Digital Media, Business, or a related field.

• 5-7 years of progressive experience in internal communications, IT communications, intranet management, employee experience, or related disciplines.

• Experience managing SharePoint Online environments, governance frameworks, and content architecture.

• Experience developing and executing enterprise communication strategies.

• Demonstrated experience leading cross-functional initiatives involving technology and communication stakeholders.

• Ability to travel 20%

Preferred

• Experience supporting ServiceNow communication workflows and employee self-service initiatives.

• Knowledge of crisis, incident, or risk communication practices.

• Experience utilizing SharePoint analytics, employee engagement measurement tools, and reporting capabilities.

• Experience managing large-scale intranet or employee experience platforms.

• Familiarity with change management methodologies and technology adoption programs.