CHANGE MANAGER JOB DESCRIPTION

Every IT organization runs a steady stream of patches, upgrades, and configuration updates. Without someone accountable for evaluating risk, sequencing windows, and enforcing the Forward Schedule of Change, outages multiply and SLA breaches follow. The Change Manager owns that accountability, sitting within IT service operations and governing every request from submission through post-implementation review. ITIL-aligned environments, including those operating Change Advisory Boards and CAB governance structures, depend on this function to keep production systems stable across a multi-supplier landscape.

As the Change Manager, you evaluate, coordinate, and govern IT change requests to protect service stability and minimize unplanned outages across the organization's production environment. You work within the IT service operations team, reporting to senior service leadership, and partner with project leads, IT infrastructure teams, and external service providers to maintain compliance with change standards and SLA commitments.

Career Impact: Owning CAB governance and ITIL-compliant change control at the enterprise level establishes you as a senior practitioner in IT service management, a credential that carries direct weight in organizations pursuing ISO 20000 or similar frameworks.

Business Impact: When change risk is poorly assessed, production outages affect end users and trigger SLA penalties - the Change Manager's evaluations are the mechanism that prevents that chain of events.

Growth Opportunity: The hands-on scope spanning impact analysis, stakeholder coordination, and continuous improvement reporting creates a direct path toward IT Service Management Director or Head of Change and Release roles.

• Evaluate change requests against policy, assessed risk, and readiness criteria to produce approve, deny, or modify recommendations.
• Manage the Forward Schedule of Change, maintenance windows, change freezes, and full lifecycle processing within the ITSM environment.
• Chair and facilitate Change Advisory Board meetings, coordinating internal and external IT contacts at all seniority levels.
• Monitor scheduled service windows and outage commitments to ensure adherence to SLA obligations.
• Document and distribute weekly agendas, meeting minutes, and change-related communications to key stakeholders.
• Coordinate with project teams to plan, stage, and roll out changes to controlled testing and production environments.
• Identify Continuous Service Improvement opportunities and drive process changes that reduce duplicate or failed changes.
• Prepare performance reports and change schedule presentations for executives, senior service managers, and engineering teams.

• Bachelor's degree in information technology, business, or a related field, or equivalent work experience.
• 3 or more years of IT service management experience, with at least 2 years in a dedicated Change Management function.
• ITIL Foundation certification, with demonstrated working knowledge of change, incident, and release management processes.
• Solid understanding of IT infrastructure components including networks, operating systems, databases, and cloud environments.
• Proven ability to assess technical risk and communicate findings clearly to both technical and non-technical stakeholders.
• Strong organizational skills with the ability to manage a high-volume change pipeline against competing deadlines.
• Excellent written and verbal communication skills, with experience preparing executive-level reports and board documentation.

• ITIL Intermediate or ITILv4 Managing Professional certification, demonstrating advanced service management knowledge.
• PMP or PRINCE2 certification, supporting structured project coordination within complex change programs.
• Experience operating in a government, defense, or regulated multi-supplier environment, including familiarity with security clearance requirements.
• Exposure to Agile and DevOps delivery models and the change governance adaptations they require.

• Change success rate, measuring the percentage of implemented changes that complete without incident or rollback.
• Failed change rate per review period, tracking improper or incomplete change activities reaching production.
• SLA adherence rate for service windows and outage commitments managed by this role.
• Mean time to process a standard change request from submission to scheduled approval.
• CAB agenda completion rate, reflecting preparation and facilitation discipline per governance cycle.
• Typical tools: ITSM platforms (commonly ServiceNow), project tracking (commonly Microsoft Project or Jira), reporting (commonly Excel with pivot tables or SharePoint dashboards).

• Base Salary Range: $85,000 to $120,000 annually, depending on seniority and clearance level.
• Bonus: 5 to 10 percent annual performance bonus typical in enterprise IT environments.
• Equity: Generally not offered at this level in IT services; stock purchase plans available at larger firms.
• Health Benefits: Medical, dental, and vision coverage standard across most employers.
• PTO: 15 to 20 days annually, plus federal holidays.
• Common Perks: ITIL or PMP certification reimbursement, remote or hybrid scheduling, and training budgets.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Reasonable accommodations are available to qualified applicants with disabilities throughout the hiring process and in the performance of job functions - requests may be submitted at any time. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. In IT service and government-adjacent environments, offers of employment are contingent on successful completion of a background check, and candidates must be authorized to work in the United States.

The Change Manager owns the end-to-end change management service, monitoring, evaluating, and coordinating change requests across Change Boards including RRB, ERB, ORB, and CCB. Working with project teams and upper management, this role ensures service windows, outages, and SLAs are adhered to while delivering accurate reports and presentations that support operational continuity.

Key Responsibilities

• Monitor and evaluate the change management service including planning, scheduling, evaluating, approving, and implementing activities.
• Evaluate change requests and make recommendations based on conformity to policy, assessed risk, and readiness.
• Attend all Change Boards including RRB, ERB, ORB, and CCB.
• Administer board requests and changes.
• Create and post weekly agendas and minutes.
• Facilitate meetings to plan and schedule changes.
• Collaborate with project teams to coordinate and roll out changes to controlled testing and production.
• Prepare reports and presentations for executives, managers, and engineers.
• Ensure scheduled service windows, outages, and service level agreements are adhered to.
• Participate in weekly meetings to provide status updates to upper management.

Required Qualifications

• Currently hold an active Secret security clearance.
• Solid understanding of Project Management and Project Management Office.
• Excellent researching, decision-making, and organizational skills.
• Excellent written and verbal communication skills.
• Proven analytical, evaluative, and problem-solving abilities.
• Working knowledge of Microsoft Office Suite including Microsoft Project or similar tools.
• Ability to build and maintain relationships, partnerships, and external networks.
• Ability to work independently and collaboratively in a team environment.
• Ability to maintain confidentiality and adhere to data protection guidelines.

Embedded within the IT service function, the Change Manager ensures all changes are logged, categorized, and visible within the ITSM toolset ServiceNow while owning tooling requirements and driving continual process improvement. Working closely with management, stakeholders, and IT service suppliers, this role enables alignment between Change Management operations and evolving business needs.

Core Functions

• Ensure all changes are logged, categorized, and visible within the ITSM toolset ServiceNow.
• Take a holistic view of change to factor in patterns of business activity and scheduling conflicts.
• Develop a clear understanding of business areas and how IT services support them.
• Own ServiceNow tooling used for change and identify requirements for ongoing improvements.
• Provide timely and accurate reports to management and stakeholders including performance reporting and change schedules.
• Drive continual improvement of the Change Management process to maintain alignment with business and IT needs.

Qualifications and Experience

• Demonstrable working knowledge of ITIL Service Management framework and process areas.
• High-level understanding of IT infrastructure including hardware, databases, operating systems, and local area networks.
• Strong communication skills with ability to engage technical staff, business stakeholders, and senior management.
• Proven ability to organize change within a high-demand pipeline.
• Experience gained from working within an ITIL Service environment.
• Experience managing and maintaining relationships with suppliers of IT services.

Reporting to senior service leadership, the Change Manager leads and coordinates change activities across customer environments, covering documentation, impact analysis, risk mitigation, and partner engagement throughout the full change lifecycle. Partnering with engineering teams and Customer CAB meetings, this role provides first-line defense against improper change activities while driving continuous service improvement.

Primary Duties

• Lead and coordinate change activities across customer environments.
• Lead Technical and Post-Implementation Review Boards.
• Account for all change activities including coordination, documentation, impact analysis, risk mitigation, communications, and partner engagement.
• Initiate and maintain effective relationships with key internal and external partners to proactively manage risks and issues.
• Document measures and metrics of technical changes throughout the change lifecycle.
• Identify Continuous Service Improvement opportunities.
• Represent Change Requests at Customer CAB meetings.
• Ensure all team members follow the process in testing and deployment of patches, upgrades, and new hardware and software.
• Review technical details of planned changes as first-line defense against improper change activities.
• Make recommendations around continual service improvements and drive changes to processes and procedures.

Technical Qualifications

• ITIL Foundations Certification required.
• PMP or PRINCE2 Certification preferred.
• ITIL Intermediate Certification preferred.
• Solid grasp of ITIL framework and Change Management function.
• Experience delivering service reviews to senior leaders.
• Proven track record in leading conflicts and mediating to resolution.
• Exposure to tools such as ITSM and HPSC.
• Experience with Excel and PowerPoint.

Sitting at the intersection of people strategy and IT delivery, the Change Manager develops and executes change management initiatives by partnering with Leadership, Talent, HR, and Corporate Communications to drive employee engagement and adoption. Operating across all levels of the organization, this role ensures change programs align with IT strategy and the IT Business Portfolio, enabling a connected and transformation-ready workforce.

Duties

• Develop and sustain engagement activities with Leadership teams and staff to create a connected workforce.
• Lead, develop, and execute change programs partnering with Leadership, Talent, and HR for specialist capability and best practice.
• Identify, develop, and plan learning opportunities to support adoption, partnering with internal and external learning development specialists.
• Support business leaders to ensure engagement with stakeholders on change initiatives and transformation programs.
• Develop and support communities of change agents ensuring they become advocates of transformation.
• Develop actionable and targeted change management plans and integrate activities into the portfolio.
• Maintain continuous engagement within the business area, learning and adapting to what works.
• Coordinate the plan of engagement events to ensure all activities have the right level of change support.
• Manage external stories partnering with Corporate Communications to sustain a social media presence in line with strategy.

Education and Experience

• Degree or Honours equivalent required.
• PROSCI certification is an advantage.
• Experience in delivering change and transformation initiatives using project and change management methods in a large organization.
• Exposure to a wide range of Information Technologies and airline-based roles with a focus on introducing technology to large, geographically disparate teams.
• Knowledge and understanding of change management principles and methodologies.
• Key concepts of business intelligence including data warehousing, BI applications, and analytics.
• Exceptional written and verbal communication skills.
• Outstanding ability to facilitate dialogue and resolve complex issues with a range of stakeholders including senior executives.
• Ability to coach and support key stakeholders at all levels of the organization.

A Change Manager will play a key role in ensuring projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. This person will focus on the people side of change, including changes to business processes, systems and technology, job roles and organization structures. The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact employees. These improvements will increase benefit realization, value creation, ROI and the achievement of results and outcomes.

Functions

• Apply a structured methodology and lead change management activities across projects and initiatives.
• Support communication efforts including design, development, delivery, and management of communications.
• Conduct impact analyses, assess change readiness, and identify key stakeholders.
• Provide input and support the design and delivery of training programs.
• Identify, analyze, and prepare risk mitigation tactics and manage anticipated resistance.
• Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, and resistance management plan.
• Coach managers, supervisors, and project teams through transitions.
• Integrate change management activities into the project plan.
• Define and measure success metrics and monitor change progress.
• Manage the change portfolio and track and report issues.

Minimum Qualifications

• 3 or more years of experience in IT industry with at least 2 years in Change Management.
• ITIL Foundation certification required.
• Change management certification or designation preferred.
• Solid understanding of change management principles, methodologies, and tools.
• Working knowledge of ServiceNow.
• Excellent communication skills, both written and verbal.
• Problem-solving and root cause identification skills.
• Ability to establish and maintain strong relationships and influence others toward a common goal.
• Flexible and adaptable with ability to work in ambiguous situations.
• Familiarity with project management approaches, tools, and phases of the project lifecycle.

Delivering measurable improvements to effectiveness, productivity, and customer experience depends on the Change Manager, who designs and delivers end-to-end change management strategies and contributes to impact assessments, communication plans, and resistance management plans across large programs. Serving as a recognized expert in change management, this role engages C-suite stakeholders and stream leads to drive adoption, minimize disruption, and ensure effective business readiness.

Accountabilities

• Design and deliver end-to-end change management strategies to increase adoption of changes.
• Contribute to actionable and targeted change management activities including impact assessments, communication plans, learning approaches, training schedules, and resistance management plans.
• Encourage a positive change culture across the enterprise, engaging and collaborating with stakeholders.
• Use defined change management methodologies and tools to identify interdependencies, risks, and resource requirements.
• Provide input into business case creation including impact assessments and stakeholder management plans.
• Identify and act on potential business impacts and risks, developing mitigation plans to minimize disruption and drive employee engagement.
• Engage with and influence stream leads to facilitate transition activities relevant to the scope and scale of business impacts.
• Provide accurate reporting of change activities through the establishment and monitoring of milestones and goals.
• Contribute to continuous improvement initiatives to support measurable improvements to effectiveness, productivity, and customer experience.

Skills and Qualifications

• PROSCI or equivalent change management qualification preferred.
• Proven experience in change management ideally within agile work environments and leading transformational change.
• C-suite stakeholder management experience.
• Excellent written and verbal communication skills.
• Excellent problem-solving and decision-making ability.
• Ability to communicate effectively and build strong relationships at all levels.
• Strong initiative, resourcefulness, and sense of ownership to deliver outcomes.

As the Change Manager, this role monitors the lifecycle of change requests and manages the change request portfolio, developing processes and automation tools to enable continuous improvements across the end-to-end change management cycle. The Finance, Investments, Treasury and Payments team relies on this work to maintain service quality, drive stakeholder communication, and deliver measurable improvements to change management strategy and methodology within a global corporate environment.

Role Responsibilities

• Monitor the lifecycle of change requests and manage the change request portfolio.
• Agree prioritization of Change Requests with owners and requestors.
• Develop processes for standard, normal, or emergency changes.
• Develop methods and tools to automate change control processes to enable continuous improvements.
• Define and measure success metrics and monitor change progress.
• Collaborate with different teams to ensure successful execution of the end-to-end change management cycle.
• Ensure information is communicated to impacted audiences.
• Manage stakeholder relationships and proactively identify improvements to change management strategy and methodology.
• Track and follow up service improvement actions agreed for completion within SLA.
• Review the effectiveness of change implementation and identify opportunities for continuous improvements.

Experience and Qualifications

• 5 or more years of experience in similar Change Management roles.
• ITIL Certification preferred.
• Strong analytical and problem-solving skills with demonstrated ability to gather, analyze, and synthesize information.
• Experience in key processes of the Change Management lifecycle.
• Experience working in global corporates in a reliable, independent, and diligent manner.
• Proficient knowledge of standard Microsoft tools and SharePoint and O365.
• Experience with agile software tools such as Jira and Confluence.
• Extroverted and persistent personality with ability to drive processes within a delivery organization.
• Strong organizational and time management skills.
• Fluent in English, additional languages are a plus.

Change Manager delivers all required change management artifacts and leads a diverse range of working partners through complex change processes, covering pre- and post-transition activities, onboarding and learning materials, and risk and issue tracking. The work directly supports leadership alignment, colleague readiness, and smooth transition into steady state across large-scale project environments.

Day-to-Day Responsibilities

• Lead a diverse range of working partners to assess complex change processes.
• Deliver all required change management artifacts inclusive of ownership and oversight of integrated partnerships and plans.
• Drive leadership alignment of required transition activities.
• Communicate difficult concepts, converting information into compelling business context and advice.
• Own the execution of all pre and post transition change activities.
• Identify, escalate, and track risks and issues to people readiness and the colleague experience.
• Ensure the development of all transition onboarding and learning materials inclusive of validation of colleague mapping for training.
• Assess credit colleague and customer sentiment and deliver on appropriate action plans.
• Facilitate a smooth transition into steady state.

Background and Experience

• Undergraduate degree required.
• Relevant Change Management accreditations required.
• 7 or more years of related experience working in a project environment.
• Advanced knowledge of change management principles, industry standards, methodologies, project management, organizational practices, and business transformation.
• Knowledge of risk management environment, standards, and regulations.
• Skill in using software tools and applications including MS Office, Jira, and Confluence.
• Ability to negotiate and influence, and to communicate clearly and confidently in both oral and written form.
• Ability to exercise good judgment and handle confidential information with discretion.

The Change Manager owns the full lifecycle of IT change via ServiceNow, managing the Change Advisory Board, forward schedule, maintenance windows, and change freezes while assessing risk and impact across all IT changes affecting the organization. Working with internal and external IT contacts at all levels, this role drives KPI improvements, coaches staff, and enables continual service improvement across a large, multi-supplier environment.

Key Responsibilities

• Accountable for assessing the risk and impact to the business for all IT changes.
• Ensure changes are approved in line with the organization's risk profile with sufficient technical detail aligned to business goals.
• Facilitate discussions and provide support to Senior Service Managers, project leads, and IT teams.
• Manage changes via ServiceNow including the Forward Schedule of Change, maintenance windows, change freezes, and full lifecycle processing.
• Manage the Change Advisory Board, collaborating with key internal and external IT contacts at all levels.
• Communicate change details, agenda, minutes, and outages to key stakeholders via multiple communication channels.
• Measure and monitor the success or failure of changes and other key performance indicators.
• Drive improvements to reduce time and cost for process, reduce duplicate changes, and support Agile delivery teams.
• Manage service reviews and Post Implementation reviews with IT partners and report on monthly performance.
• Coach, mentor, and develop staff including overseeing new employee onboarding and providing career development opportunities.

Qualifications and Experience

• ITIL Foundation certification essential, ITIL Intermediate qualifications desirable.
• Previous Change Management experience in a large, multi-supplier organization is essential.
• Exposure to cloud technologies such as AWS and Azure.
• Exposure to Agile delivery methods desirable.
• Advanced Excel and pivot table skills.
• Demonstrates customer-first thinking and behaviors.

Reporting to the Change Director, the Change Manager develops and manages the end-to-end change plan across the Customer Experience Transformation Portfolio, ensuring business benefits are realized within agreed scope, time, and budget. Partnering with Lines of Business and project stakeholders, this role keeps change-related risk within desired levels and ensures all parties are ready, willing, and able to adopt and embed change.

Core Responsibilities

• Assess the prevailing environment and scope and define change to ensure outcomes and benefits are clearly articulated and aligned to the overall initiative.
• Develop and manage the change plan to deliver agreed capabilities and realize business benefits within scope, time, and budget.
• Deliver change in line with the operating model.
• Develop and manage stakeholder expectations and engagement including definition of roles and responsibilities.
• Ensure Lines of Business are ready, willing, and able to adopt and embed the change.
• Identify, monitor, and report on issues and problems associated with the change, challenging and influencing project team members and stakeholders.
• Ensure change-related risk including people, operations, and organizational risk is within desired levels and managed according to agreed risk frameworks.
• Provide regular status reporting as it relates to change initiative progress and risks.

Professional Experience

• Experience managing change in agile project environments.
• Ability to facilitate and foster stakeholder relationships.
• Ability to exercise governance and best practice.
• Strong problem-solving skills and decisive thinking.
• Ability to engage and influence key stakeholders.
• Self-starter, able to work independently with strong mentoring capability for the wider team.

Embedded within a high-growth FinTech organization, the Change Manager produces adoption assessments, stakeholder analyses, and change impact evaluations while managing initiatives from initial assessment through recommendation and implementation. Working closely with communication teams, subject matter experts, and workstream leads, this role develops enablement materials and key messaging that drive improved adoption across complex organizational change programs.

Strategic Responsibilities

• Manage initiatives focused on new projects and process optimization from initial assessment through recommendation and implementation.
• Conduct execution, analysis, and reporting of adoption assessments to develop the change plan and drive improved adoption.
• Perform stakeholder analysis and change impact assessments for key stakeholder groups.
• Develop key messaging across stakeholder groups and recommend engagement activities to support leadership in communicating changes.
• Partner with communication teams to develop and disseminate content into appropriate channels in alignment with branding and communications protocols.
• Develop enablement materials for change networks to articulate the vision narrative and support cascading of key messages.
• Liaise with other workstreams to provide updates on the Change Management and Communications workstream and collect information for the change management plan.

Skills and Qualifications

• Bachelor's degree in business, change management, organizational effectiveness, or communications preferred.
• Demonstrated experience in change management and communications related to strategic transformations.
• Superior project management skills with demonstrated experience managing cross-functional or cross-departmental teams on complex projects.
• Extremely high attention to detail with exceptional writing and editing skills.
• Strong executive presence with the ability to work with and influence senior leaders.
• Superior presentation skills with ability to present ideas and information in a concise and organized way.
• Proficient in Microsoft Office Suite with special emphasis on Excel, Word, and PowerPoint.

Reporting to senior consulting leadership, the Change Manager refines client delivery across complex People and Change engagements, owning client relationships and developing the firm's long-term sales strategy to position its expertise with current and target accounts. Partnering with client executive teams and industry organizations, this role advances new business opportunities while contributing to internal capability building across the consulting practice.

Ownership Areas

• Use People and Change expertise to lead delivery across complex engagements, maximize delivery impact, and influence client decision making.
• Own all aspects of delivery and client relationship building with a focus on delivery excellence and creating lasting change.
• Dive deep into client challenges and develop creative solutions to their toughest problems.
• Develop trusted relationships with client executive teams and industry organizations to generate new business opportunities.
• Contribute to the future of the firm by leading internal initiatives to build capability and expertise in People and Change.
• Develop the firm's long-term sales strategy to position and market its expertise with current and target accounts.

Position Requirements

• 8 or more years of management consulting, advisory, or Big 4 consulting experience preferred.
• 8 or more years of Change Management, Project Management, and Process experience required.
• Proven subject matter expertise in People and Change.
• Agile experience and IT knowledge preferred.
• Demonstrated success in creating, growing, and selling solutions for existing and new client accounts.
• Experience running engagements, managing teams, and driving desired business outcomes throughout delivery.
• Business Development experience required.

Change Manager oversees the design, implementation, and ongoing maintenance of the Change Management Framework, developing detailed change plans, communication strategies, and readiness assessments in collaboration with the PM and key stakeholders across a global payroll transformation program. The work directly supports cross-functional teams in measuring change impact, addressing roadblocks, and integrating initiatives into a unified change agenda that delivers business solutions for users.

Scope of Work

• Develop and implement the Change Management Framework including methodologies, tools, and templates to deliver and measure change.
• Lead maintenance, reviews, and updates to the framework and toolkit based on lessons learned and evolving project needs.
• Develop and manage a detailed change management plan in collaboration with the PM and key stakeholders.
• Develop and implement a communication plan to ensure timely and appropriate information is provided to stakeholders.
• Facilitate change impact analysis to identify what is changing for each stakeholder group and assist in resource planning, training, and process redesign.
• Perform readiness assessments to measure awareness, desire, knowledge, ability, and reinforcement of key stakeholders.
• Work with various teams to measure the impact of change and facilitate support to address roadblocks.
• Integrate various change initiatives to create an overarching change agenda by streamlining and synergizing efforts across initiatives.
• Support activities such as team-wide communications, annual performance review preparations, organizational model changes, and team all-hands events.

Knowledge Skills and Abilities

• 8 or more years as a Change and Project Manager working with different business and functional teams.
• Certified PMP or PRINCE2 required.
• Change Management industry certification required.
• Experience in payroll implementation and high-level knowledge of payroll and system configuration.
• Strong background in testing strategies.
• Sound knowledge of Shared Services and Program Management Office.
• Data analysis and modeling skills using multiple systems and sources.
• Experience in Workday preferred.
• Experience with automation tools such as Macros.
• Excellent organizational, facilitation, analytical, and collaboration skills.
• Solid experience conducting metrics review meetings with senior stakeholders and customers.

The Change Manager manages end-to-end change initiatives in a commercial banking environment, compiling communication plans, executing change management strategies, and creating user feedback mechanisms from initial assessment through implementation. Working with stakeholders across user groups and management, this role enables digital workflow automation and document digitization while serving bilingual English and Spanish-speaking audiences.

Job Functions

• Manage initiatives focused on new projects and process optimization including end-to-end execution from initial assessment through implementation.
• Attend meetings with stakeholders to define the change across user groups.
• Compile a communication plan and strategy and prepare communications for management review.
• Outline and execute change management strategies to end users and stakeholders.
• Create and monitor user feedback from surveys.
• Set up conference calls for demos or management updates.
• Work with recording tools for videos.

Requirements

• Undergraduate degree required.
• Certification in change management or communications preferred.
• Previous Project Management experience preferred.
• 5 or more years of experience in a change management role or as a communications specialist.
• 3 to 5 years of experience working with Confluence, Teams, and Figma.
• 3 to 5 years of previous banking experience and knowledge of commercial banking.
• Strong communication and relationship-building skills with ability to navigate difficult situations.
• Bilingual in English and Spanish, written and oral.