Executive Head of Adoption Services, Technology Solutions

• Defines and drives the implementation of SDI service adoption strategy aligned with company goals
• Designs service adoption strategies ensuring clear outcomes throughout - Enabling Practices
• Account Segmentation
• Account Relationship Mapping (understanding the influencers and decision makers within the account)
• Effective Customer Onboarding
• Monitoring Practices
• Insight Analytics
• Intervention Playbooks
• Develops adoption strategies and detailed plans for adoption initiatives for customer engagements
• Coaches customers and drives internal teams on adoption management principles and their practical application
• Coaches customers and project team on adoption management principles and their practical application in a project context
• Evaluates the effectiveness of adoption management strategies and tactics used to promote adoption using quantitative (user metrics, surveys, etc.) and qualitative (observations, communications, etc.) techniques and revise plans, if needed, based on results
• Conducts ongoing risk/impact assessments and provides support throughout the project to determine potential challenges/barriers/resistance and identify corresponding risk mitigation strategies
• Coordinates adoption management implementation activities, ensuring execution aligns with overall plans, commitments to customers, and schedule/cost targets
• Ensures alignment between adoption management and technical implementation plans for the initiative
• Works closely with customer project owners to ensure expected benefits are realized
• Develops and executes (or supervise others executing) stakeholder, resistance management, communication, and training plans
• Develops and delivers communications assets related to the adoption management plan, e.g., email communications templates, web content, ensure all Service Adoption Team members are trained in product/service offering
• Develops and delivers training assets related to the adoption management plan, for example, training slide decks, webinars, job aids, video shorts, FAQs, etc. in a project context

• Substantial ability to develops and implement strategic plans and objectives in alignment with company strategy
• Excellent communication skills and the ability to build relationships with senior leadership (internal and external to the organization)
• Highly organized with excellent problem-solving abilities
• Substantial business mindset with exceptional product expertise
• Substantial ability to absorb and understand how the services offer works technically and how it can be translated offer to value realization
• Ability to effectively work with customers to help them adopt and realize value portfolio offering
• Ability to understand critical processes that are common across many customers
• Substantial understanding of the language and technical challenges of a specific industry or market segment
• Substantial skills and knowledge relating to client business outcomes from technology solutions
• Bachelor’s degree or equivalent in Information Technology, Business Management or Engineering or related field
• Relevant certification such as Cisco EA Black Belt
• Relevant ITIL certification preferred
• Substantial experience gained within a large scale (preferably multinational) technology services environment
• Substantial experience in IT Infrastructure services operations experience with a large IT enterprise environment
• Substantial vendor management experience
• Substantial experience in developing and implementing improvement plans and services
• Substantial experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction
• Substantial people management experience in leading and managing technical operations teams across the data center, Networking, Security, Workplace and Communications domains

Relevant ITIL certification preferred