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Senior Adoption & Change Consultant

GB

 

 

 

ABOUT US 

 

Insight is a Fortune 500-ranked global provider of hardware, software, cloud, and service solutions, providing clients the guidance and expertise needed to define, architect, implement and manage technology today while transforming for tomorrow. 

 

 

ROLE 

 

The EMEA Services Delivery function is responsible for delivering professional and managed services to our clients across a full range of technology and software offerings, delivering a scaled, consistent client experience and methodology through four centres of excellence (COE). The Service Design & Delivery team take the lead on designing client solutions in partnership with our clients before planning and executing the end-to-end engagement. The Engineering team provide innovative migration and implementation activities both automated and scripted, to achieve maximum efficiency, consistency, and performance. The Customer Operations team provide high-quality customer support across the region from multiple delivery centres. The Licence Consulting team provide expertise in optimisation and compliance services to clients on-premise or in the cloud, maintaining cost efficiency and savings. Complementing our COE’s are the Service Delivery Management team. Located in every country, they manage the client experience to ensure a truly client-centric approach across EMEA. 

 

The Senior Adoption & Change Consultant resides within the Service Design & Delivery area of EMEA Services and, specifically, within the Consulting team. The Senior Adoption Change Consultant ensures the successful and smooth adoption of Insight’s Connected Workforce solutions and services into the client’s environment. The consultant works closely with the client to help them adapt to new ways of working, ensuring people, systems, processes and ways of working are established to enable optimal outputs and they experience the maximum benefits from their investment of Insight’s solutions and services. The consultant provides a methodology of change management, communication and training expertise to land changes successfully throughout the clients’ organisation. 

  

In addition, the Senior Adoption & Change Consultant plays a critical role in ensuring the successful and smooth adoption of Insight Connected Workforce solutions and services into its clients. They work closely with Insight’s and client’s teams to drive the required changes and landing in order to ensure best uptake and embedding of Insight services. They also teach, train, coach and mentor other teammates. 

 

 

KEY DUTIES & RESPONSIBILITIES

 

  • Teach, train, coach and mentor teammates; promoting teammate satisfaction and enabling career progression. 

  • Support teammates with issues and help them to identify creative solutions to sometimes complex challenges. 

  • Manage larger and/ or more complex projects and delivery with a high degree of efficiency, autonomy and performance. 

  • Attend and/ or present at external events and demonstrates expertise through thought leadership pieces, to represent Insight in the marketplace as a solution and services provider of choice. 

  • Own the adoption of IT projects to clients, accountable for ensuring utilisation targets are met, and the delivery of anticipated client outcome. 

  • Partner with a defined external client adoption project team to develop a client specific adoption roll-out project/change strategy and plan. 

  • Provide guidance, methodology and best practice to the client adoption project team to ensure and maximise success. 

  • Engage with Insight’s consultants to ensure offerings are configured to best meet client specific needs. 

  • Monitor progress of the roll-out plan, function as a project manager, providing regular status updates to relevant client decision makers and stakeholders. 

  • Prepare and share reports and updates to monitor progress, flagging any issues or blockers that may impact timescales or success. 

  • Work with the client adoption project team to ensure that defined/ agreed KPI targets are achieved or exceeded. 

  • Agree and review adoption metrics to measure success, use data and metrics to adjust and share feedback as needed. 

  • Apply a structured methodology to assigned change management activities. 

  • Administer and conduct change management assessments and surveys. 

  • Identify all client teams who will be impacted by the change, supporting the client in preparing training and communication plans that will help end users develop the knowledge and capability required to ensure successful change. 

  • Ensure a future view approach to change management to support a sustained, long-term adoption of solutions. 

  • Influence and educate client stakeholders on smarter working and smart collaboration. 

  • To proactively suggest continuous improvements to internal and client processes that will drive efficiency, speed and quality of delivery within the Services practice. 

 

In addition, this role may be responsible for managing a team of no more than 5 consultants. The additional duties would include: 

 

  • Manage and motivate the team, to promote teammate satisfaction through mentoring, development and career planning; creating a high performing team with a strong succession bench, enabling career progression. 

  • Responsible for the day- to- day operation of the Consulting Services business, managing profitable growth and ensuring a high utilisation of the team. 

  • Ensure the team hold the right competencies and knowledge to achieve and maintain vendor certifications, whilst balancing utilisation requirements. 

 

This list is not exhaustive, you will be required to undertake additional responsibilities as reasonably requested by your manager. 

 

 

KEY RESULT INDICATORS & MEASURES OF SUCCESS 

 

  • Customer Satisfaction and loyalty - Achieve client satisfaction at or beyond target rate through client survey 

  • Project Satisfaction - 95% Project Satisfaction, measured by the Services EMEA Project Information System 

  • Department Profitability - Services delivering 100% against annual financial plan 

  • Team Efficiency - Teammates working cooperatively and efficiently, through knowledge sharing, coaching and guidance 

  • Team Management - Teammates are achieving all agreed SLAs. Completion of all quarterly Connections meetings with all direct reports, in line with agreed timescales 

  • Teammate Satisfaction - Achieve teammate satisfaction at or beyond target rate through NPS survey 

 

 

ESSENTIAL QUALIFICATIONS, SKILLS, KNOWLEDGE & EXPERIENCE 

 

  • Educated to degree level or can demonstrate equivalent work experience 

  • Previous experienced gained in a change management/technology adoption position 

  • High level of written and spoken English 

  • Fully conversant with Microsoft Office suite (Outlook, Excel, and Word) 

  • Ability to provide effective leadership, build positive team spirit and inspire, motivate and support teammates 

  • Excellent communication and influencing skills including negotiating and contracting 

  • Possess the ability to marshal and manage resources (people, funding, materials, and support) to achieve a project or task 

  • Able to manage own time efficiently and to manage multiple activities in parallel to accomplish the goals 

  • High level of problem solving and analytical skills, experience of championing change management programmes and continuous improvement initiatives  

  • Working knowledge of market and industry, which can be used to drive engagement 

  • Significant experience of collaborative working both internally and externally, and of quickly establishing trust and credibility 

 

LOCATION 

  

The position is based in UK, main offices are located in Manchester, London and Sheffield. Possibility for hybrid working, remote with occasional visits to the office and client sites.

 

 

ADDITIONAL INFORMATION 

 

This is a fulltime position, and we are currently reviewing applications, the interviews will be on-going. If you feel that your experience, skills and ambitions are a match, send us your CV or click on 'Apply' now. 

 

If you have any questions about the recruitment process or want to know more about the role, please contact feruz.burhan@insight.com

 

 

APPLICATION DETAILS 

 

Insight is an equal opportunity employer and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply. 

 

We will endeavour to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this timeframe, please presume that on this occasion, your application was not successful. 

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