Job description Posted 02 September 2019

Job purpose:

The purpose of this role is to perform change planning, needs assessment, and implement change interventions. This person will consult into the technical delivery resource to understand user change needs, create change impact assessments, readiness assessments, change plans, stakeholder mapping, training needs assessments etc. From these they will own the implementation of a variety of change projects and interventions, such as process alignment, competency and skills assessments, training design and delivery, activating Superusers / Change Champions, stakeholder communications, etc.

Key accountabilities:

• Change Planning: Business Change Managers will be charged with creating and maintaining a realistic Change Plan, aligned to the development priorities and timescales of their stream globally, and ensuring that dependencies on this plan are managed and communicated centrally and across geographies and other streams in the Programme.

• Understanding Change Needs, Impact, and Readiness: Business Change Managers will be accountable for understanding change needs, impact and readiness in their streams and with their identified stakeholder groups, and for designing actions, interventions and projects to address identified gaps, issues and risks.

• Change Communications: Identified communications needs, key messages, and working with Comms colleagues to execute stakeholder communications will be a key task of Business Change Managers, as one of the key tools to deliver effective change.

• Case for Change: Business Change Managers will be in charge of creating, communicating and advocating the case for change in various change projects they work on.

• Governance: Business Change Managers in the JV Programme will be expected to lead on governing and reporting change for their projects – working effectively with the Business Change Lead, and reporting on time, accurately and above customer expectations in terms of quality.

• Measurement and KPIs: Business Change Managers will be accountable for creating, measuring and owning the improvement of programme strategic KPIs within their stream – working collaboratively with the technical delivery team and stakeholders to ensure KPIs are SMART, and to appropriate delegate their ownership and management to change owners and champions in the business.

• Change Projects and Interventions: Business Change Managers will need to design, project manage and own a variety of change interventions and projects in their stream, including but not limited to Training, process redesign, support & hypercare, change events and forums, etc.

• Assessing the efficacy of change: Business Change Managers will investigate and report on the effectiveness of their change initiatives, and the change implemented by their workstream, by interfacing with stakeholders and using other mechanisms such as surveys, etc. They will be open in reporting this, and happy to share both successes and lessons learned across the Change Network.

• Risk & Issue Management: Business Change Managers will ensure that RAID is kept in a high quality and consistent format for their Change Projects, and will integrate Risk and Issue management, reporting and escalation into their streams ceremonies and activities.

• Stakeholder Mapping & Management: Business Change Managers will perform stakeholder mapping and management for their projects, ensuring that Executive Business Owners, Change Owners, Change Champions, and Change Stakeholders are appropriately identified, communicated with, managed and utilised.

• Project Definition & Discipline: Business Change Managers will ensure that all Change interventions and projects on their stream are well formed, utilising central change templates and processes to facilitate this. For example, using Project Charters, RACI, RAID and Kick-Off Meetings to ensure projects are well defined and change controlled.

• User-Centred Process and Culture: Our joint venture is as much about improving our shared culture as rolling out technology. Business Change Managers will be called upon to champion an open, customer-centred and agile culture in our technology teams, working with Personas and other CX tools to champion the user.

• Development and networking of change champions: Business Change Managers will own the development of a change network of change owners and superusers for their stream, utilising existing networks where possible, and coordinating this activity with other stream Change Managers. They will ensure this network is then appropriately involved in change projects and delivery streams.

• Ambassadorship for the JV Tech Programme: As members of the Cosmos Tech JV programme team, Business Change Managers are expected to be ambassadors for the programme as a whole. This means working collaboratively across the team and continuously improving our ways of working. Business Change Managers may be asked to support other projects to help manage demand peaks and everyone on the team will be involved with supporting staff engagement.

Skills & Experience:

Essential

• An in-depth understanding of all aspects of Change Management in both a business and IT sense, with demonstrable experience of leadership in change across people, process, culture and technology.

• Experience of developing staff competencies and training Programmes, especially with regards to digital, technology and customer-centred skills and change.

• Experience in creating and rolling out new process and ways of working associated with technology, and the sensitivities and people issues related with this, and the methods of devising and winner support for these models, especially in terms of managing stakeholders.

• Experience working with large programmes and PMOs, including experience using PMO handbooks and templates such as RAID, RACI, Charters, PIDs, Business Cases, Benefits Logs, etc.

• Experience creating and making the case for change, driving engagement and agreement of stakeholders through rational convincing and passionate leadership and advocacy of IT-related benefits.

• A change-focussed, IT literate individual, with an excellent understanding and experience of how IT can improve and impact a business.

• Experience of managing all levels of stakeholders, including techniques of stakeholder mapping, and of producing pithy, to-the-point communications to get our message across and win hearts and minds.

• A natural leader and communicator, with wide experience of managing diverse stakeholders and bringing people together around products and changes.

• Thorough planner and self-manager, with experience of working within both agile and waterfall business projects, and of producing excellent change plans in a collaborative environment.

• Experience of forming programme and change plans including of mapping stakeholders, plans, interdependencies and risks and issues across people, process, technology and culture change projects.

• Experience of programme reporting, especially with regards to best practice in reporting finance, people, progress, planning and RAID.

• Experience managing process and policy changes in a business, especially around deployment of major, foundational IT systems.

• Strong communication and stakeholder management skills (listening, influencing and persuasiveness), capable of dealing effectively with all levels of staff.

• The ability to work well under pressure and deliver to deadlines within all areas of the business.

• A natural, thorough and gifted report writer, bringing clarity, persuasiveness, accuracy, and “90% right first time” to their ways of working

Desirable

• Understanding of similar organisations (multi-national, pharmaceutical, health and other regulated sectors.)

• Change management in a large, multi-faceted Programme environment, especially a mixed Agile and Waterfall Programme

• In-depth knowledge of the processes, policies, and procedures that would typically be formed in a best-practice customer experience organisation, and experience of championing agile practices and changes.

• Change Management qualification, certification, or professional affiliation.

• Excellent and proven change planning and portfolio planning experience, including the identification of interdependencies.

• Use of project planning tools including RAID logs, RACI, backlogs, charters, VPPs, business cases etc.

• Planning and organising own work as well as the work of a virtual team

• Comfortable in direct line management of business resources, and in setting appropriate stretch targets, KPIs and development objectives for staff that relate to project goals.

• Managing effectively several projects/workstreams and stakeholders with competing deadlines, priorities and interests

• Highly collaborative, integrating and aligning plans with a broad range of internal and external functions

• Comfortable working and planning in Programme environments, and familiar with typical programme processes such as Stage Gating, Monthly Reporting, RAID meetings, etc.

• Being flexible as projects and priorities change – and initiating flexibility based on customer need and outcomes

• Job requires the ability to forward plan as well as the ability to deal with several stakeholders with competing deadlines and priorities

• Understanding of how to work with different parts of the business and how to manage their priorities and competing interests

• Collaborative role, needs to integrate and align plans and strategy with broad range of internal and external functions

Experience

• Ideally 5-7 years’ experience in change management roles, especially in a complex change management initiatives or large-scale IT implementations

• Experience collaborating and interacting with leaders at multiple levels in varying businesses and geographies

• Sufficient level of seniority to make day-to-day change decisions and provide authoritative change guidance

• Strong informal networks of peers with ability to communicate and influence

• Ideally, knowledge of the pharmaceutical organisational structure, culture and ways of working


Please note - although based in Brentford - this role does involve international travel

Additional information about the process

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!

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