Senior Change/Adoption Manager-Cloud (Hybrid-Makati)
Salary undisclosed
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Responsibilities
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- Customer Centricity Customer Satisfaction - Drive positive Customer Satisfaction & become a trusted advisor
- Develops and expands existing impactful relationships with customer and partner architects, C-level Technical Decision Makers (TDMs), and business stakeholders Provides direction to TDMs and builds the bridge between TDMs and Business Decision Makers (BDMs)
- Business Impact Working with the customer to define communication strategies that address the concerns and motivations of the employee population
- Determining adoption metrics that can be used to measure success of the ACM project and adjust plans as needed
- Deriving based on the ACM scope the related training plans to help end-users develop the knowledge and ability required to be successful
- Creating feedback mechanisms that will help sustain long term end user adoption
- Mentoring and coaching client change teams
- Deliver CCX Services engagements including workshops, assessments, support programs and other Premier services
- Deliver high quality engagements in both large-scale project environments and smaller, single staffed engagement models
- Engage in IT and business executive discussions related Change Management or Modern Service Management principles and practices, Digital Transformation, and overall IT Operations
- Transfer knowledge and share best practices with team members to help enhance the quality of engagement delivery and the customer experience to enable digital transformation
- Establish effective working relationships with cross-area project teams and work through appropriate escalation channels when necessary
- Work as “One Microsoft” to establish strong relationships with account-aligned organizations, Microsoft Services, offerings teams, and other internal resources as appropriate
- Consumption (Cloud & Customer Success contracts) growth - Develop opportunities to drive Customer Success business results & help Customers get value from their Microsoft investments
- Learn It All - Align individual skilling to team/area demands & Customer Success goals
- Technical Leadership
- At least 3 years of experience working with Enterprise customers in any of the following: management consulting, technology implementation, digital marketing, change management, providing customer technical readiness, delivery support services, on premise and remote technical support, solution development, technical requirements gathering; broad evangelism through events (presentation skills) or related
- At least 3 or more years of experience in Adoption Change Management consulting and/or service delivery or related with large scale, global technology implementations
- A solid understanding of how people go through a change and the change process; experience with Prosci’s ADKAR Model is a plus
- At least 3 years of experience with at least two of the following: IT Service Management (ITSM), TSM process and platform implementations, Service management workflows, ITSM processes, DevOps, Risk management/mitigation, IT Governance, PROSCI, or related
- Preferred ability to articulate and work with modern technologies such as Microsoft AI/Copilot, M365, Azure, Dynamics, Windows Operating Systems (Windows Server 2012R2 or newer), Microsoft (Azure) Active-Directory, Artificial Intelligence and Machine Learning, Cyber Security, Open-Source Software (OSS), IOT
- Preferred experience with Power Platform, specifically Power Apps development, management and adoption
- Demonstrable ability to quickly learn and apply technology competencies
- To be successful in this role the candidate would need to be passionate about making a difference
- Comfortable to work autonomously and as part of an extended team
- Operate with integrity, courage, and professionalism as they aspire to a trusted advisor status with customers and partners
- Communication is a key attribute of this role and the candidate will need effective and demonstrable written, verbal, and presentations skills; with the ability to communicate at all levels of an organization from line management through to the CIO. IT service management concepts can be abstract, and the candidate should be sufficiently confident and articulate to describe, as well as adopt and drive a Modern Service Management mindset
- A BS/BA or MS/MA/MBA in Computer Science, Management Information Systems, Business, or related field or equivalent work experience
- Business Value: The ability to convey the business need and value of proposed solutions, plans, and risks to stakeholders and decision makers. This includes the ability to persuade and inform based on facts and alignment with goals and strategy. Trusted Advisorship: The ability to build trusted advisor status and deep relationships across stakeholders (e.g., technical decision makers, business decision makers) through an understanding of customer needs and technologies
- Situational fluency: Using self-awareness as a mechanism to interpret verbal and non-verbal cues to increase your ability to "read the room."
- Insightful listening: Ask insightful questions to understand customer needs, issues, business environment and drivers, and go beyond what is said to identify new opportunities aligned to customer business value
- Preferred Certifications PROSCI Certified Change Practitioner
- Associate or expert Azure certification (e.g., Azure Administrator Associate, Azure Security Engineer Associate)
- Okay in accepting 18-month contract
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