Service Adoption Enablement Lead

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Service Adoption Enablement Lead – Associate Director

Purpose of the Role

Lead the Demand and Governance for the Service Adoption workstreams: Change, Content and Engagement & Deployment teams, ensuring SA services, standards, processes are agile, understood, adopted and successfully embedded across SA and Infrastructure and Operations, InfoSec, BRM and BMC.  The role acts as the bridge between product team demand and SA services for end user change management. The role is expected to maximize value from SA tools, processes, PBI Reporting and monitoring of KPIs. This role reports to the Service Adoption Lead and is part of the SA Core Leadership Team.

Key Responsibilities

• Establish and continuously improve governance, standards, processes and adoption metrics. Implementing automation and AI wherever possible to driven agility.
• Leading the Demand intake and Discovery with key stakeholders: I&O Product Managers, InfoSec and others as required.
• Partner with Change, Content, Engagement and Deployments Leads Product to ensure successful delivery of technology change processes end to end with in SA and key external touchpoints.
• Build reporting and insights that demonstrate SA process KPIs and business value.
• Onboard and coach SA virtual team members in SA enablement tools and processes.
• Management and motivation of a small team.
• Define, maintain and execute the SA enablement strategy.

Typical Requirements

Experience

• 8-15+ years in:
  • Change Management
  • Process Improvement
  • Digital Workplace Enablement
  • Technology Transformation
  • AI
  • Team Management

Leadership

• Experience leading global initiatives.
• Strong stakeholder management at Director, Executive and Product leadership level.
• Ability to influence without direct authority.
• Management and motivation of team members
• Ability to ask the right questions (both technical and end user lens) in relation to intake Discovery.

Technical / Business Knowledge

Good understanding of:

• EY Microsoft 365 ecosystem
• Digital Workplace technologies
• Infrastructure & Operations services
• Systems Management Thinking
• Product lifecycle and deployment processes
• Data-driven decision making and reporting
• Process Improvement

Key Skills:

Skill   -   Importance

• Change Management     -        Critical
• Stakeholder Management   -  Critical
• Executive Communication  -  Critical
• Service Adoption   -     Critical
• PBI Data & Analytics   -   High
• Program Leadership   -  High
• Process Improvement   -   High
• AI & Digital Enablement    -     Increasingly Important

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