Client Operations and Improvement Lead

About us

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.

The Global Business Transformation team is responsible for driving continuous improvements to internal processes, procedures, and systems to reduce operating costs and improve the end-user and client experience. The team endeavours to increase revenue prospects by identifying and implementing the necessary changes required to enable the business to perform at optimum capacity.

The Change Management team drives change management projects throughout the EMEA business in order to deliver changes and improvements internally, ensure the adoption of change, and aid Insight in meeting its business strategy and defined objectives.

The Internal Business Change Manager drives change management projects throughout EMEA. The Internal Business Change Manager works closely with the project sponsor, project team, and relevant (impacted) managers and teammates in order to assist them with adapting and adopting new ways of working. The Internal Business Change Manager ensures people, systems, processes, and more efficient ways of working are established to enable optimal outputs, and ensures customers experience the maximum benefits from the business change.

In addition, the Internal Business Change Manager mentors and trains teammates in change management and is actively encouraged to recommend business improvement and change programmes which can lead to measurable increases in gross profit and/or operating efficiencies.

Key duties & responsibilities:

• Manage larger and or more complex internal change management projects and project delivery, ensure a high degree of efficiency, autonomy, and performance.
• Own the change management and adoption of medium to high risk or large/complex internal business projects, be accountable for ensuring utilisation targets are met, and the delivery of anticipated outcomes.
• Provide coaching, guidance, methodology and best practice knowledge to the internal project team to ensure and maximise success in case of medium project impact.
• Provide guidance, methodology and best practice knowledge to the internal project team to ensure and maximise success in case of medium/low project impact.
• Educate, coach and influence stakeholders around the importance of change management and adoption.
• Partner with the defined internal project teams to develop a specific change management and adoption roll-out project/change strategy and plan.
• Identify all teams impacted by change, support the internal business in preparing training, communication, and reinforcement plans to help teammates develop the awareness, desire, knowledge, and ability required to ensure successful change.
• Engage with the (defined) ‘super user’ community and mentor and train those teammates in change management.
• Monitor the progress of the roll-out plan, function as change management project manager, and provide regular status updates to relevant internal decision-makers and stakeholders.
• Prepare and share reports and updates in order to monitor progress, and also flag any issues or blockers that may impact given timescales or project success.
• Work closely with the internal project team to ensure that defined/agreed KPI targets are achieved or exceeded.
• Agree and review change management and 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.
• Ensure a future view approach to change management in order to support a sustained and long-term adoption of internal business solutions.
• Support teammates with any issues that may arise and help them to identify creative solutions to sometimes complex challenges.
• Proactively suggest continuous improvements to internal processes that will drive efficiency, speed, and quality of delivery within the internal business.

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