MISSION

Drive procurement transformation, create value, through smart digital ecosystems.

Fostering proactive change management, efficiency & productivity, through training, communication, and support. Delivering superior user experience & Adoption through continuous improvement.

Data Management\:

·  Monitor data consistency within tools and communicate any potential issues with Master data teams, Project Teams & end users.

Needs Assessment & Gap Analysis\:

·  Understand user pain points (collaborate with teams on Digital Sounding Board), gather inputs from support teams and conduct impact and gap analysis.

Stakeholder management\:

·  Identify stakeholders, assess their needs, and conduct regular meetings to manage relationships.

·  DTL’s to be involved on Steerco / Governance meetings alongside BPO & Program Teams.

Continuous Communication

·  Develop communication material and promote training campaigns through appropriate channels.

Community, network, key users, champions

·  Support the management and co-ordination of user communities and key stakeholders.

·  Support Users with help requests as per application Support model.

Training & Documentation\:

·  Assess training needs, deliver training, measuring user satisfaction.

·  Link with GSC training Centre to deliver training materials and documentation, making tutorials mandatory through MLL. (curriculum).

·  Run and deliver the planned training sessions (classroom, virtual, video, etc) in accordance with deployment training plan.

·  Build and track user satisfaction regarding the trainings and documentation delivered.

·  Define gaps in training material, improve / update with the collaboration of the GSC Training Centre.

·  Promote video creation, working closely with the GSC Training Centre.

·  Train the trainers (Single Point of Contacts, Champions, Stakeholders, etc).

·  Train the Support functions to a good level to be able to support and manage support.

Measurement\:

·  Define metrics for measuring user adoption and satisfaction, propose improvements (if adoption is not at the required level) and escalate barriers as needed.

·  Monitoring of user pain points, escalating these with Digital Sounding Board.

Lessons learned\:

·  Collect and share lessons learned and best practices for future projects.

Planning and coordination\:

·  Plan decommissioning of legacy tools and ensure smooth transition from project to live mode.