ERP Change Manager
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Key skills for this role
About the Role
The Group is implementing Microsoft Dynamics 365 ERP across the UAE and African operations. This role leads the people-side of the transformation to ensure adoption of new ways of working across Finance, Sales, Parts, Service and HR.
Key Skills for This Role
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Overview
- The Group is implementing Microsoft Dynamics 365 ERP across the UAE and African operations.
- This role leads the people-side of the transformation to ensure adoption of new ways of working across Finance, Sales, Parts, Service and HR.
- You will work with business leaders, country teams and the delivery partner to plan and deliver stakeholder engagement, impact assessment, training plans, and reinforcement through go-live and hypercare.
Role Purpose
- Lead the people-side of change for the Group Microsoft Dynamics 365 ERP implementation across the UAE and African operations, ensuring consistent adoption of standardised processes across Finance, Sales, Parts, Service and HR, and enabling the programme benefits.
Scope
- Multi-country rollout across UAE and African markets.
- End-to-end ownership of change activities: stakeholder and sponsor management, change impacts and readiness, training and communications, resistance management and reinforcement through hypercare.
- Close partnership with Process Owners (Finance, Sales, Parts, Service, HR), Country Leads, IT and the implementation partner.
Key responsibilities
- Stakeholder engagement and sponsorship
- Develop and maintain a stakeholder map across UAE and African markets, identifying sponsors, champions and impacted groups.
- Create sponsor roadmaps and coaching plans; equip leaders with briefing packs and key messages aligned to programme milestones.
- Establish and run a change champion / super user network across Finance, Sales, Parts, Service and HR.
- Change impact analysis and readiness
- Lead impact assessments by function, process, role, country and site; document impacts, risks, dependencies and mitigations.
- Maintain a change impact and mitigation log and ensure actions are integrated into the programme plan.
- Define readiness criteria for each rollout wave; run readiness assessments for UAT, cutover, go-live and hypercare exit.
- Business process change enablement (Finance, Sales, Parts, Service, HR)
- Support process owners to embed standardised end-to-end processes and clarify new handoffs and controls across functions.
- Facilitate workshops to confirm to-be processes, role changes and decision rights; support resolution of adoption barriers.
- Identify resistance points early and implement targeted mitigation and reinforcement actions with local leaders.
- Training strategy and execution
- Define role-based learning paths and training approach (train-the-trainer, super user enablement, blended learning).
- Coordinate development of training materials (job aids, quick reference guides, process walkthroughs) aligned to configured Dynamics 365 processes.
- Plan training delivery across time zones and sites; track completion and proficiency and report on readiness.
- Communications and engagement
- Develop and deliver an integrated communications plan aligned to programme phases and key dates.
- Create end-user communications focused on what is changing, when, what you need to do, and where to get help.
- Run engagement activities such as demos, roadshows, town halls and site-based sessions for operational teams.
- Reinforcement and adoption
- Plan post go-live reinforcement: floor-walking, hypercare comms, refresher training, leader check-ins and recognition.
- Partner with support teams to ensure help channels and knowledge assets are in place and understood by end users.
- Track adoption indicators, user feedback and pain points; drive corrective actions with process owners and market leads.
- Governance, planning and reporting
- Own the Change Management plan and integrated schedule; manage dependencies with PMO, SI partner and business leads.
- Provide regular reporting on change progress, readiness, risks and issues; escalate where required with clear options and recommendations.
- Maintain change artefacts and evidence required for governance and audit purposes.
Requirements
- Demonstrated change management delivery on a complex ERP implementation (Dynamics 365 preferred).
- Strong experience in stakeholder engagement, impact analysis, communications and training coordination.
- Ability to influence senior stakeholders and frontline teams in a distributed, multi-country environment.
- Strong workshop facilitation and business writing skills.
- Change management certification (Prosci, APMG, ACMP or equivalent).
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