Icf Change Engagement Manager – Finance

Hybrid working - 1-2 days in the office maybe required to do more.

The Intelligent Client Function (ICF) has been set up to manage the supplier of the Business Shared Services contract, with a value in excess of £300m.  The contract involves the delivery of HR, Finance and Procurement services. The contract was awarded from a Framework agreement managed by Cabinet Office Government Shared Services. The monitoring of the performance of both supplier and user contract compliance is key to ensuring the best value is achieved from the contract while maintaining a consistent acceptable level of service delivery.

Key Responsibilities:

• Effectively manages the end-to-end change management process in line with the contracted services, responsibilities and governance.
• Responsible for ensuring accurate record keeping of the status of all requests for change and producing management information to a range of stakeholders to report accurate data.
• Works closely with key functional area leads (HR, Finance, Procurement and Training) through regular informal and formal engagement to understand their current and future requirements. Providing specialist advice and challenge where needed.
• Responsible for assessing the quality of requests for changes affecting BSS services or systems, raising challenge with stakeholders where required, ensuring requirements are clearly articulated and provide a return on investment in line with business priorities.
• Effectively manages communications with external supplier through regular engagement to proactively manage and monitor supplier performance against Change Process SLAs, driving the right behaviours, ensuring collaborative working to address blockers, value for money and mitigate risks to operational delivery.
• Manages the triage of Requests for Change and Supplier Impact Assessments with the wider ICF Team and Commercial Contract Manager, providing expert feedback and engages with the relevant parties on the outputs of the triage assessment.
• Supports Service Optimisation Lead in holding supplier to account against agreed SLAs and delivery through providing weekly MI and reports as required and escalating risks and issues.
• Provides consultancy and expertise to other functions and specialisms that require guidance, advice, support and decisions in relation to the BSS Change service/process as well as business change approach and planning.
• Develops and manages stakeholder engagement and communication plans to address issues regarding organisational compliance with processes and underperformance, in order to mitigate negative impact to benefits realisation.
• Undertakes Change Impact/readiness assessment to assist with the development of business change approach and plans (including stakeholder engagement and delivery of communication outputs).
• Prepares and publishes communications for key stakeholders and business including planned system outages, the documentation of agreed workarounds if required, and publishing through most effective communication channels to mitigate risk to operational delivery and impact to systems and processes.

Qualifications:

1. Possess a relevant higher-level qualification or equivalent experience.

Experience:

1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
2. Proven experience of effectively developing and delivering written and verbal communications to different stakeholder groups.
3. Stakeholder and customer relationship management and customer focused service delivery within a complex change portfolio.
4. Proven experience of effective change and project management skills to delivery business priorities.
5. Leading operations through change of a similar scale and complexity successfully delivered which have improved service, reduce cost and complexity.
6. Management and leadership and service delivery experience in a similar organization setting.
7. A broad range of experiences inside or outside the service with examples of broad experience in a professional discipline relevant to the role.

Knowledge:

1. Strong knowledge of the theory and practice of relationship and change management both at an interpersonal and systems level.
2. Deep knowledge of business change services, operations and the performance of change processes as a control system to achieve defined outcomes.
3. Good practical knowledge of the range of tools and techniques and their application in a Service Operation.
4. Good practical knowledge of change and project management from a business impact perspective and a good practical knowledge of how to specify and deliver change in conjunction with defining/ specifying efficient and effective business processes to solve complex business problems and meet information requirements.
5. Excellent knowledge of systems and needs that drive best value and reduce costs related to change.
6. Strong knowledge of the theory and practice of leading successful projects and programmes (Project Management) and leading successful communication and Stakeholder Management both internally and externally. Understanding of key business stakeholders and their different perspectives.
7. Excellent understanding of outsourced business services supported by the outsourced applications under the BSS service.
8. Understanding of HR, Payroll, Finance, Procurement and Training services (preferable).
9. Basic understanding of ERP applications (preferable).

Skills & Abilities:

1. Excellent stakeholder management skills with ability to build strong relationships with internal/external customers and suppliers and drive collaborative ways of working to deliver business requirements.
2. Strong ability to effectively lead a complex change process from pipeline planning to implementation.
3. Excellent team management skills.
4. Excellent presentation and communication skills with strong ability to tailor delivery and key messages concisely to various audiences across all levels.
5. Strong interpersonal skills, including teamwork, collaboration, facilitation, negotiation, and achieving results by influencing others.
6. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).