BUSINESS READINESS DIRECTOR

The Solutions Delivery Center of Excellence within Global Clinical Supply Chain (GCS) is dedicated to supporting business readiness, implementation, and user adoption of solutions that enable the clinical supply chain to continue to operate efficiently.  

The Business Readiness Lead, within Innovative Sciences Operations, is responsible for supporting the GCS portfolio of systems, projects, tools, solutions, and services that deliver value to GCS colleagues. The Lead will design and deliver exceptional experiences for GCS colleagues receiving business or technical solutions.  

The role supports GCS by leading business change management and user adoption tasks to achieve readiness for implementation of a solution, measurement of user uptake, and value realization/calculation. This role requires the ability to interpret requirements, understand business change management processes, knowledge of software/system development lifecycle principles, understanding of training and learning principles, customer service, and delivery of exceptional colleague experiences. 

This role is dynamic, fast-paced, highly collaborative, and covers a broad range of responsibilities that are critical to GCS. The successful candidate will help achieve business as usual for new solutions through proactive thought leadership, innovative user adoption methodology, and the ability to approach change in new and creative ways. 

• Provide oversight of all change initiatives planned and underway across GCS 

• Oversee the design and implementation of business readiness and user adoption plans to ensure solutions are integrated across the organization and/or within the business lines 

• Establish and maintain performance metrics to measure business readiness success and solutions achieve business as usual 

• Oversee progress against business readiness requirements in support of the GCS Product Areas and works with relevant partners (business, comms, training, Digital) to deliver 

• Work with product area managers and project teams to integrate change management activities with project plans. Where needed, facilitate the creation of actionable deliverables for the change management processes, e.g., Sponsor Plan, Communications Plan, and Training Plan. 

• Build and manage a comprehensive view of the GCS portfolio of change initiatives so leaders and colleagues have visibility into change resourcing and capacity and to make informed decisions regarding readiness for deployment of additional initiatives  

• Drive the internal/external marketing of business readiness success stories highlighting the value of solutions to the organization   

• Establish relationships with customers and liaise between the business and technical project team members, ensuring mutual understanding of customer needs 

• Work across GCS to identify organizational and cultural factors that may enhance or detract from the ability to change  

• Identify and address potential sources of resistance to change and work with manager and teammates to overcome  

• Help define improvement projects aligned with business strategies and facilitate associated change management activities 

• Ensure post-production activities including gathering lessons learned, collecting user feedback, measuring key value metrics and computing return on investment are completed and documented.  

• Responsible to standup and lead a Community of Practice focused on change management, ROI, education, continuous improvement, and sharing of best change management practices 

• Analyze communications data to determine value of messaging as it relates to user adoption. 

• Maintain the portfolio of business readiness requests including status, issues, contact names, completion dates, etc. and connect with requestors to gather additional detail or project/request information when needed 

• Present the portfolio of projects to senior management on a periodic basis and assist with understanding deployed resources, overall budget impact, and delivery schedules. 

• Assure prompt and positive action on all requests and inquiries from GCS colleagues and management. Address complaints, questions, concerns and suggestions, follow-up when needed. 

• Identify opportunities for continuous improvement and lead or participate on projects that enhance supply chain systems and process 

• Engage with functional line Subject Matter Experts (SMEs) and system developers to help deliver effective user experience.  

• Where appropriate, determine value of tools and solutions through (but not limited to): 

• Cost per user  

• Colleague acquisition costs 

• Dollar value of automation of tools and solutions 

• Future potential of the tool/solution  

• Infrastructure and other fixed costs  

• Trust 

• Likelihood of use 

• Usability