As the Program Manager, Change and Enablement - Data Center Procurement Governance, you will be:
- Accountable for the creation, management and delivery of effective change and communications to improve customer experience with DCPG
- Partner with DCPG team members to create content and communications materials that are impactful
- Develop DCPG Voice of Customer (VoC) program and feedback mechanisms to drive continuous improvements including project lessons learnt and customer-centricity;
- Support change and adoption programs across DCSP customer regions (AMER/ AJPC / EMEA) with systems and tools deployment;
Key job responsibilities
- Accountable for planning, execution, and delivery of nominated programs across multiple jurisdictions, with a focus on change, enablement and communications to improve customer experience and project outcomes;
-Review all existing SOPs, policies, customer engagements, communications materials and provide recommendations and improvement to balance standardisation/ regionalisation and certainty/agility; - Develop, monitor, and report on internal metrics, goals, and key performance indicators to procurement stakeholders and senior management
- Take strong ownership of global programs under his/her remit including VoC, CSAT and NPS program development and implementation against metrics;
- Establish a culture of continuous improvement to ensure the programs under your management are industry-leading and nuanced to context drive value
- Have a learner mindset and seek continuous stakeholder feedback to identify and execute opportunities for program improvement and expansion
- Bring alignment between internal technical and non-technical teams, close gaps, remove roadblocks to ensure projects are delivered effectively, minimise waste and to schedule
