MS Dynamics Change

Job Description Job Title: MS Dynamics Change & Adoption Lead Reports To: Head of Human Resources ACCBC & RR, Matrix to Senior Director IT for duration of ERP Roll Out Functional Partnership: PMO, Business Process Owners, IT, HRBPs Function: Human Resources, IT Location: Dubai, UAE (with multi-country deployment responsibility) Job Purpose The MS Dynamics Change & Adoption Lead is accountable for end-to-end people adoption and behavioural change for the Microsoft Dynamics (D365) transformation across ACCBC & RR. Operating under the governance of the Head of HR, this role owns the people-side integrity of the transformation - ensuring that changes in the MS Dynamics 365 Project understood, adopted, embedded. The role safeguards workforce readiness, adoption quality, and long-term system value by integrating change governance, stakeholder engagement, role mapping, training enablement, and adoption analytics - ensuring that technology deployment translates into real people adoption behaviour. Operating Context ACCBC & RR are undergoing a large-scale ERP and digital transformation (Microsoft Dynamics D365) within a complex, multi-country operating environment, characterised by: - Fragmented legacy systems and inconsistent people processes - Multiple labour regimes, languages, and capability maturity levels - High operational pressure on frontline, manufacturing, and commercial teams - Legacy organisational noise, data inconsistencies, and role ambiguity - Elevated risk of change fatigue, resistance, and partial adoption Success in this role requires structured change leadership, strong judgement, and the ability to balance delivery pressure with behavioural integrity, ensuring that adoption does not erode trust, productivity, or governance. Key Responsibilities A. Change Plan, Governance & Integration - Design and execute the people-side change plan for D365 using a structured ADKAR-based approach - Own the integrated change roadmap, ensuring alignment with program milestones, HR governance, and business readiness - Ensure change activities are embedded into the overall program plan in collaboration with PMO - not treated as parallel, optional or subordinate - Monitor effectiveness of change interventions and adapt plans based on adoption data and feedback - Act as the single point of accountability for people adoption outcomes B. Stakeholder Identification & Engagement - Identify, map, and segment stakeholder groups across markets and functions - Define ADKAR needs by stakeholder group and role - Establish structured feedback loops with leaders, key users, and impacted employees - Diagnose resistance drivers and design targeted mitigation interventions - Enable leaders and BPOs to act as credible change sponsors and advocates C. Communications & Engagement Enablement - Design and govern a change communications plan aligned to ADKAR stages - Ensure messaging is role-specific, timely, and behaviourally focused - Own and manage change communication channels and cadences - Partner with HRBPs, leaders, and Key Users to amplify adoption messages and ensure local ownership and execution of adoption activities - Continuously assess engagement effectiveness and close ADKAR gaps D. Change Impact, Readiness & Adoption Measurement - Conduct structured change impact and readiness assessments - Identify people, role, and capability implications and ensure alignment with updated job designs - Partner with HR to ensure role clarity and accountability are reflected in job profiles - Track and report post-go-live adoption metrics and behavioural indicators - Support leaders with advice on post go-live reinforcement actions to sustain adoption beyond go-live E. Role Mapping & Training Enablement - Partner with Stream Leads, HRBPs, IT, and Business Owners to ensure accurate role-to-system mapping - Ensure Key Users and End Users are correctly identified and enabled - Design training curricula aligned to configured Dynamics roles - Ensure training materials build Knowledge and Ability, not just awareness - Govern training assessments, mop-up actions, and capability closure F. Workforce Integrity & HR Governance Interface - Ensure change execution does not compromise: - Data integrity - Role accountability - Policy adherence - Workforce sustainability - Escalate risks related to adoption, fatigue, or behavioural misalignment to the Head of HR and Senior Director IT - Act as a governance anchor between the program and the HR operating model Key Interactions Internal - Head of HR change governance, workforce integrity, escalation - PMO program integration, milestones, risk management, peer collaboration - Business Process Owners process adoption and accountability - HRBPs local enablement, leader coaching, resistance sensing - IT & System Integrators role mapping, system readiness - BU Leaders & Key Users sponsorship, reinforcement External - System integrators and training vendors (as applicable) Required Experience & Qualifications Education - Bachelor's degree in HR, Business, Psychology, or related field - Prosci certification preferred Experience - 57 years of change management experience with strong ERP exposure - Proven delivery of end-to-end change strategies in complex environments - Demonstrated experience in role mapping, training enablement, and adoption analytics - Experience working across HR, IT, PMO, and business stakeholders Technical & Professional Capabilities - ADKAR-based change design and execution or similar - Stakeholder and resistance management - Training curricula design and capability enablement - Change analytics and adoption measurement - Strong communication and facilitation skills Leadership Attributes - High integrity and disciplined judgement - Calm, structured, and credible under pressure - Outcome-focused without sacrificing people experience - Able to challenge constructively and escalate early - Strong service mindset with enterprise perspective - Can do attitude Key Performance Indicators (KPIs) - Adoption readiness scores pre-go-live - Post-go-live adoption metrics (usage, compliance, behavioural uptake) - Training completion and capability closure rates - Resistance issues resolved within agreed timelines - Leader sponsorship effectiveness - Sustained adoption indicators at 30 / 60 / 90 days Total Capability Index (TCI) TCI Dimension What is Assessed Change Strategy & Governance Ability to design, govern, and course-correct enterprise change Stakeholder & Resistance Management Proactive identification and mitigation of adoption risk Role & Capability Enablement Accuracy of role mapping, training quality, and skill closure Change Analytics & Adoption Measurement Use of data to drive reinforcement and sustainability Judgement & Workforce Integrity Protection of fairness, trust, and governance under pressure Cross-Functional Influence Effectiveness across HR, IT, PMO, and Business leaders Experience Depth 57 years hands-on change delivery with ERP exposure Professional Qualifications Relevant degree; Prosci ADKAR certification preferred