MS Dynamics Change

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

• 5–7 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

≥5–7 years hands-on change delivery with ERP exposure

Professional Qualifications

Relevant degree; Prosci ADKAR certification preferred