Executive Head of Adoption Services, Technology Solutions

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The Vice President, Service Adoption is a senior leadership role and is a highly critical, strategic advisor and technical expert that engages with customers to accelerate their adoption of organizational products and solutions that transform their business and drive business outcomes. This senior leadership role is accountable for ensuring a high and effective client adoption rate of Technology Infrastructure Services (TIS), and also for providing the sales and client success teams with the information, content, expertise, and tools to help increase sales and drive adoption of services. The Vice President, Service Adoption ensures that the Service Adoption Framework includes deliverables to achieve client retentions and expansion of company wallet share. This senior leadership role is accountable for leading the TIS service adoption function, fostering a collaborative and innovative team culture focused on achieving operational excellence.

Key responsibilities:

• Defines and drives the implementation of SDI service adoption strategy aligned with company goals.
• Designs service adoption strategies ensuring clear outcomes throughout - Enabling Practices; Account Segmentation; Account Relationship Mapping; Effective Customer Onboarding; Monitoring Practices; Insight Analytics; Intervention Playbooks.
• Develops adoption strategies and detailed plans for adoption initiatives for customer engagements.
• Coaches customers and drives internal teams on adoption management principles and their practical application.
• Evaluates the effectiveness of adoption management strategies and tactics used to promote adoption using quantitative and qualitative techniques and revise plans, if needed, based on results.
• Conducts ongoing risk/impact assessments and provides support throughout the project to determine potential challenges/barriers/resistance and identify corresponding risk mitigation strategies.
• Coordinates adoption management implementation activities, ensuring execution aligns with overall plans, commitments to customers, and schedule/cost targets.
• Ensures alignment between adoption management and technical implementation plans for the initiative.
• Works closely with customer project owners to ensure expected benefits are realized.
• Develops and executes stakeholder, resistance management, communication, and training plans.
• Develops and delivers communications assets related to the adoption management plan.
• Develops and delivers training assets related to the adoption management plan, in a project context.

To thrive in this role, you need to have:

• Substantial ability to develop and implement strategic plans and objectives in alignment with company strategy.
• Excellent communication skills and the ability to build relationships with senior leadership.
• Highly organized with excellent problem-solving abilities.
• Substantial business mindset with exceptional product expertise.
• Ability to effectively work with customers to help them adopt and realize value portfolio offering.
• Substantial understanding of the language and technical challenges of a specific industry or market segment.
• Substantial skills and knowledge relating to client business outcomes from technology solutions.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent in Information Technology, Business Management or Engineering or related field.
• Relevant certification such as Cisco EA Black Belt.
• Relevant ITIL certification preferred.

Required experience:

• Substantial experience gained within a large scale technology services environment.
• Substantial experience in IT Infrastructure services operations experience with a large IT enterprise environment.
• Substantial vendor management experience.
• Substantial experience in developing and implementing improvement plans and services.
• Substantial experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.
• Substantial people management experience in leading and managing technical operations teams across various domains.

Workplace type: Hybrid Working

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries.

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.