MRP - Change Management & Benefits Realization Lead

INDEPENDENT ELECTRICITY SYSTEM OPERATOR

This is a unique opportunity to determine whether major initiatives designed and implemented by the IESO in support of the electricity system in Ontario have achieved their goals and that stakeholders are ready to adopt the changes. As a change management expert, you are aware that benefits of large scale initiatives are derived through effective and thorough adoption of new practices, approaches, and systems. Continuous measurement, stakeholder engagement, communication, and training frameworks need to be developed for IESO employees as well as external stakeholder to measure our success at implementing major projects, including:

Market Renewal Program (MRP) – Market Renewal will transform our current electricity markets addressing known issues and preparing us to meet future challenges. It will enhance the way we schedule and price energy, acquire capacity resources and deliver greater flexibility. It is the biggest suite of changes to the electricity market since the market opened in 2002.

Replacement of Settlement Systems (RSS) – A major project to replace and enhance the systems used to Settle IESO’s markets. In 2019 these systems reconciled more than $18 billion in financial from IESO-administered markets, related services, programs and electricity charges.

General Accountabilities:

Reporting to the Change Management, Adoption and Benefits Realization Manager, and working with key Program stakeholders, the Change Management and Benefits Realization Lead is responsible for ensuring that the human factors related to the adoption of new processes, procedures, and tools are considered in the delivery approach and Integrated Project Plans and that a benefits realization methodology and framework is in-place.

The Change Management and Benefits Realization Lead will develop the necessary plans and strategies, and support the development of the associated deliverables, in order to increase awareness and understanding and to foster a desire those for impacted by changes introduced by projects to embrace, adopt, and use the implemented solutions and to ensure that benefits introduced as a result of the changes are fully realized.

The person in this role will support the Change Management, Adoption and Benefits Realization Manager and will work closely with the Program Delivery Office Team, in the development and maintenance of the Change Management and benefits realization approach and strategy. This person will will lead key project activities as they relate to people change management and benefits realization, including monitoring the adoption of change by internal and external stakeholders through quality reviews, monitoring adherence to change management and adoption standards and procedures, and feedback from stakeholders and client and by monitoring and reporting on the achievement of program benefits and objectives.

Responsibilities:

The primary responsibilities include the following:

Functional Outcome/Achievement – Change Management

• Applies a broad-based technical and/or professional knowledge and expertise across a diverse operating environment
• Leads in the development of goals and objectives for the delivery of Change Management services, e.g. scopes of work, project plans, communication plans, measurement plans, risk plans, impact assessments, stakeholder analysis, and support plans
• Monitors, measures, and modifies Change Management processes and products to achieve services goals and objectives
• Develops and implements Change Management Program policy, process, and standards
• Through the use of best-in-class Change Management practices and frameworks, identifies potential areas of resistance to changes proposed by the project and develops strategies to overcome them
• Collaborates with the Communications & Stakeholder Engagement Lead on the development of Communications Program for initiatives
• Collaborates extensively with the Training Lead on the development and implementation of all Change Management, Adoption and Benefits Realization tools, processes and policies
• Works closely with the Program Delivery Team, to ensure that opportunities for stakeholder readiness, engagement, and training are identified, appropriate plans are developed and integrated within the project plan, and, in collaboration with the Project Managers, are actively monitored and tracked for successful execution
• Works closely with the Risk Management Lead and Project Managers to ensure that all change management and adoption risks are identified, mitigation strategies are put place, and are actively monitored and tracked
• Develops and delivers an internal Change Management Education Program
• Provides change management oversight and coordination to internal stakeholders
• Supports change management planning for external stakeholders and participating organizations
• Supports Program/Project staff, internal/external stakeholders/participants, in Change Management services delivery principles and practices;
  • Works across practice to share lessons learned and best practices;
  • Provides coaching to supervisors of impacted staff so that they can effectively make the transition from the current state to the proposed future state; and
  • Manages the Change Management products and services for complex, multi-department/organization projects from design, implementation, analysis and reporting.

Functional Outcome/Achievement – Benefits Realization

• Develops and implements Benefits Realization Management Program policy, process, and standards across the Program and in alignment with existing IESO evaluation frameworks.
• Administration, development and coordination of benefits evaluation and data analysis across the Program.
• Contributes to the ongoing maturation of a benefits evaluation program.
• Ensures that the relevant methodology and framework is applied and all data is handled in accordance with established protocols, policies, standards, processes and procedures.
• Oversee the collection, entry, verification, management, analysis, and reporting of benefits measurement data.
• Use statistical software to analyze data and interpret results.
• Prepares written materials including but not limited to dashboards, presentations and reports.
• Supports Sponsors, Project Managers, Program Managers, Business Analysts, Subject Matter Experts and other stakeholders in ensuring that all benefits evaluation components of work plans are clearly defined and successfully achieved.
• Analyzes data/trend information, identifying and recommending possible improvement areas, and the potential impact of their implementation.
• Collaborates with the Communications & Stakeholder Engagement Lead on the development, implementation and support of ongoing program communications and stakeholder engagement related to benefits evaluation.
• Collaborates with the Change Management, Adoption and Benefits Realization Manager on the development, implementation and supporting of ongoing program Benefits Realization and adoption approaches.
• Collaborates with Program Delivery Executive and key stakeholders to develop and validate study approaches and key findings.
• Provides oversight and coordination to members of the project team as it relates to benefits evaluation.
• Educates, mentors, and supports program staff including sponsors, delivery partners, and other stakeholders in benefits evaluation program delivery principles and practices.
• Reviews and monitors high-level activities across projects to identify benefits evaluation opportunities.
• Works across practice to share lessons learned and best practices.
• Assesses portfolio, programs, and projects to ensure they align with the strategic targets and planned benefits.
• Incorporates benefits from the Project Intake documents, Projects /Program Charters and develops a Benefits Realization Management plan
• Ensures measurement methods for planned benefits are in place and evaluation occurs by due date(s).
• Monitors, reports and publishes progress against benefits targets for review by the sponsors and other stakeholders.
• Identifies and recommends changes to portfolio components (e.g., programs and/or projects) to achieve and sustain planned benefits.
• Supports the development of business goals, SMART business objectives and measures for the delivery of Benefits Realization services, e.g. scopes of work, project charters, project plans and communication plans
• Monitors, measures, and modifies Benefits Realization Management processes and products to achieve service goals and objectives.

Planning and Innovation

• Focuses on annual to mid-term goals and objectives planning for Change Management and Benefits Realization activities and initiatives.
• Researches and implements best practice for Change Management and Benefits Realization.
• Demonstrates adaptability and flexibility and is comfortable working within ambiguity to make pragmatic decisions and recommendations.
• Provides recommendations on emerging trends/technologies, developing and presenting recommendations, including cost-benefit analyses, for approval and leading their implementation.

Resource Management

• Moderate levels of limited supervision over others including allocation of work project staff.
• Plans, assigns and monitors project work with appropriate instructions and technical direction while assuming primary responsibility for achieving overall change management and benefits realization objectives.
• Creates a forum and format for open communications across project teams/stakeholders
• Although there are no direct reports, the role will need to possess the necessary skills to lead by influence.

Stakeholders

• Consults, liaises with counterparts at other organizations (public and private) to exchange information, share best practices and industry trends as it relates to Change Management and Benefits Realization services.
• In collaboration with the Change Management, Adoption and Benefits Realization Team, plans and develops services which ensure deep consultation and engagement with all internal and external stakeholders impacted by the Program.
• Networks with other internal groups to keep apprised of internal and external issues/needs and manage service delivery expectations.
• Interacts comfortably with colleagues at all levels of the organization – from frontline employees to executives – to build trust in relationships.
• Is able to support various constituents and stakeholders through periods of change fatigue and go live intensity
• Continually seeks and capitalizes upon opportunities to increase customer satisfaction and deepen stakeholder relationships.
• Develops and presents materials as required.

Influencing and Leading

• Ability to work effectively and efficiently toward goals in a complex, diverse environment with multiple stakeholders and changing demands with minimal supervision.
• Demonstrates superior collaboration skills and techniques which lead to conflict resolution, creating lasting productive partnerships.
• Demonstrates strong coaching skills and applies these to help leaders at all levels to effectively communicate key messages to impacted employees.
• Fosters and manages productive relationships with executive level sponsors.
• Builds effective teams with technical and non-technical staff.

Problem Solving and Decision Making

• Exercises judgment on complex service delivery issues across a diverse environment.
• Implements new practices/procedures in compliance with legal requirements and change management and benefits realization best practice, providing recommendations on organization -wide impacts.
• Develops possible solutions to issues related Change Management and Benefits Realization activities, evaluating alternative courses of action and their organizational impact and providing recommendations.
• Investigates escalated issues by gathering information, identifying root causes and resolving or recommending an action plan.
• Collaborates with peers across the organization to resolve problems and influences broader organization decisions.
• Works independently with minimal supervision.

Perform other duties as required.

Selection Criteria:

• Requires knowledge encompassing the technical fields; relevant to the areas of computer science, engineering, technical service delivery, risk management, and customer service.
• Requires strong knowledge of Change Management, Adoption and Benefits Realization; theory, principles, and practices.
• Requires strong knowledge of project management; theory, principles, and practices including the Project Management Institute best practices.
• Requires knowledge of Business and IT business methods, procedures and organization structures in order to be aware of limitations that can be imposed and to recognize factors influencing the effective implementation of change management and benefits realization methodologies and project management related activities.
• Requires excellent facilitation and communications (written and oral) skills to prepare accurate, concise, and clear correspondence, presentations, procedures, guidelines, and reports.
• This knowledge is considered to be normally acquired, either through the successful completion of 4 years of university education in an appropriate discipline or by having the equivalent education.
• PMP certification with specific certification in Change Management and Adoption, or a Certified Change Management Professional (CCMP) designation is preferred.
• Certification in Prosci’s Change Management Certification (ADKAR) is considered an asset.
• Solid knowledge and understanding of Project Management Lifecycle, software development lifecycle, IT and business operations.
• Proven history of developing and using change management and benefits realization methodologies.
• Proven history of working in a multi-program environment where an appreciation for and understanding of strategic alignment has been demonstrated in synchronizing change management efforts among multiple programs and stakeholders
• Proven ability to work in an ambiguous environment and collaborate across multiple areas in order to achieve a common business objective.
• Demonstrated hands on experience leading and delivering change management and benefits realization for large complex enterprise wide projects in a complex service delivery environment.
• Experience developing, presenting, justifying and gaining approval for change management and benefits realization plans from the project sponsor and stakeholders including senior executives, as required.
• Leading and developing and/or overseeing key project deliverables related to change management and benefits realization.
• Requires proficiency in computer tools in support of projects; such as MS Project, Excel, Access, Visio, SharePoint and Word.
• Proven track record of working in a team environment where different opinions and perspectives have to be managed, negotiated and resolved.
• Proven track record of taking ownership and getting the assigned tasks/projects done.
• Proven track record of meeting/exceeding customer expectations.
• Proven experience in coaching employees at all levels through change initiatives.
• Exceptional analytical and information-seeking skills that contribute to effective decision-making and strategic planning and execution of action plans that deliver results and motivate individuals for greater performance excellence.
• Self-directed, and highly motivated with excellent interpersonal and communication skills.
• Ability to manage competing demands in a fast-paced, multi-stakeholder environment.
• Ability to work with a diverse group of leaders and stakeholders with demonstrated success in moving key stakeholders to positive resolution.
• Excellent interpersonal skills with the ability to build partnerships and generate consensus.
• Innovative critical thinking skills with the ability to analyze and problem solve.
• Recognition, understanding and demonstrated Emotional Intelligence (EI), particularly emotional self-awareness, assertiveness, optimism, stress tolerance and empathy, in a variety of situations.
• Minimum 8 years and up to and including 10 years of change management and benefits realization experience, with at least five years of experience managing the people change management on multiple projects with increasing levels of complexity in a technical environment.

What the IESO Offers:

• Competitive market wages
• Comprehensive benefit programs
• Programs and policies to support a balanced lifestyle
• A challenging fast-paced team environment
• Opportunity to work with some of the brightest people in the industry

While we appreciate your submissions, we regret that we can only contact those candidates selected for interviews.

We thank all candidates for their interest in opportunities with the IESO. Be sure to follow us on LinkedIn.

The IESO is an equal opportunity employer.

Please note the successful candidate must be eligible to work in Canada and will be subject to a background check.