Shared Services Change Agent Guide

Client: ADvTECH
Project: Shared Services Change Agent Guide
Deliverable: 7 September 2017
Date: 6 September 2017
ADvTECH Shared Services Change Agent Guide
Congratulations on being selected as a Change Agent to help drive the streamlined adoption
of Shared Services across the ADvTECH Group. You are a valued member of the ADvTECH
team and we are excited to embark on this journey to drive change with you.
Through Shared Services, we are TURBOCHARGING ADvTECH and as a Change Agent, you play
a fundamental part in USHERING IN A NEW ERA of:
Simplicity Adoption Responsiveness Leveraging Technology
What is Shared Services?
Think of the Shared Services department as the “pit stop crew” in Formula 1 racing.
Shared Services’ objective is to provide standardised, simplified and effective customercentric
service across the group.
Shared Services takes care of all the essential back office support and admin, while YOU focus
on your core business and WINING the race.
This will allow you to work FASTER and SMARTER, take poll position and WIN the race.
This means that:
Shared Services will house all ADvTECH’s distributed support teams and admin –
consolidating them into a STANDARDISED BUSINESS DEPARTMENT.
While Shared Services is a new department, it is not a new team… Instead, it is the distributed
back office support team – with a new CUSTOMER-CENTRICITY and a new MANDATE.
Shared Services sets ADvTECH up for success because:
• It simplifies
• It drives adoption
• It encourages responsiveness
• It helps ADvTECH leverage technology
• It creates a faster, more efficient way of providing impactful business support services

As an integral part of the Change Agent Network:
• You will be a part of every step of the change process
• You will receive communication in advance – eliminating any surprises
• You will be equipped and empowered to help drive the structured change communication
process across the group
A Change Agent lives in the future, not the present…
Regardless of what is going on today, a Change Agent has a vision of what could or should be
and uses that as the governing sense of action. To a certain extent, a Change Agent is
dissatisfied with what they see around them, in favour of a much better vision of the future.
Without this future drive, a Change Agent can lose their way.
A Change Agent is fuelled by passion and inspires passion in others – while knowing that
change be hard work
It takes a lot of energy to be an effective Change Agent. Without passion, it is very difficult to
muster up enough energy to assault the fortress of status quo that seems to otherwise carry
the day.
A Change Agent has a strong ability to self-motivate
There will be days where people around you do not understand the change or processes. You
need to find it within you to get up every day and come to work at the risk of being
misunderstood or under-appreciated, knowing that the real validation may be far in the
future and may be claimed by someone else.
A Change Agent must understand people. At the end of the day, change is about people
If you change everything but the people, you will not be an effective change agent. Change
will really transpire when people embrace it. Therefore, change is part sales, part counselling
and part encouragement. It is all about people.
Understanding the role and responsibilities of a Change Agent
A Change Agent is anyone who helps ADvTECH transform by encouraging the adoption of
processes and systems – like the introduction of Shared Services.
Your basic responsibilities include:
• Convey why the change is taking place and who will be affected

• Highlight potential benefits of proposed initiatives and the drawbacks of not adopting the
change
• Anticipate and work in areas of potential dispute or disruption
• Encourage feedback, so that any potential concerns can be addressed
Excellent Change Agents exhibit the following attributes:
• You act as a focal point for change, with insights into all the information your
stakeholders/team may need
• You are a subject matter expert for new and developing change considerations
• You act as a feedback touch point to help the Shared Services team measure the success
of the changes introduced
• You are a familiar face for local staff and easy for them to relate to when they are
experiencing change, like the introduction of Shared Services
• You offer a voice for the local needs and considerations of the needs of overlapping and
connected changes
What is expected from a Change Agent?
By serving as early adopters, trusted confidants and caring listener, you can help us introduce
Shared Services to the ADvTECH family by helping us to:
• Reduce the pressure on the centralised team to deliver change
• Identify issues on the ground and raise the quickly with the project team
• Gather feedback on the communications campaign and offer feedback to the change
team
• Identify key resistors of change
• Assist with managing resistance to change amongst colleagues
• Become super users and therefore assist in training users (advocating the value of using
Shared Services among your local stakeholders/team)
Ultimately, Shared Services is a catalyst to drive change across ADvTECH. We are
embarking on a journey of efficient, effective and responsive service delivery across the
organisation. As a Change Agent, you get to be at the forefront of this.
Join us in adopting the new and improved ways of working and let us shift gear to win the
race!