Business Change Manager CRM - IHP255

Project overview

For our end client, the Police, Harvey Nash is looking for a Business Change Manager CRM

Start date: After completion of screening (10-1-2027)

Duration of assignment: 24 months

Number of hours per week: 32

Location of activities: National

On-site or from home: Hybrid

Freelancer possible: YES

Deadline for submitting candidates: 28-10 at 09:00

Function scale and step: Business Operations Specialist C - 11

Education level: HBO

You have an HBO-level diploma (bachelor's) or equivalent via EVC. Or you have at least two years of demonstrable experience at the required work and thinking level. This must be demonstrated with your CV, supplemented with an official job description, vacancy text, or other document clearly stating the required work and thinking level.

Responsibilities

As a business change manager, you are responsible for:

Impact analysis - what changes for the organization?

Which processes are changing? (major changes include managing appointments (decentralized to centralized) and case management)

Which functions have other tasks, what does this mean for citizens/internal stakeholders, where is potential resistance?)

Stakeholder management

Identifying stakeholders (management, end-users, key-users, (Works) Council)

Expectations management

Creating support (including organizing user involvement in product development)

Early identification of potential resistance

Developing a communication plan

Why is the replacement happening?

What are the benefits?

When is something changing?

What is expected of employees?

Process design & optimization (basis I&S = redesign I&S process)

Designing new working methods

Adapting processes to the new system (or vice versa)

Documenting work agreements

Training & adoption

Creating a training plan

Training key users

Organizing manuals and work instructions

Measuring adoption (is the system actually being used?)

Go-live support and aftercare

Support during go-live

Gathering issues from the business

Adjusting where necessary

Evaluation and embedding

Local police officers will be facilitated by the business change manager in implementing the assignment in the regional units.

Work experience & knowledge:

Demonstrable experience as a Business Change Manager, Change Manager, or Implementation Manager within complex organizations.

Experience with CRM implementations or comparable customer, case, contact, or workflow-oriented systems.

Experience with process implementation, adoption, stakeholder management, and organizational embedding.

Experience working in a political-administrative or public environment is a clear advantage.

Ability to steer towards results, quality, planning, and business acceptance.

Competencies:

Results-oriented and persistent.

Politically and organizationally sensitive.

Strong in connecting, influencing, and creating support.

Analytical, structured, and decisive.

Strong communicator at strategic, tactical, and operational levels.

Able to recognize, discuss, and overcome resistance.

Prerequisites:

No irregular hours

Hybrid work model with office location in Utrecht and throughout the country.

A screening of type BO applies to this assignment. For more information about the screening: Police selection - Screening | Kombijdepolitie

We also require the following information:

Earliest possible start date

Availability in hours per week

All-in rate (incl. travel and/or accommodation costs, excl. VAT)

Vacation plans within the next 3 months

Place of residence

Candidate's date of birth

Candidate's email address

Candidate's phone number

Motivation (max 150 words)

If supplier: contact person's email and phone number

Hiring type:

Availability for potential intakes at the Police within 5 days after the application closing date.

By responding to this request, the Contractor declares to have taken note of and agrees with the General Hiring Conditions or General Hiring Conditions for Independent Professionals of Harvey Nash and the associated Client Appendix Police. These can be found at www.harveynash.nl/politie

• 32 hours per week

Project details

105 EUR all-in excluding VAT

Intake interviews via Teams:

External hiring has been chosen for this assignment because it involves a temporary, results-oriented change initiative with a clear 24-month duration and a concrete commitment to results. The implementation of a CRM solution within the new intake process requires specific expertise in business change management, CRM implementations, adoption, stakeholder management, and organizational embedding within a complex public environment.

The assignment also requires experience with similar implementations where processes, systems, behavior, governance, and chain collaboration change simultaneously. This combination of specialized knowledge and proven implementation experience is not readily available within the existing police organization, especially not in the required scope, availability, and independence.

Assignment description

The assignment is part of the Strategic Change Initiative W005a "Citizen in Focus" Tender for Customer Relationship Management system.

The goal of the assignment is to steer, guide, and embed the business change required to implement a working, accepted, and demonstrably used CRM process within two years that aligns with the police's new intake process.

Effort commitment:

The Business Change Manager is responsible for delivering a demonstrably implemented CRM working method that supports the new intake process. The assignment is considered successfully completed when the following results have been achieved and accepted by the client:

The new intake process has been translated into a supported CRM working method, including roles, responsibilities, process agreements, and handover moments.

The CRM solution has been implemented at the agreed organizational units, teams, or user groups in accordance with the established scope and planning.

Users have been prepared, informed, and trained, and can apply the CRM system in their daily work.

Adoption, use, and compliance with the new working method have been demonstrably monitored based on predefined indicators.

Key bottlenecks in process, behavior, management, information quality, and collaboration have been identified, addressed, and escalated where necessary.

An agreed embedding approach has been established, including line ownership, management agreements, and a structural improvement cycle.

The client has a final report with achieved results, remaining risks, areas for improvement, and advice for further development.

• November 6 from 10:00
• 12:00
• November 10 from 15:00
• 16:00
• November 11 from 8:00
• 10:00
• Start: Na afronding van de screening (10-1-2027)
• Duration: 24 maanden
• Remote: hybrid
• Location: Apeldoorn, Gelderland, NL
• Rate: 105-105 EUR/h
• Languages: Dutch