Business Change Manager (CRM)

Project overview

For our 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

Hours per week: 32 hours

Location of activities: National

On-site or from home: Hybrid

Freelancer possible: YES

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

Position 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?

Stakeholder management

Develop communication plan

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

Training & adoption

Go-live support and aftercare

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 similar 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 plus.

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

Competencies:

Administratively sensitive 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 transform resistance into progress.

Prerequisites:

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)

Holiday schedule 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: email and phone number of contact person

Hiring type:

Availability for potential intake interviews at the Police, within 5 days after the closing date of the request.

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

• 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 there potential resistance?)
• Identifying stakeholders (management, end-users, key-users, (C)OR)
• Management expectations
• Creating support (including organizing user involvement in product development)
• Early identification of potential resistance
• Why is the replacement happening?
• What are the benefits?
• When will something change?
• What is expected of employees?
• Designing new working methods
• Adapting processes to the new system (or vice versa)
• Documenting work agreements
• Creating a training plan
• Training key-users
• Organizing manuals and work instructions
• Measuring adoption (is the system actually being used?)
• Support during go-live
• Gathering issues from the business
• Adjusting where necessary
• Evaluating and embedding
• Results-oriented and persistent.
• 32 hours per week
• No irregular hours
• Hybrid work model with office location in Utrecht and throughout the country.

Project details

105 EUR all-in excluding VAT

Intake interviews via Teams:

External hiring has been chosen for this assignment because it concerns a temporary, results-oriented change initiative with a clear duration of 24 months 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 secure the business change needed 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:

• November 6 from 10:00 – 12:00
• November 10 15:00- 16:00
• November 11 from 8:00-10:00
• 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 using predefined indicators.
• Significant bottlenecks in process, behavior, management, information quality, and collaboration have been identified, addressed, and escalated where necessary.
• An agreed-upon embedding approach has been established, including line ownership, management agreements, and a structural improvement cycle.
• The client has an final report with achieved results, remaining risks, areas for improvement, and advice for further development.
• Start: flexible
• Remote: hybrid
• Location: Nederland, Netherlands, NL
• Rate: 105-105 EUR/h
• Languages: Dutch