IT Project Manager Customer Contact

Project overview

What will you do

As an IT Project Manager Customer Contact at Brabant Water, you will lead change and implementation projects at the intersection of customer service, processes, and IT. You will play a key role in the further digitalization of customer interaction and ensure that technological developments genuinely contribute to better service for over 2.6 million residents of Brabant.

You will work on initiatives that make Brabant Water's customer contact future-proof. Primarily, this involves implementing and further developing an omnichannel customer contact platform, but also further developing omnichannel services and deploying innovative solutions such as AI. You will manage projects from initiation and tendering to implementation and commissioning.

In this role, you will collaborate closely with colleagues from Customer Service, Information Management, and IT, as well as external suppliers. Through your stakeholder management, you will connect different interests and ensure support within the organization. You will be visibly present at the office and take an active role in guiding change.

Your activities

Who are you?

You are an experienced project manager who feels at home at the intersection of customer contact, digitalization, and IT. You know how to successfully realize complex change processes and are able to involve various stakeholders in developments and decision-making. You combine technical affinity with excellent communication skills and feel comfortable in an environment with ample room for initiative and entrepreneurship.

In addition, you have:

Important:

What else you should know

Are you a new supplier and have not yet signed a cooperation agreement and customer-specific sub-agreement? This will follow immediately after the award of the assignment. The following customer-specific conditions apply to this assignment for the client Brabant Water:

• Leading change and implementation projects within customer contact, digitalization, and IT;
• Developing and realizing a roadmap for the further development of customer interaction and service;
• Implementing and further developing customer contact and contact center platforms in an omnichannel environment;
• Improving customer processes, such as meter reading, customer administration, and digital communication channels;
• Realizing integrations between customer systems and the underlying application landscape;
• Applying innovative technologies, including AI solutions such as Agent Assist and chatbots, to increase customer satisfaction and efficiency;
• Monitoring planning, budget, quality, risks, and stakeholder management throughout the entire project cycle.
• A completed HBO or WO degree, preferably in Computer Science, Business Administration, or Information Management;
• At least 5 years of experience as a project manager in complex IT and change projects;
• Demonstrable experience with the selection and implementation of modern omnichannel customer contact and/or contact center platforms;
• Knowledge of current developments in digital customer contact and AI applications, such as Agent Assist, chatbots, intelligent routing, and data-driven performance management;
• Experience with implementations where business processes, users, and IT come together;
• Knowledge of Agile, Scrum, and traditional project management methodologies;
• Experience with supplier management and tendering processes is a plus;
• Excellent communication skills and the ability to effectively switch between operational, tactical, and strategic levels;
• Strong stakeholder management skills and the ability to create support within a complex organization;
• A proactive, independent, and results-oriented attitude, where you take ownership and can engage people in change.
• Being present at the office in 's-Hertogenbosch for the most part is desired.
• This position falls under scale 12b.
• The General Procurement Conditions of Cooperating Water Companies (AISW-2018 Services) apply to every assignment.
• The transfer period for flexible workers is 1,800 hours.
• Indexation is permitted if a flexible worker has been deployed for longer than 1 calendar year, with indexation starting on January 1st after reaching the first calendar year.
• In case of termination of an assignment by Brabant Water, a notice period of 1 month applies.

Project details

• Start: 2026-09-14
• Duration: 14 sep 2026 - 15 mrt 2027
• Location: 's-Hertogenbosch, NL
• Rate: 125-125 EUR/h
• Languages: Dutch