Program Manager Process and Service Steering

Project overview

The assignment is focused on further developing Process and Service Steering within NS, from the initial approach to a mature and manageable capability.

Profile of the suited interim professional:

• Contribute to developing the approach and methodology for Process and Service Steering
• Support process and service owners in strengthening their ownership and steering
• Clarify roles, responsibilities, mandate, and decision-making
• Visualize the maturity of processes and necessary follow-up steps
• Establish structural steering on performance, bottlenecks, and improvements
• Guide the building and execution of improvement backlogs
• Bring parties together around cross-domain processes and resolve bottlenecks in governance and collaboration
• Connect customer insights, process performance, and improvement actions across the entire service chain
• Further develop the approach based on practical experience
• Ensure sustainable embedding of Process and Service Steering within the organization
• Working and thinking level at HBO/WO (University of Applied Sciences/University) level
• Minimum 5 years of experience in the role of program manager, implementation manager, and/or organization or change manager
• Extensive experience with process, service, or chain steering in a complex organization of at least 5000 workplaces
• Excellent oral and written command of the Dutch language
• Experience within an Agile working environment
• Experience with setting up and implementing new working methods and capabilities
• Knowledge of governance, process ownership, performance management, and continuous improvement
• Experience with coaching process owners and multidisciplinary teams
• Experience with a journey management system such as ARIS or Confluence is a plus

Project details

• Start: flexible
• Duration: 12 months
• Location: Utrecht, Utrecht, Flevoland, NL
• Rate: 125-125 EUR/h
• Languages: Dutch