Program Manager Process and Service Steering

Project overview

Where will you work?

You will work closely with chain partners, product owners, operational teams, and other stakeholders within NS. The responsibility for individual components remains with these teams.

You will take ownership of the functioning and development of the total end-to-end process. You will work from NS's head office in Utrecht and move through a large part of the organization.

In this role, you do not need a hierarchical position to create movement: you convince with content, make agreements explicit, and address people when necessary. The team works hybrid (50/50) from home and the office in Utrecht.

Who are you?

You can combine organizational development with process and chain steering. You can establish structure and, above all, ensure that this structure works in practice.

You can work across organizational boundaries and bring different interests together. You have a keen eye for what is structurally needed and what needs to be temporarily resolved. You reduce complex issues to concrete choices, agreements, and improvement actions, and quickly make the subject your own. You are analytical and structured, but above all practical. You can develop a model or approach and stand alongside people to make it work.

You work within RC Brand & Customer Loyalty, in the FC Service team. From FC Service, the team works on better service for travelers and the organization needed for it. The team brings together customer experience, policy, operations, digital, and IT, and ensures that important service processes are managed as a whole, not fragmented.

Working at NS means you can make a difference in the world of sustainable mobility. You help keep the Netherlands accessible, for everyone. At NS, you get a lot of freedom. NS promises that no day is the same. NS's core values are open and reliable. NS aims for results and wants to move forward.

• You help Process and Service Owners to further develop their ownership and steering.
• You help to clarify and operationalize roles, responsibilities, mandate, and decision-making.
• You make visible where processes are in their maturity and what is needed to take the next step.
• You help to set up structural steering on performance, bottlenecks, and improvements.
• You support the building and execution of improvement backlogs.
• You bring parties together around cross-domain processes and help resolve bottlenecks in ownership, governance, and collaboration.
• You connect customer insights, process performance, and improvement actions, so that the entire service chain's functioning is considered, not just individual components.
• You further develop the approach based on practical experiences.
• You have a minimum Bachelor/University level of work and thinking.
• You have at least 5 years of work experience in a role as Program Manager, Implementation Manager, and/or Organization/Change Manager.
• You have extensive experience with process steering, service steering, chain steering, or similar change assignments in a complex organization (minimum 5000+ workplaces). Please elaborate where you have done this.
• You have excellent command (both spoken and written) of the Dutch language.
• You have experience in an Agile working environment.
• You have experience with developing and implementing new working methods and capabilities.
• You have knowledge of governance, process ownership, performance steering, and continuous improvement.
• You have experience guiding process owners and multidisciplinary teams. Please elaborate where you have done this.
• Experience with a similar journey management system is a plus.
• You have experience with ARIS, Confluence, and other process journey systems.

Project details

• Start: Zo snel mogelijk
• Duration: Verlenging: Onbekend
• Location: Utrecht, NL
• Rate: 108-108 EUR/h
• Languages: Dutch