Operations Change Management Officer

About the role

The Operations Change Management Officer supports the company‑wide rollout and adoption of strategic initiatives such as SIAM, SAM, ITAM, BMIT and Process Governance. Acting as the bridge between Operations, business stakeholders and external partners, the role ensures that new processes, technologies and ways of working are understood, ready for use and sustainably embedded.

Key responsibilities

• Assess change management needs during project intake, conduct impact and readiness assessments, and identify stakeholder groups, adoption risks and dependencies.
• Develop integrated change strategies covering stakeholder engagement, sponsorship, communication, learning and resistance management, and embed them into project plans and governance.
• Translate Operations‑led initiatives into practical change interventions, monitor overlapping impacts across the portfolio and manage change saturation.
• Act as liaison between Operations, the wider organization and external partners, providing coaching, addressing resistance and facilitating alignment.
• Design and deliver targeted communication, workshops, briefings and learning activities in collaboration with HR and Knowledge Management.
• Define and monitor adoption KPIs, report on readiness, resistance and risks, and support post‑implementation embedding.

Required profile

• Master’s degree or equivalent professional experience.
• At least five years of proven experience in organizational change management within complex, multi‑function environments.
• Experience delivering technology‑enabled transformations, preferably with exposure to IT service management frameworks.
• Fluent in Dutch, French and English (minimum C1 in native language, B2 in the other two).

Required skills

• ITIL
• SIAM
• ServiceNow
• Prosci/ADKAR change management methodology