Operations Change Management Officer

About the role

The Operations Change Management Officer supports the company-wide rollout and adoption of strategic initiatives led by Operations, including SIAM, SAM, ITAM, BMIT, Process Governance and other operational transformation projects. The role acts as the bridge between Operations, the wider SNCB/Ypto organisation, business stakeholders, employees and external partners, driving the people side of change together with Operations project and program teams.

Key responsibilities

• Assess the need for change management support during project and program intake, and carry out structured change impact and organisational readiness assessments
• Develop and maintain integrated change strategies and plans, integrating them into project plans, governance, budgets and risk registers
• Translate Operations initiatives into practical change interventions and support the rollout of SIAM, SAM, ITAM, BMIT and Process Governance
• Act as liaison between Operations, the wider organisation, the business and external partners, analyse and segment stakeholders, and support sponsors and managers as visible change leaders
• Manage resistance, provide coaching and practical support, and facilitate alignment across groups with different interests
• Develop and run communication plans, workshops, stakeholder sessions and management briefings, and coordinate learning needs with HR, Learning and Knowledge Management
• Define and monitor adoption objectives, KPIs and stakeholder sentiment, set up change governance, report on readiness and adoption, and escalate material issues

Required profile

• Master's degree or equivalent relevant professional experience
• At least five years of experience in organisational change management in complex organisations
• Experience supporting transformations involving multiple functions and stakeholder groups, preferably with external suppliers or service providers
• Experience in an IT, service management or technology-enabled transformation environment
• Fluent Dutch, French and English (Dutch or French at native or C1 level, the other at least B2, English at least B2)
• Exposure to outsourcing, sourcing transitions or multi-supplier models, and experience in a public-sector or regulated environment are assets
• Availability for a hybrid model, including at least two days per week on site in Brussels

Required skills

• Change impact and readiness assessments, stakeholder analysis and engagement, resistance management
• Communication, engagement and learning plans, and facilitation of workshops and management sessions
• Establishing change governance and monitoring risks, dependencies, readiness and adoption
• Knowledge of ITIL, SIAM, ServiceNow or comparable service management environments is an advantage
• Practical experience with recognised change methodologies such as Prosci/ADKAR, and a formal certification is an asset

What we offer

• Hybrid working with flexible hours, 40 hours per week
• 35 days of annual leave
• Mobility package with company car or alternative options, plus a public transport season ticket
• Target bonus and comprehensive insurance for the whole family
• Meal and eco vouchers, and net allowances for hybrid working and internet