Operations Change Management Officer

NMBS-SNCB; Brussel; Hybride; EUR 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Hybrid working

35 days of annual leave

Mobility package including company car

Comprehensive insurance package

Résumé du poste

SNCB is seeking an Operations Change Management Officer to drive the people side of change for company-wide strategic initiatives. You will bridge Operations, the organization, and external partners to ensure readiness and adoption of new processes, governance, and services.

The role focuses on developing change strategies, engaging sponsors, coordinating training, and monitoring adoption across multiple departments in a hybrid work setting with on-site Brussels presence.

Qualifications

• Master's degree or equivalent professional experience.
• At least five years of demonstrable experience in organizational change management within complex organizations.
• Experience in IT, service management, or technology-enabled transformations.

Responsabilités

• Assess change management needs during project intake and identify stakeholders, adoption risks, and constraints.
• Develop and maintain integrated change strategies and plans with milestones and success measures.
• Translate initiatives into practical change interventions and support rollout of SIAM, SAM, ITAM, and Process Governance.
• Act as the change management liaison between Operations, the wider organization, and external partners; address resistance and coordinate alignment.
• Develop and execute targeted communication plans; coordinate learning and knowledge needs with HR and SMEs.
• Define and monitor adoption objectives, KPIs, and governance; report readiness, engagement, risks, and dependencies.

Connaissances

Change management

Stakeholder engagement

Facilitation

Learning coordination

Resistance management

Communication

Analytical planning

Formation

Master's degree

Outils

ITIL

SIAM

ServiceNow

Description du poste

As an Operations Change Management Officer, you support the company-wide rollout and adoption of strategic initiatives led by Operations, including Service Integration and Management (SIAM), Software Asset Management (SAM), IT Asset Management (ITAM), Business Management IT (BMIT), Process Governance implementation, and other operational transformation initiatives. You act as the organizational change bridge between Operations, the wider Ypto/SNCB organizations, business stakeholders, employees, and external partners, ensuring successful understanding, readiness, and adoption of new processes, governance models, technologies, services, roles, and ways of working.

You drive the people side of change by combining structured change management with stakeholder engagement, communication, facilitation, learning coordination, resistance management, and adoption monitoring. Working closely with Operations project and program teams, you help ensure that strategic initiatives are successfully introduced, adopted, and sustainably embedded across the wider organization, including the transition towards SIAM and a multi-supplier support model.

As an Operations Change Management Officer, you will take on the following responsibilities:

• You assess the need for change management support during project and program intake, perform structured change impact and organizational readiness assessments across processes, governance, roles, organization, culture, technology, and ways of working, and identify impacted stakeholder groups, adoption risks, resistance, dependencies, and organizational constraints.
• You develop and maintain integrated change strategies and plans covering stakeholder engagement, sponsorship, communication, learning, resistance management, and adoption, with clear activities, owners, milestones, and success measures; you integrate these activities into project plans, governance, budgets, risk registers, and reporting, and adapt the approach based on progress, feedback, and adoption results.
• You translate Operations-led initiatives into practical change interventions for impacted company departments and business stakeholders, support the company-wide rollout of SIAM, SAM, ITAM, BMIT, Process Governance, and other initiatives, maintain an overview of change across the Operations portfolio, and identify overlapping impacts, dependencies, competing priorities, and potential change saturation.
• You act as the change management liaison between Operations, the wider organization, the business, and external partners; analyze and segment stakeholders; execute targeted engagement approaches; support sponsors, managers, and team leads as visible change leaders; identify and address resistance; provide coaching and practical support; and facilitate alignment across groups with different interests and priorities.
• You develop and execute targeted communication plans; coordinate clear, consistent, audience-appropriate communications, presentations, guidance, and awareness materials; design and facilitate impact workshops, stakeholder sessions, management briefings, supplier onboarding workshops, and cross-functional alignment activities; and coordinate learning and knowledge needs with HR, Learning, Knowledge Management, and subject-matter experts.
• You define and monitor adoption objectives, KPIs, stakeholder sentiment, and behavioural change; establish appropriate change governance; report on readiness, engagement, resistance, risks, dependencies, and adoption; elevate material issues through the appropriate governance bodies; support post-implementation embedding and continuous improvement; and coordinate organizational readiness for SIAM and new support suppliers, while operational and administrative onboarding remains with the accountable functions.

You hold a Master's degree or have equivalent relevant professional experience.

• You have at least five years of demonstrable professional experience in organizational change management within complex organizations.
• You have proven experience supporting organizational, operational, or technology transformations involving multiple functions and stakeholder groups and, preferably, external suppliers or service providers.
• You have experience in an IT, service management, or technology-enabled transformation environment.

You also possess these technical skills:

• You have experience in organizational change management and have developed and executed change strategies and plans for complex organizational, operational, or technology transformations.
• You have demonstrable experience in change impact and organizational readiness assessments, stakeholder analysis and engagement, sponsorship, and resistance management.
• You can translate assessment findings into practical adoption, communication, learning, and engagement activities.
• You have experience coordinating change across multiple departments, senior stakeholders, delivery teams, and external partners within large or complex organizations.
• You can develop and execute communication, engagement, and learning plans and facilitate workshops, management sessions, and cross-functional alignment activities.
• You have experience establishing change governance and monitoring change risks, dependencies, readiness, adoption, and effectiveness, including reporting to program management or senior governance bodies.
• You have experience in technology-enabled transformations. Knowledge of ITIL, SIAM, ServiceNow, or comparable service management environments is an advantage.
• You have practical experience with recognized change management methodologies such asProsci/ADKAR or equivalent methodologies.
• You are available to work in a hybrid model, including at least two days per week on-site in Brussels.

And these soft skills:

• You communicate clearly in writing and verbally and have strong presentation, workshop design, facilitation, coaching, active listening, and audience-adaptation skills.
• You translate complex project or program objectives into clear, audience-appropriate interventions and influence stakeholders without formal authority.
• You apply strong analytical, planning, and coordination skills while managing several initiatives, stakeholder groups, and dependencies simultaneously.
• You demonstrate organizational awareness, cultural sensitivity, collaboration, adaptability, proactivity, ownership, and the ability to build trust, alignment, and commitment.

Asset:

• You communicate fluently in Dutch, French, and English, spoken and written: Dutch or French at native or at least C1 level, the other language at least B2, and English at least B2.
• You bring exposure to outsourcing, sourcing transitions, or multi-supplier operating models.
• You have experience within a public-sector or regulated environment.
• You hold a formal certification in a recognized change management methodology, such as Prosci/ADKAR or an equivalent methodology, and can demonstrate recent practical application.

Diversity Statement

Everyone is unique. That's why we believe it’s important that you can be yourself — it makes SNCB stronger. We therefore place great value on diversity and inclusion.

Choosing SNCB means choosing to contribute to the digital transformation of the Belgian railways. You will have a job with social impact and ample opportunity to make your own contribution. Alongside a healthy work-life balance and a competitive salary, we offer:

• Hybrid working, with a balanced weekly mix of office and remote work, combined with flexible hours. 40hours/week.
• 35 days of annual leave.
• A mobility package with a company car (also available via our mobility plan) or alternative mobility choices, complemented by a public transport season ticket.
• A target bonus.
• A comprehensive insurance package, with hospitalisation and dental care for the whole family.
• Coverage of outpatient medical costs.
• Group insurance, including a supplementary pension (cafeteria plan).
• Net allowances for hybrid working and an internet allowance.

You will work near Brussels-South station and join the Operations Center Of Excellence team.

• We take a close look at your CV and check whether it matches the profile you are looking for. We may call you briefly to ask about your motivation and experience.
• We invite you for a first (online) HR interview where you can demonstrate your motivation, experience and expectations. In preparation, we will ask you to complete an online personality questionnaire.
• If the first interview is positive, we invite you for a second technical interview in Brussels. This interview will be with the team, where we’ll discuss the role and how your skills align with the team’s needs.
• If everything goes well, we will make you a contract offer.

We reserve the right to adjust or pause this procedure if necessary. Our recruitment team will select the profiles that best match the job requirements to ensure an optimal fit.