Jobs in the Netherlands, in English.

Implementation Manager (m/f/x)

Hybrid in Utrecht·Full-time·Added 3 days ago (last checked 22 Oct)

Everience

31 open roles

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Our summary

Work mode: Hybrid, Utrecht
Contract: Full-time
Languages: Dutch
Experience: 10+ years

Skills

Project Management

This job advert was originally written in Dutch.

Requirements

What we're looking for

Excellent command of the Dutch language (oral and written) is required.
At least 10 years of experience leading complex implementations or transitions within a customer service environment.
Experience with implementations or transitions within a large customer service environment with more than 2 million customer contacts per year.
Demonstrable experience with implementations at the intersection of operations and IT.
Experience with operational readiness, end-to-end testing, acceptance criteria, monitoring, and go/no-go decision-making.
Proven results in developing and implementing playbooks and scenarios for fallback, recovery, incident response, escalation, and adjustment during go-live and hypercare.
Demonstrable experience with chain and stakeholder management in environments with multiple workflows, product teams, and operational disciplines.
Experience with transfer and sustainable assurance within the line organization.
Able to switch easily between directing, deep-diving into content, and executing personally to realize results in a timely manner.
Strong analytical ability combined with a hands-on approach.
Connecting and firm style; creates ownership, makes risks discussable, and keeps customer, employee, and results in balance.
Able to operate effectively both on content and on relationships.

The role

Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.

With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.

Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.

In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities.

What you'll do

For a large customer service organization facing two business-critical changes, we are looking for an experienced Implementation Manager. In this role, you will hands-on lead the preparation and implementation of large-scale transitions that affect customer processes, systems, and employees alike. You will ensure an integral view of operational readiness and connect processes, technology, people, knowledge, training, capacity, communication, and support. Drawing from your experience with customer service environments and complex change trajectories, you will drive a controlled go-live, minimal customer impact, and sustainable assurance within the organization.

Leading the preparation and implementation of complex changes within a customer service environment.
Developing an integral view of operational readiness.
Defining readiness criteria, milestones, and acceptance conditions for critical components.
Setting up governance, monitoring, decision-making, and progress reporting.
Making ownership, dependencies, risks, and mitigating actions transparent.
Organizing and coordinating the customer service contribution to chain testing and end-to-end testing.
Translating test results into concrete improvement actions.
Developing and implementing playbooks and scenarios for fallback, recovery, escalation, and adjustment.
Preparing and substantiating go/no-go decision-making prior to go-live.
Directing and coordinating activities during go-live and hypercare.
Monitoring incidents, customer impact, service levels, availability, quality, and employee workload.
Collaborating intensively with operational teams, product teams, IT teams, and other stakeholders.
Providing knowledge transfer, documentation, and sustainable assurance within the line organization.
Creating structure, accelerating decision-making, and converting bottlenecks into concrete actions.