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Open nowPosted 12 hours ago

Implementatie Manager (m/v/x)

EVERIENCE355 open roles

Where
Utrecht, UT, Netherlands
Work mode
Hybrid
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Your applicationOpen nowImplementatie Manager (m/v/x)EVERIENCE · Utrecht, UT, Netherlands

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on EVERIENCE's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market. EVERIENCE postings stay open a median of 12 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.5%14 days
  5. 35.5%30 days
  6. 45.1%60 days
This job: posted 12 hours ago

EVERIENCE median: 12 days open

The posting

Bedrijfsomschrijving

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.

Vacatureomschrijving

Voor een grote klantenserviceorganisatie die voor twee bedrijfskritische veranderingen staat, zoeken we een ervaren Implementatiemanager. In deze rol leid je hands-on de voorbereiding en implementatie van grootschalige transities die zowel klantprocessen, systemen als medewerkers raken. Je zorgt voor een integraal beeld van de operationele gereedheid en verbindt processen, technologie, mensen, kennis, opleiding, capaciteit, communicatie en ondersteuning. Vanuit jouw ervaring met klantenserviceomgevingen en complexe verandertrajecten stuur je op een beheerste livegang, minimale klantimpact en een duurzame borging binnen de organisatie.

Verantwoordelijkheden:

  • Leiden van de voorbereiding en implementatie van complexe veranderingen binnen een klantenserviceomgeving.
  • Opstellen van een integraal beeld van de operationele gereedheid (operational readiness).
  • Definiëren van readinesscriteria, mijlpalen en acceptatievoorwaarden voor kritische onderdelen.
  • Inrichten van governance, monitoring, besluitvorming en voortgangsrapportage.
  • Inzichtelijk maken van eigenaarschap, afhankelijkheden, risico’s en mitigerende acties.
  • Organiseren en coördineren van de klantenservicebijdrage aan ketentesten en end-to-end testen.
  • Vertalen van testresultaten naar concrete verbeteracties.
  • Uitwerken en implementeren van draaiboeken en scenario’s voor fallback, recovery, escalatie en bijsturing.
  • Voorbereiden en onderbouwen van go/no-go-besluitvorming voorafgaand aan livegang.
  • Aansturen en coördineren van activiteiten tijdens livegang en hypercare.
  • Bewaken van incidenten, klantimpact, servicelevels, bereikbaarheid, kwaliteit en medewerkersbelasting.
  • Intensief samenwerken met operationele teams, productteams, IT-teams en andere stakeholders.
  • Verzorgen van kennisoverdracht, documentatie en duurzame borging binnen de lijnorganisatie.
  • Creëren van structuur, versnellen van besluitvorming en omzetten van knelpunten naar concrete acties.

Functie-eisen

  • Uitstekende beheersing van de Nederlandse taal (mondeling en schriftelijk) is vereist.
  • Minimaal 10 jaar ervaring met het leiden van complexe implementaties of transities binnen een klantenserviceomgeving.
  • Ervaring met implementaties of transities binnen een grote klantenserviceomgeving met meer dan 2 miljoen klantcontacten per jaar.
  • Aantoonbare ervaring met implementaties op het snijvlak van operatie en IT.
  • Ervaring met operational readiness, end-to-end testen, acceptatiecriteria, monitoring en go/no-go-besluitvorming.
  • Bewezen resultaat in het opstellen en implementeren van draaiboeken en scenario’s voor fallback, recovery, incidentrespons, escalatie en bijsturing tijdens livegang en hypercare.
  • Aantoonbare ervaring met keten- en stakeholdermanagement in omgevingen met meerdere werkstromen, productteams en operationele disciplines.
  • Ervaring met overdracht en duurzame borging binnen de lijnorganisatie.
  • In staat om gemakkelijk te schakelen tussen regie voeren, inhoudelijke verdieping en zelf uitvoeren om resultaten tijdig te realiseren.
  • Sterk analytisch vermogen gecombineerd met een hands-on aanpak.
  • Verbindende en stevige stijl; creëert eigenaarschap, maakt risico’s bespreekbaar en houdt klant, medewerker en resultaat in balans.
  • In staat zowel op inhoud als op relatie effectief te opereren.

Aanvullende informatie

  • Startdatum: 09-11-2026
  • Einddatum: 09-07-2027

All our positions are open to both women and men and are, of course, open to people with disabilities.

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  1. A CV for this posting

    Written against EVERIENCE's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on EVERIENCE's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    EVERIENCE's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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