We are looking for a hands-on change manager to support us in the transformation trajectory from Topdesk to ServiceNow. Hands-on consultant who can facilitate and coordinate, not a high-level transformation lead.

Duration: Until the end of the year, with option for extension
Go Live: Scheduled for March next year (with varying intensity leading up to it)
Location & work arrangements:

• At least 1 day per week on site with the client (with the full project team)
• 1 fixed day per week at Cegeka Diegem (together with the internal project team)
• Other days: flexible / remote, depending on project phase and activities
• Workshops and trainings preferably on site

Context of the assignment

The client is in a strategic ITSM transformation trajectory where the existing ITSM tool (Topdesk) is being replaced by ServiceNow. This implementation forms part of a broader maturity leap towards standardized processes, higher governance, and more professional service management.

The change is impactful both in content and organization:
• historically, Topdesk was used in a very pragmatic (and sometimes improper) way;
• ServiceNow introduces a new way of working, process discipline, and clearer roles.

The client acts as the “spider in the web” between various DGO’s (including Fluvius, Ores, Sibelga, …). This context brings high complexity:
• multiple stakeholders and interests;
• stringent gating and decision-making processes;
• multiple boards and formal decision moments.

Within this context, an experienced freelance Change Manager is sought to professionally guide adoption, communication, training, and embedding of the change.

Change approach

• The organization is strongly ADKAR-oriented
• ADKAR is clearly “the language they speak”
• Analysis of impact and risks has already been conducted
• The Change Manager builds upon this and translates it into concrete adoption actions

Purpose of the role

Achieving measurable and sustainable adoption of ServiceNow and associated ITSM processes for internal and external users by:

• structured stakeholder management;
• clear change and impact analyses;
• targeted communication and training;
• embedding the new way of working in the operational reality.

Responsibilities | Assignment content

• Executing and refining a stakeholder analysis within a complex multi-stakeholder context
• Translating existing impact and risk analyses into concrete change actions
• Developing and executing an integrated change plan according to ADKAR:
- Awareness & Desire
- Knowledge & Ability
- Reinforcement
• Coordinating and executing change activities, including:
- stakeholder management across different entities
- communication initiatives (NL / EN, occasionally FR)
- workshops, info sessions, and trainings (preferably on site)
- measuring and monitoring adoption and impact
• Drafting and executing:
- a communication plan
- a training and education plan
• Close collaboration with:
- ITSM and ServiceNow teams
- project and program management
- business stakeholders
- external partners
• Reporting on progress, risks, resistance, and adoption rate

Profile – Must haves

• At least 3 years of demonstrable experience as Change Manager within IT or software implementations
• Hands-on profile, not a (high level) management profile
• Experience with ITSM transformations and/or ServiceNow implementations
• Very strong, demonstrable practical experience with ADKAR (must have)
• Experience in environments with high governance and complex decision-making
• Hands-on experience with:
- workshops
- trainings
- stakeholder communication
• Language requirements:
- Dutch: fluent
- French: good understanding is sufficient
- English: professional (part of the communication)

Profile – Nice to haves

• Experience within multi-entity or regulated environments
• Knowledge of additional change models:
- Kotter
- Lewin
- McKinsey 7S
• Affinity with service management organizations and processes

Skills & Competencies

• Strong in stakeholder management at various levels
• Facilitative, coaching, and connecting
• Pragmatic and result-oriented
• Independent, proactive, and stress-resistant
• Comfortable with changing project dynamics (peaks toward Go Live)