Lead a strategic initiative to improve access to public services
A senior Program Manager is sought to lead and coordinate a strategic accessibility program aimed at improving how citizens access and interact with public services. The role focuses on structuring, managing and aligning several initiatives designed to enhance physical, telephone, digital and informational accessibility.
Working closely with strategy teams, the PMO and operational departments, the Program Manager ensures that projects are aligned, effectively governed and delivered with measurable impact.
Role Overview
The Accessibility Program consolidates multiple initiatives into a structured transformation roadmap designed to improve the citizen experience and ensure services are accessible to everyone.
The program focuses on five key pillars:
- Physical accessibility: improvement of front-office services, walk-in reception, multilingual ticketing and reduced waiting times.
- Telephone accessibility: improved response times, call performance monitoring and optimized service hours.
- Digital accessibility: development of online services, digital forms, request tracking, self-service solutions and digital inclusion initiatives.
- Information & communication: clearer information, consistent communication and website improvements.
- Image & trust: stronger communication channels, citizen feedback mechanisms and engagement initiatives.
Key Responsibilities
- Structure and lead the overall accessibility program.
- Define priorities and maintain a clear program roadmap.
- Establish a pragmatic governance framework including steering committees, reporting and risk management.
- Supervise and coach project managers involved in the program.
- Coordinate collaboration between strategy, PMO, operations and communication teams.
- Monitor key performance indicators such as response times, service accessibility, citizen satisfaction and digital adoption.
- Produce strategic deliverables including program documentation, decision notes and progress reports.
- Ensure clear internal communication regarding program progress and outcomes.
Profile
Experience
- Proven experience in program management or complex multi-project environments.
- Experience coordinating cross-functional initiatives.
Skills
- Strong expertise in program and project management methodologies.
- Experience with governance frameworks, reporting and risk management.
- Strong stakeholder management and leadership skills.
- Ability to coach and mentor project managers.
- Pragmatic and results-driven mindset.
Languages
- French – professional working proficiency required
- Dutch – professional working proficiency required
Working Environment
- Hybrid working model combining on-site presence and remote work.
- Close collaboration with leadership, project managers and operational teams.
Interested?
Professionals with strong program management experience and a passion for improving public services are encouraged to apply.
Interested candidates are invited to submit their CV to be considered for this strategic opportunity.
Opportunities are numerous. From bare applications development to of IT infrastructures management including conception, architecture and requirements analysis.
Although open to technologies used by our customers, ABAKUS IT-SOLUTIONS seeks mainly but not only consultants mastering: Windows and Linux Servers, networks, developments (JAVA, SAP, .NET,…) as well as highly specialized experts for example in cybersecurity or in Content Management System (CMS) (SharePoint, Drupal, WebLogic…).
In terms of non-technical competencies, ABAKUS IT-SOLUTIONS hires dynamic persons, open to the world, interested by innovation and having a keen sense of client relationship.
A very good command of English is essential, the capacity to speak French, German or Dutch is an asset.
Even though most of our positions require at least 3 years of experience, some are open to new starters.
