Business Process Manager

28-04-2026

3.041 - 4.344

Junior, Medior

The Hague

As a Business Process Manager at NN, you lead IT Service Management process improvements (Incident, Problem, Change), align with business units, IT teams and countries, embed optimizations, report performance, and advise the Product Owner on prioritizing strategic initiatives.

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Business Process Manager

Role purpose: Lead the design, optimization, and governance of end-to-end business processes to improve efficiency, quality, compliance, and customer outcomes. Partner with cross-functional stakeholders to translate business needs into scalable process solutions.

Core responsibilities

Map, document, and maintain current-state and future-state processes, workflows, and controls.
Identify bottlenecks and root causes; define and prioritize improvement initiatives based on impact and feasibility.
Facilitate workshops with business, operations, IT, and compliance teams to align requirements and process standards.
Develop process governance, KPIs, SLAs, and reporting to monitor performance and drive continuous improvement.
Lead change management activities, including communication, training, and adoption support.
Partner with technology teams to support automation and system enhancements (e.g., BPM, workflow, RPA) and ensure requirements traceability.
Ensure processes meet regulatory, audit, and risk requirements; maintain documentation and evidence.

Required skills and qualifications

Process improvement: BPM, Lean, Six Sigma, value stream mapping, SOP development.
Analysis: data-driven problem solving, KPI design, root cause analysis, requirements gathering.
Tools: process modeling (e.g., BPMN), documentation, and reporting tools.
Communication: stakeholder management, facilitation, clear documentation, executive-ready presentations.
Project delivery: planning, prioritization, risk management, and cross-functional coordination.

Success measures: measurable cycle-time reduction, improved quality/compliance, increased automation, and sustained process performance through governance.

Reliability is of utmost importance at NN, and as a Business Process Manager (BPM), you play a vital role in ensuring this. You work closely with all NN Business Unit, IT Teams and NN countries to ensure that the process runs smoothly and establish an excellent process. So, are you an enthusiastic pioneer in the field of process optimization and do you know how to get others on board? As a Business Process Manager, you play a crucial role in making processes more efficient and optimizing the service for our customers.

What you’re going to do

As the Business Process Manager, you are the central figure regarding IT Service Management Processes, such as Incident, Problem and IT Change Management. Together with your fellow ITSM BPM’s, you work towards designing new, or improving the existing IT service management processes and report on the process's performance. In this way, you and your ITSM team contribute to the reliability of NN's IT landscape and provide high-quality service to NN as a whole.

You are someone who knows exactly what they want and need. If it's not immediately available, you'll take care of it yourself. Whether it's acquiring knowledge or taking steps forward, you bring an enormous positive energy and ask the right questions, keeping everyone, including your manager, focused. Thanks to your strong personality, IT Service Management knowledge, and experience, you are a valuable sparring partner. People enjoy being around you because you inspire them from this strength and involve them in continuous optimization, both in English and preferably Dutch. Additionally, knowledge of ServiceNow ITSM is a plus!

Realistic Results:

Interaction with stakeholders: you are the connecting factor when it comes to process improvements and take the lead to embed process improvements
Optimization: you proactively look for process optimization and innovation. You advise stakeholders with proposals for continuous improvement. You independently and successfully implement process improvements in the chain
After you have analyzed the processes and created an overview, you advise the Product Owner in prioritizing the strategic projects that contribute to improving customer service or reducing costs

What we offer you

NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We match this with employee benefits that are in line with what is needed today and in the future. This way, we offer our employees the opportunity to get the best out of themselves. We offer you:

Salary between €3,041 and €4,344 based on 36 hours and depending on your knowledge and experience
13th month and holiday allowance are paid with your monthly salary
27 vacation days for a 5-day working week and one Diversity Day
A modern pension administered by BeFrank
Plenty of training and learning opportunities
NS Business Card 2nd class, which gives you unlimited travel, also privately. Do you prefer to travel with your own transport? Then you can declare the kilometres travelled
Allowances for setting up your home office and for internet use

We work hybrid at NN. Together with your team, you decide where, how and when you work. The official location of this job is The Hague.

Who you are

Around 4-5 years of experience as an ITIL Process Manager, owner or BPM
Knowledge and experience with ITIL processes (ITIL V3, ITIL 4)
A strong sense of energy and a results-oriented approach

Will you be our new colleague?

If you are enthusiastic about this vacancy and think that you would be a good fit for the team at NN, we would like to invite you to apply. We are very keen to find out who you are, what motivates you and what you can contribute to this role at NN.

Who you will work with

You will be working with driven, enthusiastic, and professional colleagues who value collaboration very highly. Doing activities together, such as having a drink or lunch, is highly valued. Each team member have expertise in certain processes and is eager to learn from and strengthen one another. The team currently consists of seven colleagues (including the Product Owner) and is very divers. Will you contribute to the team's knowledge and growth by being our new colleague?

Any questions?

If you have any questions about the job, you can reach out via phone or WhatsApp to Ingrid Kuijs, Manager Process Foundation via +31 6 30485627. Any questions about the process can be directed to Bianca Schaareman (Talent Acquisition Specialist) via [email protected].

This is a permanent position. A candidate will receive a contract from NN and we are not open to interim/freelance assignments and/or candidates or recruitment agencies. Thank you very much for your understanding.

Bij NN geloven we dat onze kracht ligt in het omarmen van de volledige diversiteit van de mensheid. We erkennen en waarderen ieders uniciteit en bijdrage, wat ons in staat stelt om te groeien: als individu, als team en als organisatie.

Diversiteit, Gelijkheid en Inclusie zijn verankerd in onze cultuur, die wordt geleid door onze kernwaarden: care, clear en commit. Deze waarden helpen ons om een werkomgeving te creëren waarin iedereen zich welkom, gerespecteerd en trots voelt om deel van uit te maken.

Be you. You have our support.