Programme manager Accessibilité

Mission Overview:

This is a consultancy assignment delivered by Keystone Solutions. You will operate as a Keystone Solutions consultant embedded within the clients organization to lead the Accessibility program. As the Program Manager for the clients Accessibility initiative, you will be responsible for structuring, steering, and coordinating all initiatives aimed at improving the clients physical, telephone, digital, and informational accessibility. You will collaborate closely with the COSI Director, Strategy Team, PMO, and all services involved. All responsibilities and requirements below will be fulfilled under Keystone Solutions consultancy model, working on site at the client and in hybrid mode as required.

About the Accessibility Program:

The Accessibility program aims to ensure an HVW that is truly accessible to all citizens, across five pillars:

• Physical accessibility (REOFYS): walk-in reception, optimization of reception services, multilingual ticketing, reduction of waiting times.
• Telephone accessibility (REOTEL): improvement of response times (<230), monitoring, extension of calling hours.
• Digital accessibility: MDC interface, online forms, track-and-trace, self-service, multilingualism, digital inclusion.
• Information & communication: readability, uniformity, proactive communication, improvement of the website.
• Image & trust: social presence, customer feedback, targeted campaigns.

Existing projects (Acces+ REOFYS, REOTEL, ticketing, digicoach/inclusion coaching, readability, website, social media) are consolidated into a coherent program aligned with BOCA, the Flight Plan 2030, and the decisions of the Accessibility steering committee.

Key Responsibilities:

• Manage the steering group and lead the program end-to-end: structuring, prioritization, planning, and coherence across projects.
• Oversee project managers and project leads; provide coaching and support their skills development.
• Set up appropriate governance: rituals, reporting, risk tracking, dependency management.
• Ensure strategic alignment with the administration contract, the Flight Plan (strategic document), and the roadmap.
• Track KPIs: telephone waiting times, satisfaction, readability, physical accessibility, digitalization.
• Coordinate stakeholders: Strategy Team, PMO, AG/AAG, COSI, ARC, ORG, communication.
• Produce strategic deliverables: detailed roadmap, decision dossiers, progress reports.
• Ensure internal and external communication related to the program.

Specific Context of the Client:

The client is a relatively small public organization with highly engaged teams where collaborators frequently wear multiple hats. As the client temporarily benefits from external reinforcement to execute several essential projects, the Accessibility Program Manager must play a structuring and accelerating role. Pragmatism is key, and in some cases, you will perform tasks not strictly within your scope to unblock situations and achieve results. Key challenges include:

• Ensuring knowledge transfer and coaching to guarantee future autonomy.
• Installing pragmatic governance: light, clear, and sustainable.
• Maintaining roadmap coherence, considering dependencies and priorities.
• Guaranteeing quality without losing execution speed and a hands-on mentality.
• Acting as a mentor to project managers, the customer service process manager, and junior profiles within the PMO/Strategy team.

Expected Deliverables:

• Program scoping dossier.
• Governance structure and rituals.
• Detailed and prioritized roadmap.
• Progress dashboards.
• Strategic notes and decision proposals.
• Consolidated final report.

Required Skills and Experience:

• Proven experience in program management within public or complex environments.
• Expertise in multi-project steering, governance, reporting, and risk management.
• Ability to coach and develop more junior profiles.
• Knowledge of project management techniques (scoping, resource and budget planning, risk management, activity monitoring and coordination) and program management (definition of expected benefits, structuring and prioritization of projects, management of interdependencies, strategic alignment, tracking benefit realization).
• Excellent organizational and communication skills (French/Dutch required).
• Ability to juggle conceptual tasks and concrete delivery. The candidate must be ready to show pragmatism and versatility to provide tangible results.
• Languages: Dutch (active knowledge), French (active knowledge).

Collaboration Framework:

• Reports to: COSI Director.
• Frequent interactions: General Administrator and Deputy General Administrator, Project Managers, Heads of Department, Senior Users.
• Mandatory participation in steering committees and monthly checkpoints.
• Hybrid mode; on-site presence required at key moments and for team coaching. Telework possible.

Candidate Mission Submission:

The candidate attaches a concise text (max. 1000 words) describing how they envision their approach to the mission within the clients specific context. This text may include:

• Approach and phases
• Fundamental principles
• Priorities
• Collaboration management
• Governance and tools
• Knowledge transfer and sharing

Application Attachments:

• CV (max. 3–4 pages) including relevant experience and results.
• Candidate mission text (as described above).
• References.

Contract and Assignment Modalities:

• Duration: 12 months with possibility of extension.
• Presence: 5 days per week.
• Start: April 2026.
• Hybrid mode, with telework possibilities depending on mission imperatives.

Consultancy at Keystone Solutions:

As a Keystone Solutions consultant, you will work primarily on site with the client while benefiting from Keystones frameworks, coaching, and community. You will execute all responsibilities above under Keystones consultancy model, partnering closely with client stakeholders to deliver measurable program outcomes and sustainable capability uplift.

Dynamic Projects:

Join a portfolio of impactful initiatives across physical, telephone, digital, and informational accessibility. Through Keystone Solutions, you will gain exposure to diverse challenges such as reducing waiting times, scaling multilingual services, implementing digital self-service, enhancing readability, and elevating public trust—within a coherent, benefits-driven program.

Learning and Development at Keystone Solutions:

Keystone Solutions turbo-charges your learning with access to best-practice playbooks in program governance, PMO tooling, KPI frameworks, and stakeholder management. You will receive coaching from seasoned leaders and share knowledge within a strong community of practice, accelerating your development while ensuring knowledge transfer at the client.

Career Growth in a Consultancy Framework:

Your ambition will thrive through varied client engagements, opportunities to mentor and be mentored, and the chance to own strategic deliverables such as roadmaps, decision dossiers, and benefit realization plans. Keystone Solutions supports your progression toward greater responsibility and influence across complex public-sector programs.

Keystone Solutions Values in Action:

Being a K-Stone means bringing pragmatism, integrity, collaboration, and measurable impact to every client mission. You will champion light yet effective governance, hands-on delivery, and sustainable capability building, ensuring the client achieves both rapid results and long-term autonomy.

How to Apply:

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.