Service Manager V
Service Manager V
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Salary Not Disclosed
1 Vacancy
Job Description
We are looking for an analytical thinker who is a team player technically passionate customer- and solution-focused and self-driven. You need to have a positive can-do mindset strong organisational skills and demonstrate the Orange Code.
The Team
You will be working in the COO Tech & Transformation Service Management team supporting the Tech global services in an international environment. Although the function is based in the Netherlands the providers teams can be located in different countries and services are consumed across multiple ING countries.
The Service Management team is centralized under the COO T&T (part of CTO) to ensure a standardized way of working. We adopt a collaborative approach supporting Service Owners in the roles of Service Provider or Service Consumer in Intra-Group Intra-Entity and Third-Party contracting. We participate in the Sourcing Community and lead the Service Management Guild. We aim to bridge the gap from our central organisation to the diverse Tech domains across the ING group. This means youll be at the forefront of driving centralized improvements while ensuring local implementations remain agile relevant compliant and efficient.
Roles and responsibilities
The IT Service Manager acts as a trusted advisor and expert in service management-related matters. We represent both the service delivery organisation towards its consumers as well as the consumer to its providers to ensure the services are consumed and managed correctly meet its contractual obligations and deliver value. We advise and support the Tribe Lead(s) and the delivery organisation in providing mature reliable secure and compliant services throughout their entire lifecycle. We contribute to the continuous improvement of tools processes and procedures used by the organisation.
Key Responsibilities:
Support the definition of services and record services in the Service Catalogue.
Oversee service contracts provide expertise and support from initiation to renewal or termination.
Ensure the service governance is defined and implemented.
Work with Risk Finance Tax Legal Compliance and Procurement stakeholders to ensure our contracts and services are compliant with regulations and policies.
Monitor consumer/provider/vendor performance against agreed SLAs and KPIs.
Monitor risks including business continuity and service disruptions.
Communicate contract performance compliance and issues to senior management and other stakeholders.
Support audits to ensure compliance and quality.
Identify areas for service improvement and drive corrective actions.
Act as the day-to-day point of contact for your (internal) consumers.
Push the transition across ING to product-led thinking with Digital Products and Digital Contracts.
Key Deliverables
Services maintained in the Service Catalogue
Risk profiling forms (Decision Tree RCSA)
Statement of Service and amendments (SoS)
Intra-Entity Service Agreements (ISA)
KPI reporting
Sourcing Dashboard
Service Review meetings
Strategic Service reviews
In-Control Statements
How to succeed
We hire smart people like you for your potential. Our biggest expectation is that youll stay curious. Keep learning. Take on return well back you to develop into an even more awesome version of yourself.
As a Service Manager you:
Are an expert on Service Management and Contract Management and have a firm understanding of concepts and methodologies such as ITIL4 IT4IT Product-Led Thinking etc.
Understand and apply the processes tools practices of the Service Management team.
Develop an in-depth understanding of your domain stakeholders services suppliers consumers interdependencies etc.
Anticipate and balance the needs of multiple stakeholders and (internal) clients.
Manage and make sense of complex high quantity and sometimes contradictory information from multiple angles to effectively solve problems.
Ideally youll have:
Education at Bachelors/Masters level with a strong technical background in IT
Service Management in IT: 3 years
IT Risk Management: 2 years
Thorough understanding and experience (3 yrs) of Contract Management/sourcing preferably within the financial sector
Experience working in a banking environment
Ability to function well within an Agile environment
Experience/affinity with Product Area(s) and Operations and IT is a plus.
Functional competences for this function are:
Professional expertise and market focus: You have the necessary technical skills to perform the job. You take steps to stay informed of new trends and developments and take this into account in your decision-making. You are recognized as an authority in your specialty.
Communication and Stakeholder Management: You need to bridge the gap between technical teams and business stakeholders. Clear communication negotiation and conflict resolution skills and the ability to translate technical issues into business language are key skills.
Leadership and Team Coordination: Leading cross-functional teams and ensuring alignment across departments is critical. Youll need strong interpersonal and consultative skills.
Rewards and benefits
We want to make sure that its possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.
The benefits of working with us at ING include:
25-28 vacation days depending on contract
Pension scheme
13th month salary
8% Holiday payment
Hybrid working
Personal growth and challenging work with endless possibilities
An informal working environment with innovative colleagues
About us
Curious about how ING empowers people and businesses to move forward Discover what we do and what we can offer you.
Questions
Contact the recruiter attached to the advertisement. Want to apply directly Please upload your CV and motivation letter by clicking the Apply button.
Required Experience:
Manager
Employment Type
Full-Time
