Service Manager

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 provider's 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 you’ll 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 you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll 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, you’ll have:

• Education at Bachelor's/Master's 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. You’ll need strong interpersonal and consultative skills.

Rewards and benefits
We want to make sure that it’s 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.