IT Service Management Engineer @ING Hubs Romania

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from Bucharest.

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged. 

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you? 

The Mission

We as Service & Delivery enhance operational reliability and efficiency by implementing, optimizing, and governing ITSM processes across multiple domains, ensuring consistent service delivery and operational excellence.

We coordinate, monitor, and report on change activities while facilitating the planning, execution, and oversight of cross-platform resilience initiatives, including DDoS simulations, disaster recovery testing, and business continuity exercises. We collaborate with global process owners, service providers, and SRE teams to ensure alignment on processes, best practices, and supported tooling.

As part of the Service & Delivery team, you will help implement and improve IT Service Management processes, governing change and configuration management activities, and supporting resilience initiatives. You will work closely with engineering teams, service providers, and stakeholders to drive operational excellence, standardization, and continuous improvement, ensuring reliable and efficient service delivery.

Your day to day

• Configuration Manager: Maintains the integrity of configuration data by governing CMDB processes, ensuring accurate tracking of configuration items and dependencies

• Change manager: coordinates all change activities/initiatives within the organization and is responsible for the overall quality of the change management process by ensuring that requested changes meet business standards and objectives.

• Facilitates centralized planning and execution of DDoS simulation, Disaster Recovery test.

• Drives the adoption of standardized support processes, tools, and best practices across teams, ensuring a scalable, efficient, and consistent support model while fostering continuous improvement.

• Community manager for our Ops Engineer community by chairing regular meetings for knowledge sharing, Ops Community events and communicating platform updates (relevant announcements, incident, root cause analysis, etc.).

• Leads initiatives to standardize and improve ITSM processes, ensuring alignment with organizational objectives and industry best practices.

What you’ll bring to the team

• Strong knowledge of ITIL practices and service management principles.

• Experience implementing and improving ITSM processes across teams.

• Experience with Configuration Management (CMDB), Change Management, and configuration governance.

• Knowledge of Change and Configuration Management processes.

• Experience coordinating change activities and conducting risk and impact assessments.

• Knowledge of support processes, operational tooling, and service management platforms.

• Experience supporting Disaster Recovery testing and operational resilience initiatives.

• Strong analytical skills with the ability to define and report on operational metrics and KPIs.

• Demonstrated ability to drive process standardization, automation, and continuous improvement.

• Great organizational, project, and time management skills.

• Excellent stakeholder management and relationship-building skills.

• Strong communication, presentation, and facilitation abilities.

• High attention to detail and strong problem-solving skills.

• Good to have but not mandatory: ITIL Foundation V4/V5 certification; previous experience with Service Now, Azure DevOps.

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