Service Manager

Key Responsibilities

• Creation, Set-up and Maintenance of Service Management Documentation: You’ll be responsible for developing and maintaining all necessary documentation related to service management process. This will include creating templates, guidelines, and procedural documents to ensure consistency and compliance across the organization.
• Reporting: You’ll generate and maintain reports like compliance, KPI, volume and service level agreement
• Service Review Meetings: Facilitating service review meetings with relevant stakeholders from multiple locations to discuss service performance, issues and upcoming activities.
• Aligning Demand for New and Existing Activities: Working closely with multiple stakeholders to understand requirements for new and existing services. You have to make sure that services are align with the process framework.
• Communication and Collaboration: You are expected to have above average communication skills as you will closely work with multiple stakeholders, fostering collaboration and maintaining alignment on service management framework.
• Application of ING Sourcing Framework: Ensuring compliance to the ING Sourcing Framework. This will include providing guidance and support to service owners.

Key Capabilities/Experience

• College graduate with at least 3 years of relevant work experience in service management
• Stakeholder Management – experienced in dealing multiple stakeholders.
• Communication Skills
• Collaboration and Teamwork
• Critical Thinking
• Reporting

Minimum Qualifications

• College graduate with at least 3 years of relevant work experience in service management and/or BPO.
• Detail oriented, well organized and punctual person, ensuring correct documentation, timely follow up – clean reporting.
•  Good communication skills, able to communicate clearly and consistently in different contexts and cultures with assertiveness. 
• Proactive and has can do mentality and assertive.
•  Great initiative and creativity, collaboration; working well with global teams - Step in discussion, challenge stakeholders and creative finding alternative.