IT Area Lead – Employee Workplace Support Services and Experience

Do you love problem solving and take pride in creating outstanding employee experiences? Are you an optimistic and compassionate person who thrives off helping others be successful? If yes, we are looking for you to join our team and help improve the products and services we offer to our employees.

We are Global Digital Workplace at ING and we deliver digital workplace services for 60,000 colleagues worldwide. We ensure that our colleagues can work simple and safely with any device, wherever they are at home, in the office or in another country. Specifically, we provide laptops, (virtual) desktops, mobile and fixed telephony, video conferencing, digital workplace software (e.g. Outlook, SharePoint, Windows and Office 365). We also provide the infrastructure and support for these services.

This department is also responsible for leading employee support operations and employee service experience. The purpose of these initiatives is to improve overall employee satisfactions by providing simple and easy-to-use digital services and experiences.

The Global Digital Workplace organization consists of more than 100 talented engineers and customer journey experts, who are working together to deliver and own best in class services and experiences for our employees. Within Global Workplace there are three Areas: Microsoft 365 services; Modern Management (endpoints); Employee Suppport Services & Experience. Each of these Tech Area is headed by an IT Area Lead. The IT Area leads report to the Global Tech Lead. Together with other Area Leads and Global IT Lead, you are part of the Leadership Team for one of the domains. We are looking for somebody acting as IT Area lead with broad knowledge and experience.

Roles and Responsibilities

A successful IT Area Lead

• Creates an awesome atmosphere in which everyone feels appreciated and heard, and where everyone enjoys their work.
• Gets things done within their area of expertise and cross-domain.
• Actively peers with the other Area Leads and Tech Lead on the delivery and priority of the work.
• Uses his/her skills to attract and retain the best talents and create the best culture in Agile way of working.
• Values engineering craftsmanship and develops craftsmanship of the employees working in his/her respective area. Provides high-level strategic guidance to their direct reports (either individuals or middle-managers).
• Keeps IT budget and headcount related to the area in control.
• Encourages innovative thinking, for instance by stimulating our own conferences.
• Makes sure that we keep our commitments to risk, security and compliance.
• Positively contributes to improving the larger IT Organization
• Is an active member of the Global Workplace Management Team in terms of strategy development and delivery of department’s commitment

IT Area Lead is an ambassador for the ING culture (Orange Code) and meets the requirements of the associated manager's conduct profile. This role requires emphasis on the following:

• You are an AWESOME leader
• Being inspiring and exude energy and passion
• You’re a doer at heart and are always motivated to get things done
• You have a ‘no-excuse’ mindset
• Excellent strategic management / decision taking skills
• Empowering people management style
• Mindset of openness and willingness to try new ways of working
• End-to-end ownership mindset
• A degree in a technical or business discipline
• Proven experience in IT / Employee Experience management, preferably in a complex matrix organisation
• Experience in an Agile context
• Strong leadership and people management skills
• Having a continuous improvement mindset
• Are a role model and an ambassador for our culture in cross departments
• You shine!

What will you do?

• Team Leader:
  • You manage the IT Area for Employee Support Services & Employee Experience (~25 employees located in The Netherlands, Poland, and Philippines).
  • You have 2 team managers reporting to you: one responsible for ‘employee support operations’ and one responsible for ‘employee experience / customer journey’.
• Employee support operations:
  • You are responsible for providing support to ING colleagues worldwide via a Global IT Workplace Service Desk (located in Portugal), On-Site support in The Netherlands, VIP Support to Board members and Senior Leadership, Service Managers, Business Intelligence.
  • Your team analyzes tickets trends, incident causes and users dissatisfactions in order to create self-service solutions as well as improve the overall employee experience.
  • You innovate the way we interact with our employees by moving from a traditional IT service-desk into a digital “desk-less” model (including GenAI and self-service capabilities).
  • You transform our service operating model from traditional SLA (Service Level) into XLA (Experience Level) focused.
• Employee Experience / Customer Journey
  • You are responsible to steer the customer journey team to design and implement simple, easy, instant and relevant employee journeys.
  • You make sure the employees’ voice is translated into the innovative and customer-focused improvements you and your team create.
  • You are responsible for the overall employee satisfaction and you manage the customer feedback loop from beginning to end (incl. NPS survey, NPS call-back, data analysis and reporting) together with Customer Journey team, Service Managers and Business Intelligence team.
  • You drive employee adoption of digital workplace services and their proficiency at using multiple digital tools.
• Chief of Staff to IT Lead of Global Workplace Services
  • You act as the Chief of Staff for the IT Lead ensuring the development and execution of strategy.
  • You are responsible for key support functions within the department (finance, contract management, internal communications).
  • You establish and monitor quality metrics and constantly strive to improve quality and efficiency of the Global Workplace Services and support provided to our employees worldwide.
  • You support the Global IT Lead with board presentations, business cases, and storytelling.
• Develop and maintain effective relationships with senior leadership from HR, Facility Management, Corporate Communication and Tech to deliver a superior employee experience together.
• You manage dependencies and cooperate closely with other squads and stakeholders, solving impediments.
• You have strong understanding of customer centricity, customer journey, design-thinking, product ownership and communications.
• You have experience with managing complex projects with a lot of stakeholders.
• You have a strong affinity with IT and are well informed about the various digital products, services and ecosystems.
• You quickly master a subject and know how to get things done.
• You have experience in coordinating, guiding and implementing new digital customer functionalities.
• You are extremely customer experience driven and use data for your decision making.
• You’re adaptable and reasilient.
• You can easily work with uncertainty and are capable of handling changing priorities. 
• You dare to actively ask for help and feedback and to give feedback to others.

Please keep this in mind

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ING we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

At ING, we have a hybrid mode model where people have the flexibility to work from the office and from home to have a better work-life balance.

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.

What do we offer?

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at http://careers.ing.com/en/benefits-NL

The benefits of working with us at ING include:

• A salary tailored between: €7.125 - €11.331
• 24-27 vacation days depending on contract.
• Pension scheme.
• 13th month salary.
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary.
• 8% Holiday payment.
• Personal growth and challenging work with endless possibilities.
• An informal working environment with innovative colleagues.
• Work Agile, so new ideas come to life faster.

Questions?

Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse, and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.