Global HR Vendor and Service Management Expert

Global HR Vendor and Service Management

We’re looking for a proactive and collaborative Vendor and Service Manager to help ensure smooth, compliant and high-quality service delivery across our global HR and intragroup service landscape.

In this role, you’ll combine strong organisational and communication skills with an ability to manage multiple stakeholders, coordinate service reviews, maintain contract documentation, and support continuous improvement across our service catalogue and HR vendor ecosystem. You’ll thrive in an environment where accuracy, follow-through and stakeholder alignment truly matter.

The Team

You will join a team that connects HR, Global Services, Finance, Procurement and external vendors to keep our services running effectively. The environment is dynamic, international and collaborative. You’ll work closely with Service Owners, HR contract managers, Procurement, and process experts — ensuring our services and partnerships deliver best-in-class outcomes for colleagues and customers.

Roles and Responsibilities

The role will be a mix of Vendor and Service Management with a focus on a particular sub-area within Global HR.

Vendor Management

• Support with the onboarding and renewal of contracts and suppliers in line with the Global HR strategy. Confidently negotiate and challenge suppliers on any aspects that do not meet ING’s requirements.

• Facilitate as business lead for RFPs and Procurement exercises, gathering and validating business requirements, confirming budgets, and establishing realistic timelines.

• Review contracts thoroughly, ensuring all documentation aligns with business needs and highlighting any clauses or provisions that may not be favourable to ING.

• Undertake end‑to‑end supplier and service risk assessments, tailored to the nature of the service being provided.

• Take ownership of all contracts and vendors within your scope, ensuring timely renewals and full compliance with ING’s risk and policy frameworks.

• Develop strong, trusted relationships with key stakeholders, acting as the primary point of contact for all contract‑ and vendor‑related matters.

• Ensure alignment with regulatory, compliance and NFR requirements supporting follow‑up and remediation activities from a third‑party/vendor perspective.

• Support regular supplier performance reviews by validating SLA/KPI adherence, capturing stakeholder feedback, and driving continuous service improvements and efficiencies.

• Conduct detailed reviews of existing HR contracts, identifying opportunities for optimisation, consolidation, or rightsizing to align with organisational priorities and annual objectives.

Service Management

• Maintain and update the service catalogue (SCAT), ensuring accurate and compliant documentation.

• Coordinate onboarding activities and workflow invitations for Service Recipients throughout the service lifecycle.

• Monitor service performance, support Service Review Meetings, and handle service level and service volume reporting.

• Assist in annual charging activities together with Finance. • Align with regulatory, compliance and NFR requirements (e.g. EBA, DORA, SCHREMS II), supporting follow-up and remediation activities.

• Collaborate with internal stakeholders to problem-solve, improve processes, and keep services compliant and up to date.

• Participate in the Service Performance Boards to meet with countries and service recipients on a regular basis

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.

• University degree and at least 3 years of relevant experience.

• Strong communication skills (written and verbal) in English.

• Experience in service management, HR vendor coordination, contract processes or sourcing/compliance topics.

• Previous experience in HR, procurement, service delivery or contract management.

• Exposure to global or cross‑border environments with a collaborative mindset: you enjoy working with different people and helping stakeholders succeed.

• Organisational and analytical skills with the ability to manage competing priorities. • A pragmatic, solution‑oriented and detail‑driven approach.

• Ability to work effectively in an agile, international environment.

• Affinity with IT systems and process documentation