Service Manager

Your role & work environment:

The Service Level Manager acts as a trusted advisor in service management related matters, representing the service delivery organization towards its customers and suppliers, while advising and supporting the (IT) (Area) Lead(s)(s) and the delivery organization in providing mature, reliant, secure, and compliant services throughout their entire lifecycle, and contributing to the continuous improvement of tools, processes and procedures used by the delivery organization..

The Service Level Manager is part of the central Service Management team within the CIO- Office support organization, that delivers services to several domains within the IT- organization. The Service Level Manager reports to the Chapter Lead.

Your key responsibilities:

• Manage a portfolio of Third Party and Intragroup contracts / services and negotiate service-level agreements. Will also plan, coordinate, and supervise activities relating to major contracts
• Identify contract requirements and write specifications for existing contracts and/or new contracts.
• Advises and supports the (Tribe)(IT)(Area)Lead(s), Product Manager, and the delivery organization in providing mature, reliant, secure, and compliant services throughout their entire lifecycle
• Monitors performance and cost (drivers) against agreed SLAs and KPIs, invoice vs. actuals, monitor risks, including business continuity and service disruptions
• Contributes to the continuous improvement of services as well as the tools, processes, and procedures used by the delivery organization
• Monitors compliance with ING processes, policies, control standards, and procedures. Identifies and addresses any deviations and areas of inefficiency
• Ensure the service governance is defined and implemented
• Address and resolve escalations or disputes related to service delivery
• Ensure regular reviews are held and support audits to ensure compliance and quality
• Monitor risks, including business continuity and service disruptions
• Ensure close collaboration with CoE Sourcing, OpRes, Procurement, Legal, CISO, SRE, and other key stakeholders.

How to succeed:

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Service Level Manager you will also need:

• to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues.
• to build strong customer relationships and delivers customer-centricsolutions. For example, keeps in contact with customers to ensureproblems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas
• to be comfortable with complex policy, process, and people-related organizational dynamics. For example, has a firm grasp on organizational culture and politics; connects with key stakeholders and knows when to bring something to their attention
• to plan and prioritize work to meet commitments aligned with organizational goals. For example, stay focused on plans and improvise in response to changes, including risks and contingencies. Aligns own team's work with other workgroups'.
• to have a master level or equivalent by experience
• up to 5 years of relevant work experience in a similar environment and industry
• to have a good knowledge of English (and knowledge of French or Dutch)
• to be multi-task and set and manage priorities yourself

Die ING ist eine globale Bank mit über 60.000 Mitarbeitenden. Wir sind für rund 38 Millionen Privat-Kundinnen und Kunden sowie für unsere Geschäfts- und Firmenkunden in über 40 Ländern da. Wir sind bunt, vielfältig, digital und stolz darauf. Lust uns kennenzulernen? Dich erwartet eine Kultur auf Augenhöhe, flexible Arbeitsweisen und die Chance, mit einem Job wirklich etwas zu verändern. Denn als globale Bank berühren wir das Leben von Millionen Menschen und wir streben danach einen positiven Einfluss auf die Gesellschaft und auf unseren Planeten zu haben. Selbstbestimmtes Arbeiten ist unser täglich Brot: Wir vertrauen unseren Mitarbeitenden und ermutigen sie, ihr Ding zu machen – also ihre Karriere so zu gestalten, wie es für sie am besten ist. Wir sind mehr als ein Arbeitgeber – wir sind innovativ, lösen Probleme, sind immer einen Schritt voraus und setzen uns dafür ein, einen echten Unterschied zu machen. Egal, ob Du gerade Deine Karriere startest oder die nächste große Herausforderung suchst, wir haben viele Jobmöglichkeiten, die Dich inspirieren und über Dich hinauswachsen lassen. Deine Zukunft bei der ING beginnt mit einer Bewerbung. Bist du bereit, Teil der ING zu werden? Wir haben viele Jobmöglichkeiten, die zu Deinen Fähigkeiten und Ambitionen passen! Verwende die Filter unter der Suchleiste, wie Standort und Jobtyp, um die perfekte Stelle zu finden. Starte jetzt mit der Suche und finde heraus, wohin Dich Dein nächster Karriereschritt führen könnte!