Contract & Service Manager

Job Overview

The role has global and bank-wide scope with continuous interactions with all business partners. Working in Service Level Management means that you’ll intensive service management skills to bring clarity, transparency, and control over our services. Processes within this role adhere to ING framework to ensure it is correctly applied; and will provide input and assistance in further maturing and rolling out the framework. The job demands a strong focus on engagement and collaboration with Service Providers and Receiving ING entities globally to drive improvements, compliancy, and quality to the service life cycle.

Service Management is part of ODCR domain under COO hierarchy reporting to a Team Lead and functionally to a Service Owner from the Head Office.

Key Responsibilities

• Coordinates with the business partners globally and with the business teams locally in setting up the service management documentation and reporting requirements of services delivered towards the group.
• Managing timelines for delivery of documentations so that migrations of new are not blocked on service management.
• Report on progress, impediments, and results towards the global team
• Capturing and reporting on concerns related to the framework; provide proposals for improving it.
• Preparing, maintaining, and delivering service management reports for reporting to stakeholders
• Organizing country calls and touch points with Service Owners and Sourcing Contact per country.

Key Capabilities/Experience

• A professional and mature individual displaying the following behaviors:
• Ability to take responsibility and get results based on facts and data; managerial courage to question and make decisions.
• Ability to work successfully in multiple countries and make sure different cultures work together as one team: considering different habits, beliefs, languages, time-zones, etc.
• Strong organizational sensitivity: ability to understand and consider the underlying issues, opportunities and dynamics of an international organization with multiple functional lines and hierarchical lines and deal with multiple (sometimes conflicting) interests.
• Ability to display style flexibility to adapt plans, approach and behavior to different needs, cultures and situations.

Minimum Qualifications

Experience: At least 5-7 years of experience in service management, project management and customer service

Skills & Competencies:

• Problem Solving skills -Ability to quickly adapt and implement effective solutions.
• Negotiation/Communication Skills – Intensive background in stakeholder management and interaction with decision heads and leaders of the organization.
• Analytical Skills: Ability to analyze service metrics and derive actionable insights for improvement.
• Organizational Skills: Strong Multitasking abilities to manage various service-related tasks and projects.
• Design Thinking & Continuous Improvement capabilities.

Certifications ( Optional but preferred )

Operational Excellence

Six Sigma Green Yellow – Green Belt

PMP Project Management