IT Service Manager Enterprise Content Services at ING Tech – Group Services
ING is looking for an enthusiastic IT Service Manager for the area Enterprise Content Services. You will be working for Group Services, part of the ING Tech organization. Within Group Services, Service Managers are team-players that are technically passionate, proud of their craft, solution-focused and broadly developed. Our Service Managers have a positive can-do mind-set and they live the Orange Code Behaviour. We are looking for a Service Manager with strong organization skills, who is self-driven, who gladly goes the extra mile, to be viewed as “trusted advisor”.
ING Tech supports all commercial activities for retail and commercial banking as well as corporate staff by providing the necessary IT systems and infrastructure to do this. Group Services is one of the Tech domains and supports corporate staff such as Finance, Risk, HR, Corporate Communications, Corporate Real Estate and Facility Services and Procurement. Group Services is changing into a global organization, supporting the services of the bank that are offered bank wide such as e.g. KYC and ECM. Hiring Manager is Marry Klaver, Head of Generic Support.
What will you do?
You conduct regular Service Review Meetings with Service recipients. Monitor contracts with internal and external suppliers. You are responsible for contracting and finance of related Services. Keep the Service Catalogue up-to-date, create and maintain service descriptions of services, draft and get agreement on Statement of Services (SoS). Ensure that the content of the SoS's is aligned with internal and external suppliers. Support the Financial Dynamic Planning (MTP) with Asset owner and IT Infra. Monitor IT Service Costs and advise IT custodian / Service Owner accordingly.
You support the continuous improvement of Services by supporting the IT custodian and/or Service Owner in making sure that squads and/or external suppliers comply to agreed service levels. You ensure alignment between new needs, existing service levels and non-financial risk requirements on behalf of IT custodian and/or Service Owner. You will take the lead in describing the service levels.
You support the delivery of Secure and Compliant Services by monitoring compliance to IT risk & security policies and minimum standards on a tactical level of DevOps teams or SaaS suppliers. You provide support in solving impediments. You draft and get agreement on In Control Statements. You liaison with Risk 1st & 2nd Line of Defence (IRM). You report risk status to IT custodian and/or Service Owner. In addition you support the DevOps teams to embrace the ING security policies with your knowledge and best practices.
You support in setting up new Services or the on-boarding of new applications. Support IT custodian / Service Owner in arranging funding for new Service. Create charging model for new Service. Support IT custodian / Service Owner in defining organizational changes (service operating model) for new Service.
You are able to manage compliancy to ING’s IT security and compliance policies
Who are you?
You are a driven Service Manager applying processes, tools and methods, with great understanding of business practices and approaches. You are an expert in building relationships/ team working, resolving conflicts and problems with strong influencing and persuading skills. As a Service Manager you have great communicating/listening skills and strong in gathering information without losing your focus on your customers. You bring positive energy to the team and have very good social and communication skills. This leads to great performance.
Your education, experience and background
Education at Bachelor/Master level with a strong technical background in IT.
Service Management in IT: 3 years
IT Risk Management: 2 years
Experience working in an Agile organization and banking environment
Teamwork, entrepreneurship and stakeholder management are the core competencies of the Service Manager. It is important that you work well with people and share information that is important for others. You are open to the input of others and you are prepared to learn from them. You place the importance of common goals above personal goals.
Professional expertise / market focus: A Service manager has in depth knowledge on specific areas. You have the necessary technical skills to perform the job. You take steps to stay informed of new trends and developments and take this into account in your decision making. You are recognized as an authority in your specialty.
Customer focus and customer interest is paramount: A good Service Manager knows the customer’s business and puts forward proposals that reflect the customers interests. The solutions you propose are aligned with the team and client.
Performance Motivation: a Service Manager tries to continuously improve the performance of the IT service provided. A continuous focus on improving personal performance and that of his or her team. Strives to achieve high work standards - is not satisfied with average levels of performance.
Persuasiveness: A successful Service Manager is persuasive. You can tune in to the interests or level of discussion of your partner. You are able to use arguments that appeal to the discussion partner; you present your arguments in measured doses at crucial moments. At the higher job levels you must influence higher management and different stakeholders.
You are a role model of the ING Orange Code :
o You are always a step ahead
o You take it on and make it happen
o You help others be successful