Service Manager

Job Overview

The candidate is responsible for supporting the business teams in creating, setting up and maintaining all needed service management documentation and reporting for new and existing activities delivered by IBSS Manila. This is a global and bank-wide scope meaning the candidate will have continuous interactions with all business partners – so excellent communication skills are vital. As part of the global Frameworks and Control team, the candidate ensures the ING framework is correctly applied; and will provide input and assistance in further maturing and rolling out the framework.

Key Responsibilities

• Creation, Set-up, and Maintenance of Service Management Documentation: You will be responsible for developing and maintaining all necessary documentation related to the service management process. This will include creating templates, guidelines, and procedural documents to ensure consistency and compliance across the organization.
• Reporting: You will generate and maintain reports like compliance, KPI, volume and service level agreement
• Service Review Meetings: Facilitating service review meetings with relevant stakeholders from multiple locations to discuss service performance, issues, and upcoming activities.
• Aligning Demand for New and Existing Activities: Working closely with multiple stakeholders to understand requirements for new and existing services. You must ensure services are aligned with the process framework.
• Communication and Collaboration: You are expected to have above average communication skills as you will actively work with multiple stakeholders, fostering collaboration and maintaining alignment on service management framework.
• Application of ING Sourcing Framework: Ensuring compliance to the ING Sourcing Framework. This will include providing guidance and support to service owners

Key Capabilities/Experience

• College graduate with at least 3 years of relevant work experience in service management
• Stakeholder Management – experienced in dealing with multiple stakeholders.
• Communication Skills
• Collaboration and Teamwork
• Critical Thinking
• Reporting

Minimum Qualifications

• College graduate with at least 3 years of relevant work experience in service management and/or BPO.
• Detail oriented, well organized, and punctual person, ensuring correct documentation, timely follow up – clean reporting.
• Excellent communication skills, able to communicate clearly and consistently in different contexts and cultures with assertiveness.
• Proactive and has can do mentality and assertive.
• Great initiative and creativity, collaboration; working well with global teams - Step in discussion, challenge stakeholders and creative finding alternative.