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

Contracting:

• Draft, review, negotiate, and finalize contracts with service/outsourcing owners
• Ensure compliance with legal and regulatory requirements.
• Maintain accurate records of all contracts and related documentation.
• Monitor contract performance and manage renewals, amendments, and terminations.
• Serve as the primary point of contact for contract-related inquiries and issues.
• Acts as SME who will provide guidance on any contract related inquiries

Service Management:

• Define and manage service level agreements (SLAs) and key performance indicators (KPIs).
• Coordinate with internal teams and different stakeholders to ensure timely and quality service delivery.
• Manage escalations and resolve service-related issues by identifying the root cause and directing concerns to the appropriate Points of Contact (POCs) for timely resolution.
• Drive continuous improvement in service processes and customer satisfaction.
• Facilitate and Prepare service performance and contract compliance reports to stakeholders thru service review meetings
• Provides assistance to service/outsourcing owners in completing outsourcing due diligence  requirements
• Acts as Subject Matter Expert in relation      to ING Outsourcing Framework

Qualifications

• Bachelor’s degree with at least 3 years of relevant work experience in service management and contracting
• Proven experience in contract management, service delivery and vendor management
• Good to have Financial Background
• Strong negotiation, communication, and analytical skills.
• Familiarity with contract lifecycle management tools and service management frameworks  
• Ability to manage multiple contracts and service agreements simultaneously.
• Solid Background in global stakeholder management