Critical Business Service Manager

Organizational Context

ING is looking for a senior Critical Business Service Manager within the Financial Markets & Group Treasury (FM>) domain. Our primary function is to service the needs of ING’s clients with products, services and advice. FM> aims to be a leading market player in our home markets, with an additional presence in all the major international markets and specialist expertise in selected emerging markets and products.

Your work environment

ING has a hybrid office / work from home policy with flexibility available. We work in agile teams and constantly strive for effective high performance and optimal delivery. We continuously expand our technical capabilities and provide the capacity for the improvement of skills accordingly.

Roles and responsibilities

In this role you will be working within the critical business service management team which helps to achieve the goal of the FM> tribe trough focusing on improving reliability and mitigation operational risk for IT systems supporting key business services.

The Service Manager plays a crucial role in ensuring the efficient and effective delivery of key business services, maintaining high levels of customer satisfaction and drive continuous improvement. By managing service delivery, incidents, problem, changes and customer relationships, the Service Manager helps to align IT services with business objectives and ensure their ongoing success.

Your primary responsibilities are broadly classified below. However, you are also expected to learn and demonstrate new skills.

• You will coordinate and chair service review meetings towards our recipients.
• You are actively involved in ensuring delivery is of the right quality and we prioritize reliability.
• Introduce service-oriented thinking with all stakeholders (business and IT)
• Guarding the delivery of features with teams that are paramount to ensure reliable delivery
• Liaise with stakeholders to improve the IT landscape (Architects, PO's engineers, etc.)
• In this function you are also expected to act in the
• Ability to act as a back up for the different IT service management activities for FM & GT (incident, major incidents, problem / post mortem and change management)

What we expect:

Service Managers are expected to improve the reliability of key business services and help the delivery of changes through to chain of systems involved in a key business service.
As a service manager you have a positive attitude, are solution focused and have an ability to derive creative, smart and practical solutions to complex problems. You have knowledge and expertise in the areas of Business & IT services, ITIL management, Financial Markets and Agile & LEAN practices. You are able to liaise with the Financial market business users to constructively improve the services.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. 

Furthermore, you have:

• Exceptional Stakeholder Management
• Strong problem solving and analytical thinking. The ability to diagnose and slice ambiguous problems and translate them into well-defined features.
• Experience in guiding and realizing change within the organization.
• Experience in operations of high criticality systems and IT platforms.
• “Get your hands dirty” mentality we are not only looking for process tigers that do not have a 9 to 5 mentality.
• Sufficient technical understanding to challenge engineers on their choices and approach.
• Clear communication, networking and influencing skills and prioritization skills to manage the expectations of several stakeholders.
• Expertise in Lean e.g. value chain mapping.
• An Agile mindset.