IT Service Manager

Background on what ING is about:

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Key Responsibilities

• Service Strategy and Governance - Define and maintain ITSM policies, standards, and governance frameworks. Ensure alignment of IT services with business goals and regulatory requirements. Develop service management roadmaps and continuous improvement plans.

• Incident, Problem & Change Management Oversight - Provides oversight of Incident, Problem, and Change Management processes. Leads Root Cause Analysis (RCA) using structured methods such as 5 Whys and Ishikawa, ensuring permanent fixes, preventive actions, and proper documentation in the Known Error Database (KEDB). Reviews and assesses change requests for risk, impact, and readiness, facilitates CAB discussions, and conducts post‑implementation reviews to ensure successful change outcomes. Analyzes recurring incidents and change trends to identify underlying problems and drive continuous improvement across the organization.

• Continuous Improvement- Responsible for driving data‑driven service enhancements, optimizing ITSM processes, and introducing automation and emerging technologies to improve efficiency and user experience. The role ensures alignment with governance and organizational objectives while collaborating with stakeholders to implement sustainable, measurable improvements across IT operations.
• Service Level Agreement (SLA) Management - defining clear service expectations, monitoring performance against agreed targets, and ensuring consistent service quality. Core responsibilities include creating and maintaining SLAs, tracking compliance and service metrics, addressing risks or potential breaches, driving corrective actions, and reporting performance to support continual service improvement and customer satisfaction.

Key Capabilities/Experience

• Incident, Problem & Change Management Excellence: Expert in restoring IT services swiftly while minimizing business impact, performing thorough root‑cause analyses, and implementing structured change management practices to ensure controlled, risk‑free implementation of permanent fixes.
• Service Quality & Continuous Improvement: Improves service reliability through trend analysis, proactive process optimization, automation opportunities, and effective knowledge management.
• Customer-Centric Communication & Collaboration: Ensures clear, timely communication with stakeholders, coordinates effectively across technical and business teams, and maintains strong focus on user experience and satisfaction.
• Operational Governance & Data-Driven Decision-Making: Ensures compliance with ITIL best practices, maintains accurate records in ITSM tools, facilitates PIRs (Post-Incident Reviews), and drives adherence to SLAs and KPIs.
• Value Co-Creation: Champions the ITIL value co‑creation model by fostering strong partnerships with stakeholders, aligning services with business outcomes, and enabling shared value through collaborative service design, delivery, and continual improvement.
• Analytical & Critical Thinking: Demonstrates strong diagnostic skills, leveraging data insights, logs, monitoring tools, and trend analyses to identify patterns, risks, and improvement opportunities.

Minimum Qualifications

• Educational Background: Graduate or bachelor’s degree in information technology, Computer Science, or equivalent work experience. ITIL Certified preferred, but not required.
• Experience: Minimum of 3-5 years of proven experience in a similar or related role.
• Technical Knowledge: Experience with ServiceNow is a plus. Experience handling High Priority Incidents in complex, enterprise-scale environments. Solid understanding of infrastructure, applications, and common enterprise technologies.
• Problem-Solving Skills: Strong analytical, investigative, and problem‑solving skills. Knowledge of root cause analysis techniques and service improvement practices.
• Communication Skills: Excellent oral and written English communications skills is required.
• Teamwork and Collaboration: Ability to collaborate effectively with cross‑functional and technical teams.