Global Workplace Services Lead

Global Workplace Services Lead

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 the 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!

Job Overview

The Chapter Lead will oversee the team’s performance, mentor employees, and collaborate with stakeholders to continuously improve workplace digital experiences. The role involves strategic planning, knowledge sharing, process enhancement, and operational governance, ensuring that the team delivers high-quality IT support across a globally regulated environment. This position plays a critical role in ensuring seamless IT support operations by fostering technical expertise, driving service excellence, and ensuring alignment with IT policies and regulatory requirements.

Key Responsibilities

• Team Leadership & Development: Lead, mentor, and develop a high-performing 2nd Line Workplace Services Support team, ensuring skill growth and career progression.
• Operational Excellence: Oversee the delivery of technical support services, ensuring compliance with IT policies, security standards, and regulatory requirements.
• Stakeholder Engagement: Act as the primary escalation point for technical issues, working closely with internal teams, third-line engineers, and senior IT leadership.
• Process Optimization: Drive continuous improvement initiatives to enhance IT support efficiency, ticket resolution times, and user satisfaction.
• Knowledge Management: Promote knowledge-sharing practices within the team to improve troubleshooting efficiency and reduce recurring issues.
• Incident & Risk Management: Ensure timely resolution of critical incidents and actively participate in IT risk management, governance, and compliance activities.
• Strategic Planning: Contribute to IT strategy development, aligning team goals with organizational objectives and technological advancements.
• Performance Monitoring: Define and track KPIs to measure team performance, identifying areas for improvement and driving operational efficiency.
• Technology & Innovation: Stay updated with emerging workplace technologies and recommend solutions that enhance digital workplace experience.

Key Capabilities/Experience

• Leadership & People Management: Proven experience in managing and mentoring technical teams, fostering a culture of collaboration and continuous learning.
• Workplace IT Operations: Strong background in IT service management, help desk operations, and technical support functions.
• ITIL Knowledge: Deep understanding of ITIL frameworks and their practical applications in IT service delivery.
• Technical Expertise: Strong knowledge of digital workplace tools, including Microsoft 365, Entra ID/AD, Intune, Citrix, Windows, and macOS.
• Customer-Centric Approach: Ability to drive customer satisfaction by ensuring quick and effective resolution of IT issues.
• Problem-Solving & Analytical Thinking: Skilled in diagnosing complex technical issues and implementing long-term solutions.
• Collaboration & Stakeholder Management: Experience working with cross-functional teams, business units, and senior IT stakeholders.
• Change Management: Ability to lead IT transformation initiatives, implementing best practices to enhance service delivery.
• Risk & Compliance Awareness: Strong understanding of IT governance, security policies, and regulatory compliance requirements.

Minimum Qualifications

• Educational Background: Bachelor’s degree in information technology, Computer Science, or a related field.
• Experience: Minimum of 5+ years in IT service management or technical support leadership roles.
• Certifications: ITIL v4 certification is required; additional certifications such as CompTIA A+, M365, or leadership training are a plus.
• Project Management Skills: Familiarity with Agile, Scrum, or other IT project management methodologies is an advantage.
• Strategic Thinking: Ability to align team operations with business objectives, driving long-term IT service improvements.