Service Manager

Your role & work environment:

The Service Level Manager acts as a trusted advisor in service management related
matters, representing the service delivery organization towards its customers and suppliers,
while advising and supporting the (IT) (Area) Lead(s)(s) and the delivery organization in
providing mature, reliant, secure, and compliant services
throughout their entire lifecycle, and contributing to the continuous improvement of tools,
processes and procedures used by the delivery organization..
The Service Level Manager is part of the central Service Management team within the CIO-
Office support organization, that delivers services to several domains within the IT-
organization.
The Service Level Manager reports to the Chapter Lead.

Your key responsibilities:

• Manage a portfolio of Third Party and Intragroup contracts / services and negotiate service-level agreements. Will also plan, coordinate, and supervise activities relating to major contracts
• Identify contract requirements and write specifications for existing contracts and/or new contracts.
• Advises and supports the (Tribe)(IT)(Area)Lead(s), Product Manager, and the delivery
• organization in providing mature, reliant, secure, and compliant services throughout their entire lifecycle
• Monitors performance and cost (drivers) against agreed SLAs and KPIs, invoice vs. actuals, monitor risks, including business continuity and service disruptions
• Contributes to the continuous improvement of services as well as the tools, processes,
• and procedures used by the delivery organization
• Monitors compliance with ING processes, policies, control standards, and procedures.
• Identifies and addresses any deviations and areas of inefficiency
• Ensure the service governance is defined and implemented
• Address and resolve escalations or disputes related to service delivery
• Ensure regular reviews are held and support audits to ensure compliance and quality
• Monitor risks, including business continuity and service disruptions
• Ensure close collaboration with CoE Sourcing, OpRes, Procurement, Legal, CISO, SRE, and other key stakeholders.

How to succeed:
A colleague with a talent for taking it on and making it happen, enthusiasm for helping others
to be successful and a knack for always being a step ahead. In other words, you strive to
bring fresh ideas to life and embrace challenges in a fast changing and complex
environment. You are a naturally collaborative person who listens and invests in others to
achieve common goals. You love to challenge the status quo and are eager to propose
creative solutions to problems.
As a Service Level Manager you will also need:

• to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues.
• to build strong customer relationships and delivers customer-centricsolutions. For example, keeps in contact with customers to ensureproblems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas
• to be comfortable with complex policy, process, and people-related organizational dynamics. For example, has a firm grasp on organizational culture and politics; connects with key stakeholders and knows when to bring something to their attention to plan and prioritize work to meet commitments aligned with organizational goals. For example, stay focused on plans and improvise in response to changes, including risks and contingencies. Aligns own team's work with other workgroups'.
• to have a master level or equivalent by experience up to 5 years of relevant work experience in a similar environment and industry
• ​to have a good knowledge of English (and knowledge of French or Dutch) to be multi-task and set and manage priorities yourself