IT Service Manager

ING Public Cloud tribe is looking for an enthusiastic IT Service Manager for all their Public Cloud service deliveries. You will be working for Infrastructure&Engineering, part of the ING Tech organization. We are looking for a team-player with strong organization skills, who is self-driven and solution-focused, who gladly goes the extra mile, to be viewed as “trusted advisor”.

ING Tech supports all commercial activities for retail and commercial banking as well as corporate staff by providing the necessary IT systems and infrastructure to do this. Infrastructure&Engineering is one of the Tech domains and brings together the foundational infrastructure platforms, services and tooling supporting ING’s engineering workforce.

Tribe Public Cloud within Infrastructure&Engineering is a new tribe and responsible for delivering safe, secure, and frictionless access to the public cloud platforms and services for ING globally. One of the areas, Process & Control, is responsible for Vendor Management, Process Excellence, Sourcing and FinOps. For the expansion of this team, we are looking for somebody who has a vision on Public Cloud Service Management and can help to elevate our service delivery to the next level.

Role and responsibilities

The IT Service 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) 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 activities of the IT Service Manager include:

• Monitor Service performance
• Conduct regular Service Review Meetings with Service recipients
• Keep the Service Catalogue up to date
• Support IT custodian / Service Owner in arranging funding for new Service
• Support the Financial Dynamic Planning (MTP) with Asset owner and subcontractors
• Monitor IT Service Costs together with our Public Cloud FinOps consultants and advise IT custodian / Service Owner
• Create Charging model for new Service(s) together with Finance and FinOps
• Monitor contracts/service delivery with internal suppliers
• Monitor contracts/service delivery from cloud service providers
• Further development and follow-up on In-Control Statements and risk framework for public cloud
• Liaison with Risk 1st & 2nd Line of Defence (IRM, ORM and Compliance)
• Report risk status to IT custodian / Service Owner / Service Receiver
• Conduct and facilitate (Sourcing) Risk Assessments
• Ensure alignment between new needs, existing service levels and non-financial risk requirements

How to succeed

You are a driven Service Manager applying processes, tools and methods, with great understanding of business practices and approaches. You are an expert in building relationships/ team working, resolving conflicts and problems with strong influencing and persuading skills. As a Service Manager you have great communicating/listening skills and strong in gathering information without losing your focus on your customers. You bring positive energy to the team and have very good social and communication skills. This leads to great performance.

Ideally, you’ll have:

• Education at Bachelor/Master level with a strong technical background in IT.
• Service Management in IT: 3 years
• IT Risk Management: 2 years
• Experience working in an Agile organization and banking environment

Useful competences for this function are:

• Teamwork, entrepreneurship and stakeholder management are the core competences of the Service Manager. It is important that you work well with people and share information that is important for others. You are open to the input of others, and you are prepared to learn from them. You place the importance of common goals above personal goals.
• Professional expertise / market focus: A Service manager has in depth knowledge on specific areas. You have the necessary technical skills to perform the job. You take steps to stay informed of new trends and developments and take this into account in your decision making. You are recognized as an authority in your specialty.
• Customer focus and customer interest is paramount: A good Service Manager knows the customer’s business and puts forward proposals that reflect the customers interests. The solutions you propose are aligned with the team and client.
• Performance Motivation: a Service Manager tries to continuously improve the performance of the IT service provided. A continuous focus on improving personal performance and that of his or her team. Strives to achieve high work standards - is not satisfied with average levels of performance.
• Persuasiveness: A successful Service Manager is persuasive. You can tune in to the interests or level of discussion of your partner. You are able to use arguments that appeal to the discussion partner; you present your arguments in measured doses at crucial moments. At the higher job levels you must influence higher management and different stakeholders.

Rewards & benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Work Agile, so new ideas come to life faster