Service Manager

OVERALL FUNCTION
The candidate is responsible for supporting the business teams in service management (SM). This covers the creation, setup and maintenance all needed SM documentation, reporting, service meetings and aligning demand for new and existing activities. This is a global bank-wide scope so the candidate will have continuously interactions with all business partners – excellent communication skills are vital. As part of the global Frameworks and Control team, the candidate ensures the ING framework is correctly applied; and will provide input and assistance in further maturing and rolling out the framework.
KEY RESPONSIBILITIES
-Coordinate with the business partners globally and with provider business teams in setting up the SM documentation & reporting requirements of services delivered towards the group.-Manage timelines for delivery of documentations so new migrations/clients are not blocked on SM. Where needed, report pro-actively when timely delivery is at risk or an issue
-Apply framework without being too rigid -
- Report on progress, impediments and results towards the global team
-Capture and report on concerns wrt to the framework ; provide proposals for improving it-Prepare, maintain and deliver service management reports on volumes, KPI's and value to stakeholders. This involves some junior level reporting run- and adjustment tasks.-Organize service review calls meetings with stakeholders/CoE, create minutes, chase completion of agreed action, and pro-actively work on identified improvements-Keep supply & demand for the services aligned by creating and reviewing the year plan, solving impediments, escalating when necessary, and proposing process improvements-Support the service owner in their deliverables, such as strategic service reviews