Service managerING

Overview:
The candidate is responsible for supporting the business teams in creating, setting up and maintains all needed service management documentation and reporting for new and existing activities delivered by Asia Sourcing. This is a global and bank-wide scope meaning the candidate will have continuously interactions with all business partners - so excellent communication skills are vital. The candidate ensures the ING framework is correctly applied; and will provide input and assistance in further maturing and rolling out the framework.
Working in Service Level Management means that you'll need to intensive use your service management skills to bring clarity, transparency and control over our services. You'll work hand in hand with both teams providing services from Manila as well as with our business partners globally to ensure teams in Manila will drive improvements to their services for our clients.
If you are good at:
Coordinating with the business partners globally and with the business teams locally in setting up the service management documentation and reporting requirements of services delivered towards the group.
Managing timelines for delivery of documentations so that migrations of new are not blocked on service management. Where needed, report pro-actively when timely delivery is at risk or an issue
Applying framework without being too rigid.
Reporting on progress, impediments and results towards the global team
Capturing and reporting on concerns related to the framework ; provide proposals for improving it
Preparing, maintaining and delivering service management reports for reporting to stakeholders
Organizing service review calls meetings with stakeholders/CoE.
If you are:
A professional and mature individual displaying the following behaviors:
Ability to take responsibility and get results based on facts and data; managerial courage to question and make decisions
Ability to work successfully in multiple countries and make sure different cultures work together as one team; taking into account different habits, beliefs, languages, time-zones, etc.
Strong organizational sensitivity: ability to understand and take into account the underlying issues, opportunities and dynamics of an international organization with multiple functional lines and hierarchical lines and deal with multiple (sometimes conflicting) interests
Ability to display style flexibility to adapt plans, approach and behavior to different needs, cultures and situations
If you can:
Define methodology to define KPI's for complex services and accompany the sending partner in the definition of the KPI's to put in place
Act as the linking pin between IBSS Manila, service owners, and the business globally
Assess the quality of the service calls for upstream services and provide guidelines toward the team to increase the quality of the forum
Make proposal to improve the framework
Exhibit systematic identification, analysis, planning and implementation of actions designed to engage with stakeholders.
Exhibit expertise in service quality management
Design, Plan and assign actions for implementation toward stakeholder in order to get the required buy-in
If you'd like to work with:
Internal Teams in IBSS Manila
Business Partners Globally
If you want to:
work in downtown BGC, the country's economic center
enjoy competitive compensation and allowances
be part of one of the most innovative and exciting digital bank in the world
be part of a diverse, creative, and energized team
ING

Manila City, Metro Manila
Permanent
Full-time