Service Management Expert
Core
Central role supporting ING Hubs organization and Service Receivers to ensure compliance with regulatory and sourcing requirements while improving customer experience for services delivered within the intragroup sourcing model.
Role type
Senior Service Management Expert
Builds
Central repository for service catalogues and workflows for service recipients
Domain
Financial services / Shared services / Intragroup sourcing
Required skills
Service Management, Portfolio Management, Customer Experience Management, regulatory compliance (EBA, DORA, SCHREMS II), service catalogue design, service level reporting, workflow initiation, stakeholder coordination
Preferred skills
Design Thinking, project management, European sourcing policy knowledge, Shared services experience, SM tools proficiency, analytical skills
Technologies
SM tools and platforms
Responsibilities
Creation and maintenance of service catalogue in central repository, Central repository setup including workflow initiation, Coordination and monitoring of processes towards Service Recipients, Service Level and Service Volume Reporting, Preparing and communicating Service Review meetings, Coordination with Service Recipients per contractual agreement
