IT Area Lead – Employee Workplace Support Services And Experience

Details

Do you love problem solving and take pride in creating outstanding employee experiences? Are you an optimistic and compassionate person who thrives off helping others be successful? If yes, we are looking for you to join our team and help improve the products and services we offer to our employees.

About the Team

We are Global Digital Workplace at ING and we deliver digital workplace services for 60,000 colleagues worldwide. We ensure that our colleagues can work simple and safely with any device, wherever they are at home, in the office or in another country. Specifically, we provide laptops, (virtual) desktops, mobile and fixed telephony, video conferencing, digital workplace software (e.g. Outlook, SharePoint, Windows and Office 365). We also provide the infrastructure and support for these services.

This department is also responsible for leading employee support operations and employee service experience. The purpose of these initiatives is to improve overall employee satisfaction by providing simple and easy-to-use digital services and experiences.

The Global Digital Workplace organization consists of more than 100 talented engineers and customer journey experts working together to deliver and own best in class services and experiences for our employees. Within Global Workplace there are three Areas: Microsoft 365 services; Modern Management (endpoints); Employee Support Services & Experience. Each area is headed by an IT Area Lead, who reports to the Global Tech Lead. Together with other Area Leads and the Global IT Lead, you form the Leadership Team.

Responsibilities

• Create an awesome atmosphere where everyone feels appreciated, heard and enjoys their work.
• Drive delivery within your area of expertise and cross-domain collaboration.
• Peer actively with other Area Leads and Tech Lead on work delivery and priorities.
• Attract and retain talent, fostering an Agile culture and engineering craftsmanship.
• Provide strategic guidance to direct reports (individuals or middle-managers).
• Manage IT budget and headcount for the area.
• Encourage innovative thinking, including hosting internal conferences.
• Ensure commitments to risk, security, and compliance are met.
• Contribute to improvements in the larger IT Organization.
• Participate in strategy development and delivery as part of the Global Workplace Management Team.

Specific Functions

• Manage the IT Area for Employee Support Services & Employee Experience (~25 employees in The Netherlands, Poland, and Philippines).
• Oversee teams responsible for employee support operations and employee experience/customer journey.
• Ensure support via Global IT Workplace Service Desk in Portugal, on-site support, VIP support, and BI.
• Innovate service models toward digital "desk-less" with GenAI and self-service capabilities.
• Lead transformation from SLA to XLA (Experience Level Agreement) focused models.
• Steer design and delivery of simple, instant, relevant employee journeys.
• Manage customer feedback loops including NPS surveys, calls, data analysis.
• Drive employee adoption and proficiency of digital workplace tools.
• Act as Chief of Staff for IT Lead: strategy execution, finance, contracts, communications, quality metrics.
• Maintain effective relationships with senior leadership across multiple departments.
• Manage dependencies and resolve impediments across squads and stakeholders.

Requirements

• A degree in a technical or business discipline.
• Proven experience in IT / Employee Experience management in complex matrix organizations.
• Experience working in Agile environments.
• Strong leadership, people management, and strategic decision-making skills.
• Continuous improvement mindset.
• Customer-centric approach using data-driven decision making.
• Ability to handle uncertainty and shifting priorities well.
• Experience in customer journey, design-thinking, product ownership, and communications.
• Strong affinity with IT products, services, and ecosystems.

Benefits

• Salary range: €7,125 - €11,331 per month
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of gross annual salary
• 8% holiday payment
• Personal growth and challenging work opportunities
• Informal working environment with innovative colleagues
• Agile working model enabling faster idea realization
• Hybrid mode model for work-life balance

About ING

ING operates in approximately 40 countries with 60,000 employees. It values integrity, progressive and diverse culture, and a commitment to customers.

How to succeed

Stay curious, keep learning, take responsibility, and grow into an even more awesome version of yourself.