Service Management Consultant

Details

Do you consider yourself an expert in effective communication, able to connect with the right target audience and to get required outcomes from conversations?

We are looking for a Service Management Consultant to manage various stakeholder groups and business teams in decision-making and prioritizing information. You will lead day-to-day activities related to contracting, service management and facilitation of Service Review meetings, and ensure that the ING TIPM Policy is implemented, understood and followed in line with ING standards, existing policies and regulatory requirements. You will work in an agile way as part of self-steering teams and become a key player of our COO organization.

Responsibilities

• Act as business advisor and consultant for service delivery teams
• Manage day-to-day activities related to service delivery in areas of contracting, service management, reporting, charging and facilitation of service review meetings
• Implement the global ING TIPM framework into all services delivered and received by ING Hubs Slovakia
• Provide support and direction to service delivery teams in Service Catalogue definition and regular review, including Service Levels
• Coordinate Service Performance Reporting and support of “Data Driven” decisions
• Coordinate charging process and volume planning; facilitate regular updates of contracting and other service documentation
• Organize and facilitate Service Review Meetings with Service Recipients and consolidate meeting summaries/minutes including action points; drive follow-up on open actions
• Actively participate in global service management meetings and community calls
• Cooperate closely with other support function teams within ING Hubs Slovakia and across X-Hubs on strategy and ways of working
• Drive and lead process improvement initiatives within the team and within the One SLM Team (X-Hub initiative)

Requirements

• Master’s degree
• Fluent in English
• 5+ years of relevant working experience (preferably in a shared service environment)
• Strong analytical skills and a continuous improvement mindset
• Experience with management reporting; ability to tell the story using the right metrics and visuals
• Strong communication, stakeholder management and influencing skills
• Experience in contracting, service management, service catalogue and service levels
• Experience coordinating service performance reporting, charging processes and volume planning
• Facilitation skills for service review meetings and consolidation of meeting outcomes
• Change management skills and experience with agile way of working
• Comfortable working in a changing environment and as part of self-steering teams

Benefits

• Wage (gross): 2,227 EUR/month (minimum salary component provided by legal requirement; final financial conditions subject to negotiation but not less than the above minimum)
• Flexible working hours and work from home (build your own working day)
• Daily working time: 7 hrs 45 min
• Daily refreshments (coffee, fruits, drinks)
• 24/7 accessible gym and game room
• Modern coffee corner and terrace with grill spot
• Sick leave compensation: up to 80% of monthly salary
• Life insurance contribution (up to 22.14 EUR/month)
• 3rd pillar contribution (up to 3% from monthly salary)
• 24/7 external mental health support
• Learning opportunities (internal and external programs)
• Extra personal days and extra vacation days (up to 10 extra days/year)
• Referral bonuses, childbirth/adoption and other one-time contributions
• Yearly performance-based bonus; cafeteria points (50 EUR/month)
• Home office contribution (20 EUR/month), green benefit reimbursement, discounts, pet friendly office, and additional perks