Service Management Expert

Details

ING Hubs Poland is hiring for a Service Management Expert position.

The expected monthly salary for the Expert position is 13,000–17,000 PLN. The financial ranges specified in the announcement are adjusted and may differ from the range specified in the remuneration regulations.

Responsibilities

• Create and maintain the service catalogue in a central repository.
• Set up the central repository, including workflow initiation toward Service Recipients.
• Coordinate and monitor processes toward Service Recipients during onboarding and the service lifecycle.
• Prepare Service Level and Service Volume Reports.
• Prepare and communicate Service Review meetings.
• Coordinate with Service Recipients in line with contractual agreements, including formal communication.

Requirements

• Expert knowledge of Service Management, Portfolio Management, and Customer Experience Management.
• A proven track record of successfully managing and improving Service Management processes in performance management, service catalogue design, reporting, and sourcing controls.
• Ability to ensure compliance with regulatory requirements such as EBA, DORA, and Schrems II for services, including data remediation.
• Ability to work collaboratively and communicate effectively with cross-functional teams and management.
• Strong problem-solving skills, with a focus on implementing sustainable solutions, preferably using Design Thinking methodology.
• Excellent project management skills to drive continuous service improvement initiatives.
• Working knowledge of European sourcing policy in the financial sector.
• In-depth knowledge of working for or with shared services hubs.
• Proficiency in using Service Management tools and platforms.
• Exceptional analytical skills for assessing and improving service metrics.
• Excellent stakeholder management skills in a diverse environment.

Team

The Service Management team plays a central role in supporting both the ING Hubs organisation and Service Receivers. The team ensures that services delivered within the intragroup sourcing model comply with regulatory and sourcing requirements while continuously improving customer experience.

The team works closely with Global Service Owners and key stakeholders to manage service setup, monitor service performance, and ensure consistent, transparent, and customer-centric service delivery across the entire lifecycle.

The role naming convention in the global ING job architecture will be “Consultant III” or “Consultant IV”.

Please send your CV only in English.