Job Title: ITSM Service Manager
Job Type: FTC/FTEMost preferrable (FTC)
END CLIENT: ING Bank
Key Responsibilities: Adhere to Intragroup contracting framework. Ensure service delivered from ING Spain is properly described including service levels and is regularly updated. Organize and facilitate preparation of the Service Review Meetings with Service Recipient. Coordinate Volume forecasting and Charging Agreement Process. Facilitate regular update of SLM documentation as per year plan. Manage the service levels including the SLAs with the internal IT service providers and external IT vendors. Manage and measure the SLA, SLI, SLO on a monthly basis and provide continuous improvement plans. Negotiate Service Level Agreements with Business and work with other IT Departments to ensure delivery of services at agreed levels. Create MSA (Master Service Agreements), SoS (Statement of Service) for the Intragroup contracts, SCAT (Service Catalogue). Define, implement, monitor, and report IT Services and Processes metrics (process metrics, service level metrics, service portfolio performance metrics, organization performance metrics, compliance metrics). Build and maintain management reporting following agreed standards, incorporating improvements and agreed enhancements while keeping adherence to standard. Support teams in using management reporting. We are looking for a leader with the following behaviors: Good communication and negotiation skills. Presentation skills. Team player. Proactive and independent worker with a can-do attitude. Proven track record and technical skills: Work experience: at least 3 years in an IT service level management role and at least 3 years in a managerial role, with in-depth understanding of banking environment, products, and processes. ITIL processes. Proven track record in conducting service improvement programs to increase quality, effectiveness of changes, and time to market, and reduce problems or incidents. Knowledge of ITSM processes (Incident, Problem, Change, Configuration). Process Service, customer-oriented mindset, and business acumen. IT Risk management. Project management skills and experience. Structured planning and strong analytical skills; strong coordination skills. Service Management - service definition, service level definition, reporting, and analysis. Analytical skills, especially data analytics. Advanced use of MS PowerPoint and Excel. Focus on details and delivery within agreed timelines is critical. Operations / SSC background. Experience with Agile way of working. Excellent oral and written English skills. Ability to work in an international environment. Additional Requirements: Fluency in Spanish is mandatory. Relevant experience needs to be more than 10 years.
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