Lead product & service management

Background

The purpose of the COO Tech domain is to: Elevate transparency and control over which IT products and services are delivered and consumed throughout ING in a standardized manner, leading to faster, more cost-efficient, and increased usage of our growing technology platform.

The top structure of COO Tech consists of four subdepartments, with several teams operating under their leadership: 1) CTO Development & Support, 2) Change & Transformation, 3) Product & Service Management and 4) Reporting & Insights (CDO).

You are a member of the COO Tech Leadership Team and report hierarchically into the COO Tech.

Key Responsibilities

The Lead Product and Service Management is responsible for:

• Owning the digital product catalogue, orchestrating productization and service management across CTO
• Safeguarding the operating model framework

As the Lead Product & Service Management you are responsible for building team capabilities, fostering growth and development, attracting and retaining top talent, and driving career advancement within the international network. Most importantly, you oversee three key areas.

Product Catalogue and standards management incl. documentation:

• Own and maintain digital product data model
• Define and drive the productization assessment
• Ensure improvement plans are made across the CTO product catalogue for productization standards
• Report on productization status to standards board
• Governance on the platform value board and standards board
• Product and services documentation: Write and distribute product communications for ING workforce/engineers (e.g. product tutorials, product marketing, intranet pages)

Tech Operating Model agents:

• Safeguard the correct implementation of the Tech operating model and provide operational help and hands-on guidance to the domains and tribes.

Service Management:

• Own / Develop SLM framework: Establish metrics, measurement methods, reporting frequency, and governance.
• Identify service requirements: Offer expertise to aid dialogue between service providers and consumers.
• Facilitate agreements: Assist in agreement creation, approval, and service activation steps.
• Monitor SLAs/SLOs: Create dashboards using detailed data from service providers.
• Track remediation activities: Manage corrective actions as mandated by the governance framework, especially in cases of significant SLA violations.

Requirements

Experience:

• Minimum 15 years’ relevant senior-level professional experience required
• Deep understanding of the tech landscape, digital products and frameworks like IT4IT and ITIL.
• Working abroad is a plus

Skills:

• Strong leadership skills
• Strong analytical capabilities, quantitative insights and problem-solving skills.- Organisational sensitive with the ability to build trust with senior leadership
• Able to inspire and lead functional lines across the network
• A naturally collaborative person, who listens and invests in others to achieve common goals and at the same time pushes, where needed, to achieve results
• Excellent level of English, communication, and presentation skills

Education

• Master’s degree and relevant certification

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.html
 

The benefits of working with us at ING include:

• 24-27 vacation days depending on contract.
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Work Agile, so new ideas come to life faster
• Having fun in an open and honest working environment

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse, and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.