Service Manager

Key Responsibilities

Creation, Set-up and Maintenance of Service Management Documentation: You’ll be responsible for developing and maintaining all necessary documentation related to service management process. This will include creating templates, guidelines, and procedural documents to ensure consistency and compliance across the organization.
Reporting: You’ll generate and maintain reports like compliance, KPI, volume and service level agreement
Service Review Meetings: Facilitating service review meetings with relevant stakeholders from multiple locations to discuss service performance, issues and upcoming activities.
Aligning Demand for New and Existing Activities: Working closely with multiple stakeholders to understand requirements for new and existing services. You have to make sure that services are align with the process framework.
Communication and Collaboration: You are expected to have above average communication skills as you will closely work with multiple stakeholders, fostering collaboration and maintaining alignment on service management framework.
Application of ING Sourcing Framework: Ensuring compliance to the ING Sourcing Framework. This will include providing guidance and support to service owners.

Key Capabilities/Experience

College graduate with at least 3 years of relevant work experience in service management
Stakeholder Management – experienced in dealing multiple stakeholders.
Communication Skills
Collaboration and Teamwork
Critical Thinking
Reporting

Minimum Qualifications

College graduate with at least 3 years of relevant work experience in service management and/or BPO.
Detail oriented, well organized and punctual person, ensuring correct documentation, timely follow up – clean reporting.
Good communication skills, able to communicate clearly and consistently in different contexts and cultures with assertiveness.
Proactive and has can do mentality and assertive.
Great initiative and creativity, collaboration; working well with global teams - Step in discussion, challenge stakeholders and creative finding alternative.