Service Manager

Service Manager III

Service Manager III – Service Level Management. This role has global and bank‑wide scope with continuous interaction with all business partners. The Service Manager drives clarity, transparency, and control across ING’s services, ensuring alignment with the ING framework and contributing to its continuous improvement.

Key Responsibilities

• Lead the drafting, review, negotiation, and finalization of contracts with service and outsourcing owners.
• Ensure all contracts comply with applicable legal and regulatory requirements.
• Maintain a comprehensive and accurate repository of contracts and related documentation.
• Monitor contract performance and manage key lifecycle activities such as renewals, amendments, and terminations.
• Act as the primary point of contact for all contract‑related inquiries and issue resolution.
• Serve as a Subject Matter Expert (SME), providing guidance and support on contract‑related matters across the organization.
• Prepare, maintain, and deliver service management reports for stakeholders.
• Organize country calls and touch points with Service Owners and Sourcing Contacts per country.
• Support business teams by developing, organizing, and maintaining all necessary service‑management documentation and reporting for new and ongoing initiatives delivered by ING Hubs PH.
• Coordinate frequent collaboration with various business partners, ensuring strong communication and stakeholder management across geographies.
• Contribute to the proper application of the TIPM framework as part of the global TIPM team, driving continuous improvement.

Professional Capabilities & Experience

• Take responsibility and deliver results based on facts and data; demonstrate managerial courage to question and decide.
• Work successfully across multiple countries, fostering collaboration among diverse cultures, languages, and time zones.
• Show strong organizational sensitivity, understanding the dynamics of an international operation and balancing multiple interests.
• Adapt plans and behavior to different needs, cultures, and situations with style flexibility.

Key Skills Required

• Service Management Expertise – strong knowledge of TIPM principles, the service lifecycle, and operational processes.
• Documentation & Reporting – proficiency in creating structured documentation, dashboards, and reports, e.g., in Excel.
• Communication Skills – excellent verbal and written communication; ability to influence stakeholders at all levels and across geographies.
• Analytical Thinking – ability to interpret data, identify trends, and provide actionable insights.
• Framework Compliance – familiarity with risk and control frameworks and ensuring adherence to global standards.
• Collaboration & Teamwork – comfortable working in a global team, contributing to shared goals and continuous improvement.

Minimum Qualifications

• 5–7 years of experience in service management, project management, and customer service.
• Problem‑solving skills with the ability to quickly adapt and implement effective solutions.
• Negotiation and communication experience in stakeholder management and interaction with senior decision‑makers.
• Analytical skills – ability to analyze service metrics and derive actionable insights.
• Organizational skills – strong multitasking ability to manage multiple service‑related projects.
• Design thinking and continuous‑improvement capabilities.

Certifications (Optional)

• Operational Excellence Six Sigma Green Belt or Yellow Belt.
• PMP Project Management Professional.