Service Manager

2 weeks ago

Makati City, National Capital Region, Philippines ING Full time ₱900,000 - ₱1,200,000 per year
  • REQ
  • 26/08/2025
  • Customer Operations
  • Makati City, Filipijnen
  • ING Hubs

Job Overview

The candidate is responsible for supporting the business teams in creating, setting up and maintaining all needed service management documentation and reporting for new and eisting activities delivered by IBSS Manila. This is a global and bank-wide scope meaning the candidate will have continuous interactions with all business partners – so ecellent communication skills are vital. As part of the global Frameworks and Control team, the candidate ensures the ING framework is correctly applied; and will provide input and assistance in further maturing and rolling out the framework.

Key Responsibilities

Contracting:

  • Draft, review, negotiate, and finalize contracts with service/outsourcing owners
  • Ensure compliance with legal and regulatory requirements.
  • Maintain accurate records of all contracts and related documentation.
  • Monitor contract performance and manage renewals, amendments, and terminations.
  • Serve as the primary point of contact for contract-related inquiries and issues.
  • Acts as SME who will provide guidance on any contract related inquiries

Service Management:

  • Define and manage service level agreements (SLAs) and key performance indicators (KPIs).
  • Coordinate with internal teams and different stakeholders to ensure timely and quality service delivery.
  • Manage escalations and resolve service-related issues by identifying the root cause and directing concerns to the appropriate Points of Contact (POCs) for timely resolution.
  • Drive continuous improvement in service processes and customer satisfaction.
  • Facilitate and Prepare service performance and contract compliance reports to stakeholders thru service review meetings
  • Provides assistance to service/outsourcing owners in completing outsourcing due diligence requirements
    Acts as Subject Matter E- pert in relation to ING Outsourcing Framework

Qualifications

Bachelor's degree with at least 3 years of relevant work e

  • perience in service management and contracting
    Proven e- perience in contract management, service delivery and vendor management
  • Good to have Financial Background
  • Strong negotiation, communication, and analytical skills.
  • Familiarity with contract lifecycle management tools and service management frameworks
  • Ability to manage multiple contracts and service agreements simultaneously.
  • Solid Background in global stakeholder management

Your place of work

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ING Recruitment team

Bij ING willen we het beste uit mensen halen. Daarom hebben we een inclusieve cultuur waarin iedereen de kans krijgt om te groeien en een verschil te maken voor onze klanten en de samenleving. Diversiteit, gelijkheid en inclusie staan bij ons altijd voorop. We behan iedereen eerlijk, ongeacht leeftijd, geslacht, genderidentiteit, culturele achtergrond, ervaring, geloof, ras, etniciteit, beperking, gezinssituatie, seksuele geaardheid, sociale afkomst of wat dan ook. Heb je hulp nodig of kunnen we iets voor je doen tijdens je sollicitatie of gesprek? Neem dan contact op met de recruiter die bij de vacature vermeld staat. We werken graag samen met jou om het proces eerlijk en toegankelijk te maken. Lees hier meer over hoe wij staan voor diversiteit, inclusie en erbij horen.

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