WB Tech Senior Service Manager at ING · Makati

The candidate will play a key role in supporting business teams by developing, organizing, and maintaining all necessary service management documentation and reporting for both new and ongoing initiatives delivered by ING Hubs PH. This role spans a global, bank-wide scope, requiring frequent collaboration with various business partners—making strong communication and stakeholder management skills essential.

As a member of the global Third and Intragroup Party Management team, the candidate will ensure the proper application of ING’s framework, while also contributing to its continuous improvement and broader implementation across the organization.

Key Responsibilities

Contracting:

• Lead the drafting, review, and finalization of contracts with service and outsourcing owners.
• Ensure all contracts comply with applicable legal and regulatory requirements including entity 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.
• Serve as a Subject Matter Expert (SME), providing guidance and support on contract-related matters across the organization.

Service Management:

• Establish and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure consistent and high-quality service delivery.
• Collaborate with internal teams and stakeholders to coordinate timely and effective service execution.
• Handle service-related escalations by identifying root causes and directing issues to the appropriate Points of Contact (POCs) for prompt resolution.
• Champion continuous improvement initiatives aimed at enhancing service processes and customer satisfaction.
• Prepare and present service performance and contract compliance reports during regular service review meetings with stakeholders.
• Oversee data governance activities to ensure accuracy, consistency, and compliance with internal standards.
• Act as a Subject Matter Expert (SME) on the ING Outsourcing Framework, providing expert guidance and ensuring alignment with global standards

Key Skills Required:

• Service Management Expertise: Strong understanding of TIPM principles, service lifecycle, and operational processes.
• Documentation & Reporting: Proficiency in creating structured documentation, dashboards, and reports using tools like Excel.
• Communication Skills: Excellent verbal and written communication, with the ability to engage and influence stakeholders across different levels and geographies.
• Analytical Thinking: Ability to interpret data, identify trends, and provide actionable insights.
• Framework Compliance: Familiarity with risk and control frameworks, and the ability to ensure adherence to global standards.
• Collaboration & Teamwork: Comfortable working in a global team environment, contributing to shared goals and continuous improvement
• Resource Allocation: Match tasks to team members’ strengths, expertise, and workload capacity.

Key Capabilities/Experience

• Bachelor’s degree with a minimum of 3-5 years of relevant experience in service management and contracting.
• Demonstrated expertise in contract management, service delivery, and vendor management.
• Financial services background is a strong advantage.
• Excellent negotiation, communication, and analytical skills.
• Proficient in using contract lifecycle management tools and familiar with service management frameworks.
• Capable of managing multiple contracts and service agreements concurrently.
• Strong experience in managing global stakeholders and navigating cross-cultural environments.