Service Manager

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Senior Service Manager role in Makati, Philippines – oversee global service management and drive continuous improvement for ING Hubs PH.

Lead contract negotiations, reporting, and stakeholder engagement across ING’s international network.

Title: Service Manager

Location: Makati City, Philippines

Background on what ING is about (Generic ING background):

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

ING Hubs Philippines (ING Hubs PH) is a strategic global capability center within the ING Group, providing a wide range of services to various Business Units across the globe, covering both Wholesale and Retail Banking operations. Joining ING Hubs PH means becoming part of a dynamic and diverse workforce, where each challenge presents a unique opportunity for growth and innovation. 

At ING, our purpose is to empower people to stay a step ahead in life and in business. We believe that sustainable progress is driven by individuals who are imaginative, determined, and committed to building a better future—for themselves and for those around them. 

As ING continues to redefine the banking experience, we offer an environment rich with opportunities for personal and professional development. If you're inspired by change and thrive in a fast-evolving landscape, we invite you to be part of our journey in shaping the future of banking. 

Job Overview (3-5 sentences)

The role has global and bank-wide scope with continuous interactions with all business partners. Working in Service Level Management means that you’ll intensive service management skills to bring clarity, transparency, and control over our services. Processes within this role adhere to ING framework to ensure it is correctly applied; and will provide input and assistance in further maturing and rolling out the framework.  The job demands  a strong focus on engagement and collaboration with Service Providers and Receiving ING entities globally to drive improvements, compliancy, and quality to the service life cycle.

Service Management is part of ODCR domain under COO hierarchy reporting to a Team Lead and functionally to a Service Owner from the Head Office.

Key Capabilities/Experience (5-10 bullet points)

A professional and mature individual displaying the following behaviors:

• - Ability to take responsibility and get results based on facts and data; managerial courage to question and make decisions.
• - Ability to work successfully in multiple countries and make sure different cultures work together as one team: considering different habits, beliefs, languages, time-zones, etc.
• - Strong organizational sensitivity: ability to understand and consider the underlying issues, opportunities and dynamics of an international organization with multiple functional lines and hierarchical lines and deal with multiple (sometimes conflicting) interests.
• - Ability to display style flexibility to adapt plans, approach and behavior to different needs, cultures and situations.
• - 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. 
• - Preparing, maintaining, and delivering service management reports for reporting to stakeholders
• - Organizing country calls and touch points with Service Owners and Sourcing Contact per country.

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 TIPM 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 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 geography. 

Analytical Thinking: Ability to interpret the data and identify trends and delivering ?? Wait local.

Framework Compliance: Familiarity with risk and control frameworks, and the ability to ensure adherence to global standards. 

Collaboration & Team​ness: CT? Wait.

Minimum Qualifications (5-10 bullet points)

Experience: At least 5-7 years of experience in service management, project management and customer service

Skills & Competencies:

• - Problem Solving skills -Ability to quickly adapt and implement effective solutions.
• - Negotiation/Communication Skills – Intensive background in stakeholder management and interaction ...
• - Analytical Skills: Ability to analyze service metrics and derive actionable insights for improvement.
• - Organizational Skills: Strong Multitasking abilities to manage various service-related tasks and projects.
• - Design Thinking & Continuous Improvement capabilities.

Certifications ( Optional but preferred )

Operational Excellence

Six Sigma Green Yellow – Green Belt

PMP Project Management