Service Manager bij ING in Amsterdam

For ING, we're looking for a Service Manager to join the COO Tech & Transformation Service Management team, which supports Wholesale Banking Tech NL services in an international environment. You act as a trusted advisor on service and contract management, representing the service delivery organisation towards its consumers, as well as the consumer towards its providers. You make sure services are consumed and managed correctly, meet their contractual obligations and deliver value.

This is a coordinating and managing role rather than owning specific services. You support the definition of services in the Service Catalogue, oversee contracts from initiation to renewal or termination, and monitor provider and vendor performance against SLAs and KPIs. You work with Risk, Finance, Legal, Compliance and Procurement to ensure contracts and services comply with regulations such as DORA and guidance from the ECB and EBA. You produce risk profiling forms, Statements of Service, Intra-Entity Service Agreements, KPI reporting and Service Review meetings, support audits, and report on performance and risks to senior stakeholders.

This role is heavy on stakeholder management: you work daily with IT Leads, Country Managers, Chapter Leads and colleagues abroad across the 7-8 Tech domains of Wholesale Banking Tech. You work closely with Service Managers in the ING Hub. The role is based in Amsterdam, with a minimum of 2 office days per week (HBP/Cedar). This is a replacement role, with expected extension until at least June 2027.

• Gross monthly salary of €6,000 to €10,389 (depending on experience)
• An interesting orchestration role within Wholesale Banking Tech at ING
• International environment with many senior stakeholders
• Chance of extension until at least June 2027
• Discretionary annual bonus and optional collective health insurance

• Approximately 6 years of experience
• Bachelor's/Master's level with a strong technical IT background
• Minimum 3 years of experience in IT Service Management
• Minimum 2 years of experience in IT Risk Management
• Minimum 3 years of experience in Contract Management/sourcing, preferably in the financial sector
• Experience in a banking environment and knowledge of Wholesale Banking/financial markets (strong plus)
• Knowledge of ITIL4, IT4IT and product-led thinking
• Strong stakeholder management and communication skills, including towards senior leads
• Experience with governance, risk & compliance
• Experience working in Agile environments
• Fluent English, comfortable with high-volume communication (around 50 stakeholders) and extensive reporting
• Available as a freelance/independent professional