Service Manager for IT Security Services
2 tygodni temu
We are looking for candidates who:
- Have 3+ years of experience in managing services and assisting Business Customers in an international setting, preferably within an IT context,
- Possess a collaborative approach and can establish partnerships,
- Are skilled in engaging with various stakeholders and fostering positive relationships,
- Excel in planning and meticulous attention to details,
- Display adaptability with a strong sense of ownership, initiative, and independence,
- Possess exceptional communication and presentation skills with the ability to manage expectations,
- Have outstanding problem-solving abilities and can navigate challenging situations with tact and diplomacy,
- Demonstrate the capacity to thrive in a fast-paced environment,
- Have expertise in data management, including collection, integration, transformation, and reporting,
- Can gather and analyze business requirements and present solutions to international stakeholders,
- Showcase advanced analytical and problems-solving skills,
- Are proficient in MS Office applications, particularly Excel and Power Point.
English proficiency required: C1
A few additional advantageous skills include:
- Knowledge of automating reports using Power Query,
- Experience in constructing dashboards and familiarity with data visualization best practices,
- Background in building services and productizing,
- Understanding of IT security concepts,
- Familiarity with banking or finance industry,
- Understanding of meetings facilitation techniques,
- Ability to influence, convince, and negotiate,
- Experience with methodologies and standards such as ITIL, Agile, Scrum, COBIT, Lean, Six Sigma, and Prince2Agile.
Your key responsibilities will include:
- Generating timely and high-quality reports on service performance,
- Conducting data analyses as per management requests,
- Identifying areas for automation and suggesting enhancements in reporting processes,
- Serving as the primary contact for Business Customers,
- Handling escalated customer issues and complaints promptly and professionally,
- Ensuring services comply with company standards,
- Monitoring key performance indicators to track customer service levels,
- Managing agreements, documentation, budgeting, and planning while delivering comprehensive information covering analyses, management reporting, and risk assessments,
- Introducing and developing new services for Business Customers,
- Collaborating with internal teams and Business Customers,
- Enhancing reporting and processes efficiency and quality, identifying opportunities and risks, suggesting necessary actions,
- Actively participating in tool development and process automation in the controlling domain.
Insight into the team:
Our team is an integral part of the global IT security services offered within the ING Group. We support and collaborate internally and externally with our Customers.
At ING Hubs Poland, we embrace an Agile approach, employing flexible frameworks in our daily operations. We foster innovation, trust, and autonomy among our team members. Our organization revolves around small teams, with squad collaboration determining the most efficient and adaptable working methods.
If you are a customer-centric individual passionate about delivering exceptional service, we are excited to learn more about you.
The role within the global ING job structure will be designated as 'Change Expert III'.
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