Senior Service Manager for IT Security Services

4 miesięcy temu

Katowice, Polska ING Pełny etat

We are looking for you, if you:

have 3+ years proven experience in managing services and supporting Business Customers in international environment, preferably with IT scope,

have collaborative approach and can build partnership,

are comfortable in dealing with different stakeholders and can develop positive relationship,

have excellent composure and professionalism, even in difficult situations,

have strong analytical skills, excellent in planning and paying attention to details,

have fast adapting personality with a strong sense of taking responsibility, initiatives and working independently,

have excellent communication and presentation skills with ability to manage expectations,

have excellent problem-solving skills and ability to handle difficult situations with tact and diplomacy, try to overcome obstacles

have ability to cope with a rapidly changing environment,

are proficient in MS Office, especially Excel and Power Point.


English level -  C1

You'll get extra points for:

experience and knowledge of methodologies and standards such as: ITIL/ Agile/ Scrum/ COBIT/ Lean/ Six Sigma/ Prince2 Agile,

experience in services’ building and productization,

experience and understanding of IT security topics,

developed understanding of banking or finances,

knowledge of meetings facilitation techniques,

ability to influence, persuade and negotiate.

Your responsibilities:

being first point of contact for Business Customers,

handling escalated Customer issues and complaints in a timely and professional manner,

ensuring services’ compliance with company guidelines,

monitor key performance indicators and metrics to track Customer service levels,

management of agreements and other related documentation, budgeting, planning. Providing timely and high quality information covering analyses, management reporting, monitoring of opportunities and risks,

building and productizing new services delivered to Business Customers,

cooperation with Business Customers and internal teams,

improving efficiency and quality of reporting and processes, seeking opportunities, addressing risks, proposing and driving required actions,

active participation in the development of controlling tools and process automation.

Information about the squad:

Our team integrates IT security services provided within ING Group globally. We are supporting and cooperating internally within our organization and with our Customers.

At ING Hubs Poland we follow the Agile approach, using flexible frameworks at our everyday work. We are innovative, we trust people we work with and our employees have a broad autonomy. Small teams are the core of our organization. Based on team cooperation squads work out the most flexible and effective way of working.

If you are a customer-focused individual with a passion for providing exceptional service, we would love to hear from you.

The role naming convention in the global ING job architecture will be “Change Expert IV”.

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