Service Manager for IT Security Services
3 tygodni temu
About the Role:
We are seeking a highly skilled Service Manager for IT Security Services to join our team at ING Hubs Poland. As a Service Manager, you will be responsible for managing services and supporting Business Customers in an international environment, with a focus on IT scope.
Key Responsibilities:
- Preparing timely reporting on service's performance with high quality.
- Preparing data analyses requested by Management.
- Seeking automation and suggesting improvements in current reporting processes.
- 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.
- Monitoring 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.
About the Team:
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.
Requirements:
- 3+ years proven experience in managing services and supporting Business Customers in international environment, preferably with IT scope.
- Collaborative approach and ability to build partnership.
- Comfortable in dealing with different stakeholders and can develop positive relationship.
- Excellent in planning and paying attention to details.
- Fast adapting personality with a strong sense of taking responsibility, initiatives and working independently.
- Excellent communication and presentation skills with ability to manage expectations.
- Excellent problem-solving skills and ability to handle difficult situations with tact and diplomacy.
- Ability to cope with a rapidly changing environment.
- Experience in data management including data collection, integration, transformation and reporting.
- Able to collect and analyze business requirements, and demonstrate delivered solution to the international stakeholders.
- Advanced analytical and problem-solving abilities.
- Proficient in MS Office, especially Excel and Power Point.
Preferred Qualifications:
- Knowledge of automation reports using Power Query.
- Experience in building dashboards and knowledge of data visualization best practices.
- 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.
- Experience and knowledge of methodologies and standards such as: ITIL/ Agile/ Scrum/ COBIT/ Lean/ Six Sigma/ Prince2Agile.
What We Offer:
As a Service Manager for IT Security Services, you will have the opportunity to work in a dynamic and innovative environment, with a focus on IT security services. You will be part of a team that is passionate about delivering exceptional service to our Business Customers.
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. 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 III".
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