Business Incident Management Consultant

Jobtailor

Amsterdam

On-site

EUR 90,000 - 130,000

Full time

14 days+

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Job summary

ING in Amsterdam is seeking a Senior Business Incident Management Specialist to lead continuous improvement across BIM-NL. You will analyze incidents, define governance, and drive automation and AI-enabled enhancements to ensure resilient operations and clear reporting.

Fluency in Dutch and English is required; a Bachelor or Master degree is expected. You will collaborate with IT, Product Owners, Operations and Process Experts, translate findings into measurable outcomes, and manage stakeholders

Qualifications

Bachelor or master degree in a relevant field.
Proven experience in Continuous Improvement and Operational Resilience.
Experience influencing stakeholders in complex environments.

Responsibilities

Identify recurring incident patterns and operational pain points.
Analyze incidents, trends, and impact on customers and employees.
Drive post-mortems and lessons learned activities.
Translate findings into concrete improvement initiatives.
Design and implement governance, tooling and process improvements.
Improve reporting, dashboards and management information.
Support incident governance initiatives and BIM-NL processes.
Lead improvements from concept through implementation and evaluation.
Collaborate with stakeholders to ensure sustainable change.

Skills

Change management

Stakeholder management

Data-driven decision-making

Analytical thinking

Problem solving

Communication skills

Dutch language

English language

Education

Bachelor or Master degree

Tools

ServiceNow

DORA

ITIL

Automation tools

Job description

Identify recurring incident patterns and operational pain points
Analyse incidents, trends, and customer and employee impact
Drive post-mortems and lessons learned activities
Translate findings into concrete improvement initiatives
Design and implement process, governance and tooling improvements
Improve reporting, dashboards and management information
Support operational resilience, DORA and incident governance initiatives
Challenge stakeholders on ownership, prevention and follow-up
Identify opportunities for automation and AI-supported improvements
Support Business Incident Managers during high-impact incidents when required
Strengthen BIM-NL processes, controls, knowledge and ways of working
Drive continuous improvement initiatives based on incident data and operational observations
Identify structural weaknesses in processes, governance and controls
Translate findings into improvement proposals, implementation plans and measurable outcomes
Lead improvements from concept through implementation, adoption and evaluation
Facilitate post-mortems and ensure lessons learned become sustainable change
Develop and maintain reporting, dashboards, process documentation and management information
Build and maintain knowledge of ING products, services and customer journeys
Contribute to the professionalisation of Business Incident Management
Work closely with BIM-NL colleagues, Operations, IT, ING Hubs, Process Experts, Product Owners, Customer Experience teams, Delivery Tribes and other stakeholders
Take ownership of a substantial specialist domain within BIM-NL and use it to improve incident analysis, stakeholder engagement, tooling, follow-up and sustainable improvements
Report hierarchically to the ING DB NL COO Business Incident Management Lead

Requirements

Vision and solid knowledge of ING’s strategy, organisation and values
Proven affinity with and knowledge of DB products, services, customer journeys and business processes
Experience with Continuous Improvement, Operational Excellence, Consultancy, Operational Resilience or a comparable discipline
Experience recognising change needs, describing desired change and implementing improvements in complex environments
Experience working with complex stakeholder landscapes and influencing without formal authority
Knowledge of a products and services domain such as IRIS, Payments, Cards or Digital Channels is a strong advantage
Knowledge of ServiceNow, DORA, ITIL and Operational Resilience is a strong advantage
Understanding of how ING products and services are supported operationally and how incidents affect customers and employees
Affinity with reporting, analysis, data-driven decision-making, AI and automation
Bachelor or master degree
Fluency in Dutch and English
Excellent communication, analytical, problem-solving, stakeholder management and influencing skills
Ability to identify trends, patterns, root causes and improvement opportunities
Strong implementation focus and ability to ensure improvements are realised and measured
Comfort with ambiguity and complexity
Emotional resilience and confidence
Ability to work independently and take ownership
Strong learning agility and curiosity
Data-driven decision-making
Focused and result-oriented; able to function individually and in groups
Specialist expertise in a substantial domain relevant to Business Incident Management

Core Competencies

Demonstrates expertise in Continuous Improvement, Operational Resilience, and Business Incident Management, with a strong focus on data-driven decision-making and stakeholder engagement. Capable of leading initiatives from concept through implementation, ensuring measurable outcomes and sustainable change.

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