Incident Management & Operational Excellence Lead

Jobtailor; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

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

AI

Automation tools

Job description

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