Portfoliomanager Soft Services

ING; Amsterdam; On-site; EUR 50.000 - 70.000; Full time

Job summary

A leading multinational banking corporation in Amsterdam seeks a Portfolio Manager Soft Services to enhance the office experience. This role involves managing soft service providers, ensuring quality delivery, and embedding sustainability in service design. Ideal candidates have a background in hospitality or facility management and excellent analytical and communication skills. Join us to foster a culture of collaboration and continuous improvement.

Benefits

24+2 individual holiday days

Hybrid working model

8% Holiday payment

Mobility card

CSR days for volunteering

Qualifications

• At least 6–10 years of experience in the hospitality or facilities sector.
• Demonstrable expertise in outsourcing and performance management.
• Fluent in both Dutch and English.

Responsibilities

• Responsible for soft service providers' delivery and performance.
• Monitor and optimize daily service delivery.
• Develop and implement vision and strategy for soft services.

Skills

Strategic oversight

Operational excellence

Soft service management

Customer experience focus

Analytical skills

Communication skills

Education

HBO/WO education in Hospitality or Facility Management

Job description

Overview

Join ING’s Corporate Real Estate Management and Facility Services Netherlands team as Portfolio Manager Soft Services and take the lead in shaping ING’s office experience.

The team CREFS NL
The Corporate Real Estate Management and Facility Services Netherlands (CREFS NL) department is responsible for managing the real estate portfolio and related facility services for ING’s offices in the Netherlands. Our goal is to provide an inspiring and sustainable work environment that connects people, attracts talent, and contributes to the strength of our business units. To deliver value, we consistently invest in innovation, enabling us to stay a step ahead and operate in a lean, cost-conscious, and CO₂- and energy-efficient way. We create environments that are not only inspiring but also truly make a difference. We achieve this by placing sustainability and inclusiveness at the heart of everything we do, enhancing the employee experience, and making ING’s brand identity tangible in every space.

At CREFS NL, it's not just about what we do, it’s about how we do it. We take ownership of quality, risk, and performance, make data-driven decisions, and keep the user at the heart of everything. With a long-term vision and a growth mindset, we continuously learn, improve, and innovate to create spaces where people thrive.

We do this in close collaboration with our facility partner. Within an Integrated Facility Management (IFM) structure, the execution of facility services at the operational and tactical levels is outsourced. CREFS is responsible for the vision, policy, and the determination of the strategy and objectives for the real estate and facility services portfolio.

Your role

Portfolio Manager Soft Services
As Portfolio Manager Soft Services, you play a key role in shaping the office experience across ING’s locations in the Netherlands. You are the senior soft services expert and translates ING’s ambitions into clear service expectations and measurable outcomes, ensuring consistent, high-quality delivery through strong supplier partnerships and performance management. Soft services includes catering, cleaning, landscaping, beverage services, and event organization.

You manage the daily operations through the service provider, who’s also responsible to provide you with analysis of the services to steer for operational excellence and identification of opportunities and risks. You’re responsible for the scope setting, performance indicators and performance management of the suppliers.

You act as soft services concept developer embedding the Orange Workplace Experience and optimizes the concept by incorporating innovations from the field.

In addition, you contribute to our Planetary Health objectives by making sustainable choices in service design.

Your key responsibilities

• Contractually and operationally responsible for the soft service providers, ensuring they deliver in line with agreed standards and expectations.
• Monitor and optimize daily service delivery, to ensure consistent quality and operational continuity. You take swift action when issues arise.
• Responsible for the soft services budget and financial performance.
• Have a strong understanding of our locations and their specific needs, enabling you to tailor service delivery accordingly.
• Develop and implement the vision and strategy for soft services and update on annual basis.
• Safeguard and embed the Orange Workplace Experience by ensuring soft services deliver a consistent, high-quality environment, while aligning with ING’s brand identity, monitoring impact, and identifying opportunities to boost employee satisfaction.
• Spot and apply innovations in hospitality and facility services to enhance the employee experience and/or create efficiency.
• Contribute to ING’s Planetary Health ambition by embedding sustainability in service design.
• Effectively manage and inspire internal stakeholders and service suppliers, ensuring alignment and collaboration.
• Provide strategic input for major projects like renovations and new buildings.
• Apply data-driven decision making, for example by analyzing customer satisfaction surveys, to identify and implement improvements in soft services.
• Pro-actively share opportunities and/or insights for management to steer on policy or opportunities (e.g. Banqueting or external meeting spend).

Your work environment

You will be part of the Facility Services team within the department Corporate Real Estate management and Facilities Services ING NL.

You will report hierarchically to the Head of Facilities Services for the Netherlands.

We foster a professional, open and collaborative culture where adaptability and proactive communication are key drivers of success. Our way of working is rooted in continuous learning, creating meaningful value, and embracing diverse perspectives—empowering teams to grow, innovate, and excel.

We work with the ING Orange Code, a set of values and behaviors in which integrity comes first, and through which we make agreements that give substance to these principles.

Your primary base is Amsterdam, with ad hoc visits to various locations expected as part of the role.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

You’re visible, hands-on, and a true team player. You foster a culture of collaboration, flexibility, and professional growth. With a strong sense of ownership, you approach complex challenges with an integrated mindset. You actively contribute to positioning Soft Services as a valued partner within ING.

Furthermore, you have/are:

• A completed HBO/WO education in Hospitality or Facility Management, which forms a key pillar for success in this role.
• At least 6–10 years of experience in the hospitality or facilities sector, with a strong emphasis on strategic oversight, operational excellence, and leadership in comparable roles.
• Demonstrable expertise in soft service management, outsourcing, performance- and change management
• Experienced in the Employee Journey and service concept development
• You are attentive to detail from the smallest to the most impactful, with a sharp eye for customer experience.
• Advanced analytical skills and experience in data-driven decision-making.
• Driven by curiosity and a proactive mindset, constantly seeking opportunities to improve, innovate, and add value
• Excellent communication and advisory skills, enabling you to engage effectively with stakeholders at all levels.
• Fluent in both Dutch and English is a pre requisite

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.

Benefits

• The benefits of working with us at ING include:
• A salary indication tailored to your qualities and experience
• 12-month contract with view to extend
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

If you have any questions about the position, the team, or the organization, feel free to reach out to Annette Sibma (Head of Facility Services) via 06 - 20 93 63 28.

Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today

About the company

The ING Group is a Dutch multinational banking and financial services corporation headquartered in Amsterdam.

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