Senior Incident Management Consultant for Improvement

ING; Leeuwarden; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

13th month salary

8% holiday allowance

Job summary

ING is seeking a Senior Business Incident Management Consultant to strengthen BIM-NL by analyzing incidents, designing improvements and driving governance across ING Netherlands. You will partner with Operations, IT, and product teams to translate observed incidents into lasting change and improved resilience.

You will apply your knowledge of incident management, continuous improvement and data-driven decision making to reduce customer impact, enable automation, and support post-mortems.

Qualifications

• Bachelor or Master degree and fluency in Dutch and English.
• Experience with continuous improvement, operational resilience or consultancy.
• Ability to influence stakeholders in complex environments.
• Knowledge of ING products, services and customer journeys.
• Affinity with reporting, data-driven decision making, AI and automation.

Responsibilities

• Drive continuous improvement initiatives based on incident data and impact.
• Identify structural weaknesses in processes, governance and controls.
• Translate findings into clear improvement proposals, implementation plans and measurable outcomes.
• Lead improvements from concept through implementation, adoption and evaluation.
• Facilitate post-mortems and ensure lessons learned are translated into sustainable change.
• Support operational resilience initiatives and incident governance activities.
• Develop and maintain reporting, dashboards, process documentation and management information.
• Improve BIM-NL capabilities, tooling and ways of working.
• Support stakeholders in implementing sustainable improvements.
• Build and maintain knowledge of ING products and customer journeys.
• Contribute to the further professionalisation of Business Incident Management.

Skills

Communication

Analytical thinking

Stakeholder management

Ownership

Problem-solving

Learning agility

Data-driven decisions

Education

Bachelor’s or Master’s degree

Tools

ServiceNow

Job description

ING is seeking a Senior Business Incident Management Consultant to strengthen BIM-NL by analyzing incidents, designing improvements and driving governance across ING Netherlands. You will partner with Operations, IT, and product teams to translate observed incidents into lasting change and improved resilience.

You will apply your knowledge of incident management, continuous improvement and data-driven decision making to reduce customer impact, enable automation, and support post-mortems.