Tribe Lead Global Infrastructure Services & Operations

ING; Amsterdam; Hybrid; EUR 180,000 - 260,000; Full time

Benefits offered by this job

Vacation days (25-28)

Pension scheme

13th month salary

Holiday payment

Hybrid working

Personal growth and challenging work

Informal working environment

Job summary

ING is seeking a Tribe Lead for Global Infrastructure Service & Operations in Amsterdam to define the future of ING’s infrastructure operations. You’ll lead a global organization spanning service operations, consumer services, service design and AI Ops, partnering with product tribes, engineering, SRE, and risk teams.

You’ll drive enterprise-wide strategy, standardised processes, and investments while fostering a product-led operating model that delivers reliable services and supports safe,

Qualifications

• Strategic leadership experience in large, global IT/infrastructure environments.
• Proven ability to turn vision into measurable results across stakeholders.
• Experience driving AI Ops, automation and service orchestration initiatives.

Responsibilities

• Define enterprise-wide strategy for service management and operations across ING infrastructure.
• Standardise operational processes and service design principles for consistency and scale.
• Advance automation, AI Ops and orchestration to reduce incidents and improve performance.
• Oversee investment priorities, risk, and financial performance to deliver value.
• Partner with technology, architecture, risk and business functions to align priorities.
• Embed a product-led operating model with clear customer outcomes and lifecycle accountability.
• Develop high-performing teams and strengthen operational excellence.

Skills

Strategic leadership

Change management

AI Ops

Cloud platforms

Stakeholder management

Team development

Tools

IT service management

Observability tools

Job description

As Tribe Lead Global Infrastructure Service & Operations, you will define the future of ING’s global infrastructure operations, combining service and operational excellence, AI-driven innovation and resilient service delivery. This is an opportunity to influence enterprise-wide strategy, lead large-scale transformation and build the operational foundations that keep one of Europe’s leading banks running 24/7.

The team

You will form part of the Global Infrastructure management team. Global Infrastructure is the technology backbone of ING, providing the platforms, networks, cloud services, and core technology foundations that power digital banking across the world. Automation & Orchestration sits at the heart of this landscape, defining how infrastructure is designed, automated, secured, and operated at scale.

You will lead a global organisation responsible for service operations, consumer services, service design and AI Ops. Working across product tribes, engineering teams, SRE functions and strategic partners, you will help create a more resilient, automated and customer-focused operating model. The team culture values collaboration, ownership, continuous improvement and learning, with a strong focus on delivering reliable services that enable the bank to innovate safely at scale.

Roles & Responsibilities

In this role, you will lead the strategy, transformation and performance of ING’s global service and operations capabilities.

• Leading the enterprise-wide vision for service management and operations, ensuring resilient, secure and reliable infrastructure services across the organisation.
• Driving the adoption of standardised operational processes, service design principles and ways of working that improve consistency and scalability.
• Advancing automation, AI Ops and service orchestration capabilities to prevent incidents, improve performance and reduce operational complexity.
• Overseeing investment priorities, operational risk, compliance and financial performance to deliver sustainable business value.
• Building strong partnerships across technology, architecture, risk and business functions to align priorities and improve service outcomes.
• Embedding a product-led operating model across infrastructure services, ensuring platforms are managed through clear customer outcomes, adoption measures, value creation and lifecycle accountability.
• Developing high-performing teams, strengthening operational excellence, engineering craftsmanship and organisational capability.

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. To succeed in this role, you bring:

Leadership Profile

• Strategic thinker with a strong external perspective and a proven ability to turn vision into results.
• Trusted and influential leader who drives alignment across diverse stakeholders, builds strong partnerships, and mobilises people towards common goals
• Developer of talent and builder of strong, inclusive teams that consistently perform and grow.
• Courageous decision-maker who thrives in complexity and drives progress with clarity and confidence.
• Accountable leader who combines commercial acumen with a relentless focus on customer, people and business outcomes.
• Leader who leads with courage, integrity, and accountability, especially during periods of change and complexity.
• Authentic role model who leads with integrity, self-awareness, and a genuine commitment to learning and continuous improvement
• Creates an environment where people feel engaged, valued and empowered to succeed.

Competencies & Skills

• Bring deep experience leading large-scale infrastructure, cloud, platform engineering, or technology operations organisations in complex international environments.
• Use data and insights to drive decisions, assessing complex information, identifying trends and opportunities, and turning analysis into clear actions and measurable outcomes.
• Lead large-scale technology transformation, managing change effectively while maintaining service stability, performance and business continuity.
• Champion secure and resilient technology environments, ensuring infrastructure solutions meet regulatory, compliance, risk and cyber security requirements.
• Demonstrate strong commercial and financial acumen, making informed investment decisions, managing budgets effectively and optimising technology spend to maximise value.
• Drive strategic planning and execution, anticipating future technology needs and building roadmaps that strengthen organisational capability and readiness.
• Adapt quickly to emerging technologies and changing business needs.
• Excellent written and verbal communication skills in English.

Technical Skills

Functional emphasis: Service management, AIOps, operational resilience, standardised operations, service design and continual improvement.

• IT service management: incident, problem, change, request, event and configuration management.
• AIOps and observability: event correlation, anomaly detection, telemetry dashboards and automated remediation.
• Site reliability engineering concepts: SLIs, SLOs, error budgets, post-incident learning and reliability governance.
• Service design: operational readiness, support models, service catalogues, runbooks and acceptance criteria.
• Major incident and crisis management: command structures, communication protocols and root-cause analysis.
• Configuration and asset visibility: CMDB, dependency mapping, service topology and operational data quality.
• Operations automation: runbook automation, self-healing workflows and incident prevention.
• Resilience and continuity controls: recovery procedures, monitoring coverage and service health management.

Note: Tribe Lead level technical fluency — intended for direction-setting, architectural challenge, risk governance, investment steering and senior engineering leadership; not a hands‑on engineer requirement.

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions. The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us

Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you.

Questions?

Please visit our Frequently Asked Questions section to find some answers on questions you might have.

This vacancy is part of the Global Infrastructure Organisational change. The related Request for Advice (RfA) submitted to the Works Council Tech on 8 July 2026 is currently under review of which this newly created position is an integral part