Senior Service Management & Experience Lead

ING Hubs B.V. Turkiye; Katowice; On-site; PLN 107,000 - 190,000; Full time

Job summary

ING Hubs Poland is hiring for a Senior Specialist / Expert in Service Management and related domains. You will create and maintain the central service catalogue, coordinate onboarding and lifecycle processes, and provide reporting on service levels and volumes.

You will ensure compliance with EBA, DORA, SCHREMS II, and collaborate with Global Service Owners and stakeholders to enhance customer experience. The role offers a chance to work within ING's intragroup sourcing model, shaping service

Qualifications

• Expert knowledge of Service Management, Portfolio Management and Customer Experience Management.
• Proven track record in managing and improving Service Management processes.
• Ability to ensure regulatory compliance (EBA, DORA, SCHREMS II) for services.

Responsibilities

• Create and maintain the central service catalogue in the repository.
• Coordinate onboarding and ongoing lifecycle of services.
• Provide SLAs, service volume reporting and regular service reviews.

Skills

Service Management

Portfolio Management

Customer Experience Management

Job description

ING Hubs Poland is hiring for a Senior Specialist / Expert in Service Management and related domains. You will create and maintain the central service catalogue, coordinate onboarding and lifecycle processes, and provide reporting on service levels and volumes.

You will ensure compliance with EBA, DORA, SCHREMS II, and collaborate with Global Service Owners and stakeholders to enhance customer experience. The role offers a chance to work within ING's intragroup sourcing model, shaping service