Service Management Expert

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!

The expected salary for:

Senior specialist position: 9600 - 15 000 PLN

Expert position: 13 000 - 17 000 PLN

The financial ranges specified in the announcement are adjusted and may differ from the range specified in the remuneration regulations.

We are looking for You if:

• You have expert knowledge about Service Management, Portfolio Management, Customer Experience Management
• You have proven track record of successfully managing and improving Service Management processes in areas of performance, service catalogue design, reporting and sourcing controls
• You are able to ensure compliance to regulatory requirements like: EBA, DORA, SCHREMS II etc. for services, including data remediation
• You thrive in a collaborative environment, effectively communicating with cross-functional teams and management to achieve common goals

You'll get extra points for:

• Strong problem-solving skills with focus on implementing sustainable solutions, preferably based on Design Thinking methodology
• Excellent project management skills to drive initiatives aimed at continuous service improvement
• Working knowledge of European sourcing policy in financial sector
• In-depth knowledge of working for or with Shared services (Hub)
• Proficiently in utilizing SM tools and platforms
• Exceptional analytical skills to asses and improve service metrics
• Excellent stakeholder management skills in diverse environment

Your responsibilities:

• Creation and maintenance of service catalogue in central repository
• Central repository setup, including workflow initiation towards Service Recipients
• Coordination and monitoring of processes towards Service Recipients during onboarding and service life cycle
• Service Level and Service Volume Reporting
• Preparing and communicating Service Review meetings
• Coordination with Service Recipients, in line with the contractual agreement including formal communication.

Information about team:

Service Management team is a central role in supporting both the ING Hubs organisation and Service Receivers. We ensure that services delivered within the intragroup sourcing model are compliant with regulatory and sourcing requirements, while also continuously improving the customer experience.
We work closely with Global Service Owners and key stakeholders to manage service setup, monitor service performance, and ensure consistent, transparent, and customer‑centric service delivery across the entire lifecycle.

The role naming convention in the global ING job architecture will be “Consultant III” or "Consultant IV"