Service Management Expert

ING; Warszawa; Presencial; PLN 107.000 - 190.000; Jornada completa

Descripción de la vacante

ING Hubs Poland is seeking a Senior Specialist / Expert to manage the service catalogue and ensure regulatory compliance. You will coordinate onboarding, monitor lifecycle processes, and deliver service level reporting within a central repository framework.

The role requires expert knowledge in service, portfolio, and customer experience management, with strong stakeholder engagement across ING Hubs and service recipients.

Formación

• Expert knowledge of service management, portfolio management and customer experience management.
• Proven track record of managing and improving service management processes.
• Ability to ensure compliance with regulatory requirements like EBA, DORA and SCHREMS II, including data remediation.

Responsabilidades

• Create and maintain the service catalogue in a central repository.
• Set up the central repository, including workflow initiation towards service recipients.
• Coordinate and monitor processes towards service recipients during onboarding and service life cycle.
• Produce and communicate Service Level and Service Volume Reporting.
• Coordinate with service recipients per contractual agreements and formal communication.

Conocimientos

Service Management

Portfolio Management

Customer Experience Management

Stakeholder management

Herramientas

SM tools & platforms

Descripción del empleo

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”