Service Manager in Amsterdam

She or he will:• Own, prepare and host monthly stakeholder meetings, taking remedial actions to ensure stakeholder satisfaction
• Will be willing to work with a supplier as a business partner, enabling them to perform their contracted duties and giving assistance as required
• Will be comfortable working with contracts and will have experience of contract management, preferably in an outsourced environment.
• Will have a reasonable background in IT with an understanding of IT concepts and solutions
• Participate in operational meetings taking escalations to the Tactical Board if necessary
• Host monthly Tactical Board meetings and escalate unresolvable issues to the strategic board
• Will be responsible for production of the agenda and content of the strategic meetings
• Manage and take responsibility delivery of the service in accordance with the contract and governance structure
• Have a view on risk and maintain an open dialogue with Finance risk officers
• Ensure that the supplier delivers service levels as defined within the scope of the MSA and LSA, implementing service improvement activities as needed
• Review and steer the supplier using reporting, NPS score and stakeholder feedback as input
• Be responsible for conducting stakeholder satisfaction surveys, using NPS scoring as a measure of the service
• Interface between the business, internal stakeholders and supplier at a tactical level
• Have experience of managing escalations
• Communicate on contract performance to ING stakeholders
• Have experience of ITIL processes and ensure that the supplier is working according to ING Standard Guidelines
• Have an enquiring mind, able to see beyond standard reporting and get into the detail of service operations
• Manage the contract on a day to day basis and when necessary, facilitating contract changes in consultation with Contract Manager
• Escalation management
• Dispute management (at tactical level)
• Own, review and improve the governance as needed
• Instigate, approve, monitor and steer CSI initiatives (Service Improvement Plans etc.)
• Participate in transformation activities
• Manage daily contract issues  and assist the contract manager in preparation of CCNs’
A background in IT and Finance is desirable
Excellent English skills are needed
A reasonable proficiency in Powerpoint, Excel and Word is required
Understand and adopt the principles of the ING Orange Code