IT Specialist Service Manager in Amsterdam

IT Specialist – Service Manager

Do you love problem solving and take pride in creating outstanding customer experiences? Are you an optimistic and compassionate person who thrives off helping others be successful? If yes, we are looking for you to join our team and help improve the products and services we offer to our customers.

Who are we?

We are Global Workplace Services at ING and we deliver workplace services for 60,000 colleagues worldwide. We ensure that our colleagues can work simple and safely with any device, wherever they are at home, in the office or in another country. Specifically, we provide laptops, (virtual) desktops, mobile and fixed telephony, video conferencing, software (e.g. Outlook, SharePoint, Windows and Office). We also provide the infrastructure and support for these services.

WPS is also responsible as a 3rd line support organization; to be able to fulfil this role we participate in an 24/7 standby scheme (max once a month on-call duty).

What will you do?

• IT Specialist – Service Manager reporting into the Area Lead of Support Services at Workplace Tribe

• Acts as a customer advocate ensuring that our regional teams receive consistent high quality service and support from ING  

• Leads User Adoption plan of Cloud Services and overall User Experience Improvement

• Works on Technical Country Roadmap for cloud services onboarding

•  Customer advocacy. Maintain a big picture, strategic view of the customer, analyzing and understanding their utilization, training needs, and ensuring customers are well taken care of. Raising awareness internally about time sensitive critical customer issues

• Develop and maintain effective relationships with country managers and global / local service desk

• Understand and support the end to end customer journeys for key personas in your region

• Be attuned to and responsive to customer feedback channels – intranet, chats, phone calls, emails, service desk tickets.

• Lead User Adoption plan of Cloud Services

• Know our services. Establish and monitor quality metrics and constantly strive to improve quality and efficiency of services and support provided

• Ensure efficient collaboration, co-ordination and communication between relevant departments including third parties 

• Proactively identify areas for improvement, build action plans and seek opportunities to improve customer satisfaction with our services

• Act as a liaison to Product Owners regarding issue management (identification, escalation and prioritization)

• Help maintain and improve customer feedback process for country under your prevue

• Support teams through escalations and help coordinate resources to drive resolution including diffusing customer escalations and offering potential solutions to resolve issues

• Coordinate with customer journey experts to ensure a high-level degree of product knowledge, business process knowledge, including new feature knowledge

• Provide support for special projects and service roll outs (Knowledge Articles development, training sessions)

• In partnership with Customer Experience Guild foster opportunities for customer engagement (workshops, customer days)

• Your technical understanding of both Local and Global IT footprint allows you to lead and steer the organization towards rationalizing / reducing local footprint as well as prepare them for Transition or LCM to the future ING roadmap

• Participation in P1 incidents or Major Incidents is required due to your strong analytical skills to identify root causes in workflows incidents (data, technical, functional)

• WPS is also responsible as a 3rd line support organization; to be able to fulfill this role we require you to participate in an 24/7 standby scheme (max once a month on-call duty)

Your profile

A colleague with a talent for taking it on and making it happen. You are passionate about bringing fresh ideas to life and embrace challenges in a fast changing and complex environment.  You know how to connect colleagues in globally distributed multidisciplinary teams to achieve common goals. You are an enthusiastic professional who gets energy from working on concrete and tangible results.  You love to challenge the status quo and are eager to propose creative solutions to problems. Customer perspective is your primary driver. You are driven to continually develop and / or broaden your own expertise. 

Specifically:

• University graduate of Computer Science/ IT- related field

• Customer Journey & Customer Experience & User Adoption Trainings are a plus

• 3-5-years’ experience working in a similar role as a customer success manager, technical project manager or customer journey expert

• A passion for helping customers succeed

• You are genuinely interested in understanding how colleagues use our products and services

• Critical decision-making capabilities and a “take ownership” professional attitude

• Demonstrated ability to make plans yet able to alter them according to changing client demands and priorities

• A proactive, energetic and go-getter mentality. Thrive in a multi-tasking environment

• Ability to foster a teamwork culture

• Excellent inter-personal skills, you’re genuinely interested in other people and show empathy for the customers

• Excellent analytical capabilities, capable of analyzing information and data to support decisions

• Excellent verbal, written, and presentation communication skills with strong problem-solving skills

• Plans for the day and identifies potential risks to success are communicated and actioned

• Capable of developing, coaching, reinforcing and managing operational standards, policies, procedures

• You have a continuous improvement mindset and some experience working in an Agile team or a squad

• You are a tech savvy end-user and a quick learner

• You stay up-to-date on how the technology is changing and are able to problem solve together with IT and business colleagues

• You have a solid command of the English language, both spoken and written

• You demonstrate understanding of IT concepts and have knowledge of the IT landscape and (new) technologies for your domain

• Proven experience with Change Management, Service Request and Integration Management

• Good understanding of rationalization & reduction of global infrastructure footprint 

• Detailed knowledge of ITIL processes and CSI (Continual Service Improvement Processes)

• Good understanding of reducing complexity and of delivering complex IT initiatives across multiple team

• Good understanding of software, hardware, infrastructure, architecture frameworks, and corporate technology and trends (e.g. ML, cloud architectures, microservices)

• Strong experience and knowledge of Cloud Services  

• Strong experience and knowledge of end-user service adoption

Attitude / Behaviour and Essential skills:

• ‘Can do’ mentality and ‘no excuse’ mindset

• Excellent time management skills

• Strong analytical and problem solving skills

• Ability to handle multiple tasks and deadlines

• Ability to maintain effective working relationships

• Critical decision-making capabilities and a “take ownership” professional attitude

• Demonstrated ability to make plans yet able to alter them according to changing client demands and priorities

• Ability to use appropriate analysis, judgment and logic when solving problems and making decisions

• Detailed oriented

• Excellent verbal, written, and presentation communication skills with strong problem-solving skills

• Ability to work and think independently with minimal supervision

• Ability to foster teamwork, influence and motivate others, and lead indirectly

• Provide leadership through influence, inspiration, collaboration, and teamwork

• Ability to independently make effective decisions and to respond quickly and accurately as issues arise

• Excellent interpersonal skills with the ability to establish and maintain relationships at all organization levels

• Ability to coordinate, develop and manage relationships with internal and external partners

• Well-organized, flexible, and able to work under pressure

• Task-oriented with the ability to work with minimal supervision

• You stay up-to-date on how the technology is changing and are able to problem solve together with IT and business colleagues

• Strong empathy towards employees and end-users

• You are able to work under pressure, no 9-5 mentality

Your benefits

A job from 36 to 40 hours and a unique offer that fits in with the times of today. We take into account your home situation and your ambitions and help you to balance work and private life. Discover yourself our employment

To give you an idea, we will tell you about the benefits of working at ING:

• A salary tailored to your qualities and experience
• Flexible working hours and the possibility to work at home
• A reimbursement for travel expenses
• 24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Personal growth and challenging work with endless possibilities to realize your ambitions
• An informal working environment with innovative colleagues who strive for the very best
• Progressive way of working according to the Agile method, so that new ideas come to life