Service Level Manager
3 months ago
  • Domain IT Software
  • Availability Full-time
  • Experience Mid Level
  • Type of contract Indeterminate term
  • Location Bucuresti
  • Salary To be determined

Discover ING Tech Romania

ING Tech Romania is an international hub for technology & innovation, developing IT solutions across ING in areas such as Core Banking, Big Data, Financial Markets, Data Management, Front End and many more. By using the latest methodologies in software development, our fast-growing team gathers more than 800 tech enthusiasts who work for international projects that go beyond traditional banking. Our team is responsible for end to end software lifecycle delivery, based on Agile principles, common tools, reusability, continuous deployment & continuous improvement.



Your day-to-day

  • Negotiate and prepare service level agreements (Master Service Agreement, Statement of Service) that comply with ING’s Outsourcing Policy and local regulations for the services delivered by ING Tech Romania;
  • Follow up on existing Service Level Agreements and continuously monitor the performance;
  • Ensure a uniform and standardized description of service offerings in the Service Catalogue (version management, publishing etc.);
  • Organize the quarterly service review meetings with the business partners in scope;
  • Provides timely, accurate and adequate metrics, reports, analysis on levels of service, as set in the Statements of Service
  • Review any complaints related to service delivery and report them to senior management;
  • Review monthly the services delivered by main suppliers and adjusts the level of cost according to expectations (submit the receipts);
  • Contribute with information to the monthly rolling forecast and annual budgeting processes;
  • Work with the team to ensure processes are followed and the information added in the system is accurate.

 

What you bring to the team

  • University degree;
  • Theoretical knowledge of IT processes, applications’ architecture, banking products & services;
  • 3 – 4 years of service level management/contract management, preferably in IT&C industry;
  • Fluency in English oral and written;
  • Strong knowledge of Microsoft Office Tools (mainly Excel and PowerPoint);
  • Clear communication style, results oriented and teamwork approach.


VALUES
  • Honesty
  • Prudent
  • Responsability
PERKS
  • Training programs
  • Work from home
  • Well-being programs
  • Discount for Company Products
  • Awesome coffee
RECRUITMENT PROCESS
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