ServiceManager

**Your role & work environment:** The Service Level Manager acts as a trusted advisor in service management related matters, representing the service delivery organization towards its customers and suppliers, while advising and supporting the (IT) (Area) Lead(s)(s) and the delivery organization in providing mature, reliant, secure, and compliant services throughout their entire lifecycle, and contributing to the continuous improvement of tools, processes and procedures used by the delivery organization.. The Service Level Manager is part of the central Service Management team within the CIO- Office support organization, that delivers services to several domains within the IT- organization. The Service Level Manager reports to the Chapter Lead. **Your key responsibilities:** * Manage a portfolio of Third Party and Intragroup contracts / services and negotiate service-level agreements. Will also plan, coordinate, and supervise activities relating to major contracts * Identify contract requirements and write specifications for existing contracts and/or new contracts. * Advises and supports the (Tribe)(IT)(Area)Lead(s), Product Manager, and the delivery * organization in providing mature, reliant, secure, and compliant services throughout their entire lifecycle * Monitors performance and cost (drivers) against agreed SLAs and KPIs, invoice vs. actuals, monitor risks, including business continuity and service disruptions * Contributes to the continuous improvement of services as well as the tools, processes, * and procedures used by the delivery organization * Monitors compliance with ING processes, policies, control standards, and procedures. * Identifies and addresses any deviations and areas of inefficiency * Ensure the service governance is defined and implemented * Address and resolve escalations or disputes related to service delivery * Ensure regular reviews are held and support audits to ensure compliance and quality * Monitor risks, including business continuity