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    Digital Planning Account Lead - London, United Kingdom - ING Bank N.V.

    ING Bank N.V.
    ING Bank N.V. London, United Kingdom

    2 weeks ago

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    Description

    The Information Technology department is accountable for IT services consumed not only by the UK but also other ING Wholesale Bank locations.

    The IT department consists of approximately 90 colleagues plus 3rd parties responsible for a range of services including Application Development and Maintenance, Service Desk and Workplace Services and Infrastructure Management.

    We operate according to a Scrum Agile delivery process and are passionate about developing our engineering capability to ensure our services are delivered efficiently and securely.

    We once operated our business 9-5 from our offices, now our colleagues are operating in a truly hybrid manner.

    The UK & Middle-East Workplace Services Chapter manages our Digital Workplace.

    This includes our Microsoft Windows PC estate (now predominately laptop based), our collaboration platforms, meeting room technology and supporting infrastructure and our local support organisation including an outsourced local Service Desk.

    Following an intense period of technology transformation, including migration to M365 services (Exchange Online, Teams, SharePoint Online) and Modern Management (Intune/Microsoft Endpoint Manager), our focus now is ensuring that we have a support organisation that meets the need of our diverse internal customers.

    Customers consisting of our Wholesale Banking colleagues, covering a range of corporate banking, capital and financial markets activities.

    As Chapter Lead you will support your squad to deliver the final stage of our operating model transformation, a transformation that is focussed on service, and outcomes that deliver excellent digital experience.

    You will work alongside your product owner to ensure priorities are aligned to local UK and global Tech priorities, while also executing your own delivery activities.

    Since our Workplace Technology platforms are primarily delivered by our global service teams, this is not a purely technical role, more important are your capabilities around vendor & service management, your ability to understand and improve our customer journeys and your ability to help our business deliver on their objectives through allyship and partnership in their interactions with our technology platforms.

    Assessing and establishing continuous improvement of the capabilities, competencies and skills within the Workplace Services Chapter from both a Service Desk / Workplace IT perspective and from the perspective of maturing the adoption and practice of the ING One-Agile-Way-of-Working framework
    Delivering the transition of our outsourced local Service Desk to a new vendor based on a user centric outcome based delivery model

    Day to day hierarchical line management of the colleagues in the IT Workplace Services Chapter, including management of leave, expenses etc.

    As Chapter Lead mentor the IT Workplace Services engineers
    IT Workplace Services Engineering
    Service Management, Governance and Maintenance
    The general operation of the IT Workplace and Service Desk services on a day to day basis
    Measurement, monitoring and analysis of service levels and key performance indicators (e.g. availability, performance etc.) with a focus on user experience
    Ensuring an effective incident management process and service operations
    Conduct accurate maintenance of application components in the ING Configuration Management Database (CMDB)
    Ensuring regular service reviews with suppliers and supporting the monthly IT service forum, managing the operational day-to-day Service Delivery
    Ensuring continuous review and improvement of IT Workplace and Service Desk services through measurement, stakeholder engagement, planning, prioritisation and delivery execution
    Partake in major incident management rota Risk and Security Management
    Ensure IT Workplace and Service Desk services offerings are in line with industry standards and global ING best practices
    Obtaining and creating evidence that demonstrates compliance to ING IS policies
    Determine impact of new/changed ING standards and policies
    Ensure that the necessary risk related activities are timely performed by the team and/or 3rd party
    Change Management
    Assessing impact of change and ensuring appropriate planning and action
    Ensuring managed and controlled change to the IT Workplace and Service Desk services through planning, testing, deployment management and retrospective
    Initiate and manage improvement projects both in ING and in 3rd party organizations to improve Service and/or Risk and Security Management for IT Workplace and Service Desk services
    Technology and business change management

    The Wholesale Banking environment is dynamic and challenging so you will develop understanding of associated business processes and be able to build your network across the organisation.

    IT certifications around Service Management/Agile Delivery and User Experience would be a plus
    Experience that gives you confidence to lead a team and influence stakeholders up to senior management level.


    • Knowledge of IT Digital Workplace and Service Desk services in an ITIL environment
    • Experience in vendor management
    You have the ability to hold vendors and suppliers to account


    • o You help other be successful
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