Leads a team, sets the standards for their area, and takes responsibility for developing, innovating and safeguarding knowledge in their area. Optimizes productivity and customer satisfaction in operations to enable ING to function with the highest levels of operational efficiency. As an IT Service Lead, you'll be the 'translator' ensuring that our business units and tech team are aligned in delivering effective, customer-centric solutions in a timely manner.
As a master communicator, adept at tailoring your style to all levels of seniority, you'll engage the business on a wide range of initiatives, issues, capacity management, problem management, change management, and negotiating SLAs. The role acts as a feedback function between the business units and IT providing information around areas of focus as well as improvement or concern, from a business or IT perspective.
Joining our IT Service Management team means being a part of a highly experienced, well-respected team that has a wealth of technical knowledge coupled with the exceptional communication and teamwork skills to resolve issues in a timely manner.
What you'll do Proactively managing the IT Service discussion with business units, including SLA negotiations, escalations, and change initiatives. Ensure business units have a clear line of communication with IT and that you understand the business' priorities and that IT can align with them. Provide clarity and transparency around IT capabilities relevant to business unit needs. Take the lead in conducting the mandatory IT processes and procedures requiring business unit involvement and follow-ups and the reporting. Partner with business, operations & technology on incidents, changes/projects and take them to logical conclusions. Manage the implementation and adoption of ITIL and other industry best practices across IT and Digital. What we're looking for Experience with ITIL processes such as Change Management, Problem Management, Incident Management, Event Management, and Service Level Management. Demonstrable experience in delivering day-to-day IT services, through either a vendor delivery model or an in-house model. 5+ years of experience with large enterprise IT environments in a support and service role. Minimum 3 years' experience in IT support and service level management for large multi-disciplined IT environments. Proven experience with ITIL V3 framework and fundamentals, certifications (desirable). Working knowledge of IT systems in Cloud installations would be beneficial. High-level influencing skills with the ability to work at all levels of the organisation. What's in it for you Highly visible role across both ING Australia & ING Globally. Discounted ING Health Insurance. An additional Rest Day to support your wellbeing. This role is NSW based. ING's approach to flexible working (FlexING) means you can work 50/50 in office (Sydney) and from home. About Us At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. When you come to work at ING, you're joining a team where individuality isn't just accepted, it's encouraged. We've built a culture that's fun, friendly and supportive – it's the kind of place where you can be yourself and make the most of whatever you have to offer. We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We're here to help you get ahead. And with our global network, there's plenty of scope to take your career in new directions, perhaps even ones you've never considered. We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.
Sound like the kind of place you'd feel at home? We'd love to hear from you.
(One last thing, ING operates a direct talent sourcing model. So, no agency introductions, please.)
Need more? Please contact Mia Annamalai at . Application close date 6/01/25.
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