Management IT Area Lead

at  ING

Do you love problem solving and take pride in creating outstanding employee 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 employees.

WHO WE ARE

We are Global Digital Workplace & Employee Experience at ING and we deliver digital 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, digital workplace software (e.g. Outlook, SharePoint, Windows and Office 365). We also provide the infrastructure and support for these services.
This department is also responsible for leading key employee experience initiatives related to knowledge management, search and employee service experience. The purpose of these initiatives is to improve overall employee satisfactions by providing simple and easy-to-use digital services and experiences.
The Global Digital Workplace & Employee Experience organization consists of more than 100 talented engineers and customer journey experts, who are working together to deliver and own best in class services and experiences for our employees. Within Global Digital Workplace & Employee Experience there are three Tech Areas: Microsoft 365; Modern Management (endpoints); Employee Suppport Services & Experience. Each of these Tech Area is headed by an IT Lead. IT Area leads report to the Global Tech Lead. Together with other Area Leads and Global Tech Lead, you are part of the Leadership Team for one of the domains. We are looking for somebody acting as IT Area lead with broad knowledge and experience.

PLEASE KEEP THIS IN MIND

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ING we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
At ING, we have a hybrid mode model where people have the flexibility to work from the office and from home to have a better work-life balance.

ABOUT US

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

ROLES AND RESPONSIBILITIES

A successful IT Area Lead

• Creates an awesome atmosphere in which everyone feels appreciated and heard, and where everyone enjoys their work.
• Actively peers with the other Area Leads and Tech Lead on the delivery and priority of the work.
• Uses his/her skills to attract and retain the best talents and create the best culture in Agile way of working.
• Values engineering craftsmanship and develops craftsmanship of the employees working in his/her respective area. Provides high-level strategic guidance to their direct reports (either individuals or middle-managers).
• Keeps IT budget and headcount related to the area in control.
• Encourages innovative thinking, for instance by stimulating our own conferences.
• Makes sure that we keep our commitments to risk, security and compliance.
• Positively contributes to improving the larger IT Organization

IT Area Lead is an ambassador for the ING culture (Orange Code) and meets the requirements of the associated manager’s conduct profile. This role requires emphasis on the following:

• You are an AWESOME leader
• Being inspiring and exude energy and passion
• Excellent strategic management / decision taking skills
• Empowering people management style
• Mindset of openness and willingness to try new ways of working
• End-to-end ownership mindset
• A degree in a technical or business discipline
• Proven experience in IT / Employee Experience management, preferably in a complex matrix organisation
• Experience in an Agile context
• Strong leadership and people management skills
• Having a continuous improvement mindset
• Are a role model and an ambassador for our culture in cross departments
• Experience with Investment related context is considered a pro
• You shine!

WHAT WILL YOU DO?

• You manage the IT Area for Digital Workplace Support Services & Employee Experience (~25 employees located in The Netherlands and Poland).
• You are responsible for providing support to ING colleagues worldwide via a Global It Workplace Service Desk, On-Site support in The Netherlands, VIP Support to Board members and Senior Leadership, Service Managers, Business Intelligence, Support Functions, and Customer Journeys.
• You are responsible for key support functions within the department (finance, contract management, program management).
• You are responsible to steer the customer journey team to design and implement simple, easy, instant and relevant employee journeys.
• You are the final responsible for the Global IT Workplace Service Desk and vendor contract.
• You establish and monitor quality metrics and constantly strive to improve quality and efficiency of the Global Workplace Services and support provided to our employees worldwide.
• You make sure the employees’ voice is translated into the innovative and customer-focused improvements you and your team create.
• You are responsible for the overall employee satisfaction and you manage the customer feedback loop from beginning to end (incl. NPS survey, NPS call-back, data analysis and reporting) together with Customer Journet team, Service Managers and Business Intelligence team.
• You manage dependencies and cooperate closely with other squads and stakeholders, solving impediments.
• You drive employee adoption of digital workplace services and their proficiency at using multiple digital tools.
• You monitor all employee interaction channels (Yammer Community, Ambassador platform, OneIntranet, tickets, Chats, ChatBot, MS Teams, etc.) in order to continuously improve the way we engage, interact and support our ING colleagues.
• You analyze tickets trends, incident causes and users dissatisfactions in order to create self-service solutions as well as improve the overall employee experience.
• You innovate the way we interact with our employees by moving from a traditional IT service-desk into a digital “desk-less” model.
• You transform our service operating model fro m traditional SLA (Service Level) into XLA (Experience Level) focused.
• Develop and maintain effective relationships with senior leadership from HR, Facility Management, Corporate Communication and Tech to deliver a superior employee experience together.
• You have strong understanding of customer centricity, customer journey, design-thinling, product ownership and communications.
• You have experience with managing complex projects with a lot of stakeholders.
• You have a strong affinity with IT and are well informed about the various digital products, services and ecosystems.
• You quickly master a subject and know how to get things done.
• You have experience in coordinating, guiding and implementing new digital customer functionalities.
• You are extremely customer experience driven and use data for your decision making.
• You dare to actively ask for help and feedback and to give feedback to others.