On short notice we are looking for an experienced process manager to help us implement ITIL processes for the vertical International Network within Operations & IT (OIB). This position finds place in the Service Delivery Programme.

2. Responsibilities

Execute Process Management of IT processes mentioned above. (Co-) Manage implementation structuring, reporting and planning of IT processes within International Network. Autonomously execute various roles as well as participate in associated process meetings. Insure that the processes are clearly communicated within the department and at team level. Help to develop, implement and monitor compliance of all procedures related to the mentioned IT processes. Act as a role model for junior process managers and coaches them and other staff full filling roles in the IT processes on compliancy to out standards. Produce process and metrics reports for their domains and reviews them with their Management. Participate in automation and continuous improvement process. Initiate proceedings against defaulters within the domain.

3. Organisational context

International Networks aims to support Wholesale Branch Network and offers generic IT services. Moreover, it supplies generic IT-services concerning international financial coverage (IFM/Swift), reconciliation (Intellimatch), handling of exceptions (Intellitracs & Pega), compliance and non-financial risks (screening & monitoring of customers and transactions (SMCT) as well as Enterprise Risk Management) to the whole of ING.

The Service Delivery Programme is part of the Operations & IT Transformation Programme.

The objective of the programme is to deliver a strategic advantage to our business partners and to improve customer satisfaction through stable, efficient and cost effective service by using standard processes and applications throughout ING. In 2008 the programme will focus on 4 processes:

•Configuration Management

•Change Management

•Incident Management

•Problem Management

Starting point for the programme focuses on the applications and best practices acquired by ING, and which will be rolled out within OIB.

4. Skills and experience

Very good knowledge in implementing ITIL processes at least ITIL V2 Foundation certificated and preferable good ITIL V3 insights;

In-depth operational knowledge about HP Service Center tooling and processes Process management skills Team management skills (coaching, mentoring)

5. Personal profile

Good negotiation and (interpersonal) communication skills

Accurate attitude

Service oriented focus

Rigorous

The function will be located in Brussels. As the vertical International Network is a cross border organisation cooperation and travel between Brussels and Amsterdam must be anticipated.