1. Job description We are currently looking for a Services Delivery Manager. This person will be responsible for the delivery of : Matching and Reconciliation Services Exception Handling and Investigations Services 2. Responsibilities Ensure that the Matching and Reconciliation Services is delivered in accordance with sourcing agreements and report about service delivery. This includes: Manage performance of supplier. Initiate activities for measuring supplier performance. Review performance reports presented by suppliers. Take the necessary actions to improve supplier services where appropriate. Deliver Exception Handling and Investigations Services to the customers according to the contract signed by customers. Responsible for Customer satisfaction. Coordinate the activities of a small team offering Exception Handling and Investigations Services. Manage requirements for the services. Put in place reporting procedures towards customers. Ensuring controlled changes to services. 3. Organisational context This position finds place in the vertical International Network within Operations & IT (OIB). 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) and handling of exceptions (Intellitracs & Pega) to the whole of ING. The Service Delivery Manager will report to the Head of Transactional and Reconciliation services (OIB IN SMTRS). 4. Competences Experience in services management and financial messaging processes Skilled in coordinating service activities and directing service delivery processes Experience in quality management Knowledgeable about infrastructure management Skilled in reporting University graduate level with a degree or further studies in Business, IT or a related subject Fluent English Other languages are an asset Willing to work cross-border (Netherlands) 2 days per week.