ITSM & MCR Engineer Manager

IT Chapter Lead – ITSM & MCR 

Your role and work environment: 

We are looking for a talented and enthusiastic IT Chapter Lead to join our CIO Leadership Team and lead our IT Service Management team in the Cloud & Tech Foundations Tribe. 

The responsibility of this tribe is focused on empowering customers through cutting-edge technology, offering a reliable, secure and highly available platform, using automation and cloud solutions to meet current and future needs. 

As an ITSM Manager, you will serve as the ultimate authority regarding support, ensuring the availability of IT services. This role involves overseeing and optimizing processes from inception to maintenance, while also collaborating with other departments to uphold critical service support and achieve availability objectives.

Another important goal as IT Chapter Lead is to apply your knowledge and experience to set the ambition goal on the craftsmanship in your Chapter and move your team to the next level, encouraging innovation and ensuring each person contributes to the Squad/Tribe mission and domain. 

Your key responsibilities: 

Reporting to the Platform Automation and ITSM Area Lead, as IT Chapter Lead in the IT Service Management (ITSM) team you will be responsible for: 

·       Being accountable for the Chapter, and hierarchically responsible for the members. 

·       Managing also contingent workers being part of the ITSM team. 

·       Being responsible of the local MCR service. 

·       Managing the staffing of the Chapter and hiring the best talent

·       Ensuring that in-scope services delivered by 3rd parties, providers and suppliers meet ING standards and fulfill stakeholders’ expectations in terms of scope and quality. 

·       Stepping up and contributing actively to the HOW of the IT strategy, tribe and CIO domain. 

·       Ensuring Chapter has the right skills and workforce they need to succeed. 

·       Improving Chapter craftsmanship and introducing craftsmanship development models outside ING and new market trends. 

·       Driving discussions and deploying best practices within the Chapter. 

·       Ensuring highly skilled and motivated teams. 

·       Ensuring growing spaces for people in the Chapter, encouraging alignment and sharing best practices. 

·       Guiding, enabling and supporting individuals’ career growth. 

·       Empowering Chapter members for decision making. 

·       Driving discussions, deploying best practices and fostering knowledge sharing. 

·       Ensuring a safe, open, experimental and continuous learning culture. 

·       Setting the standards for the Chapter area and is responsible for developing, innovating and safeguarding knowledge in the expertise field. 

·       Aligning with other IT Chapter Leads for consistency in the function of execution and criteria on decision-making. 

·       Leading cross initiatives. 

·       Contributing to Stakeholders’ management and buy-in. 

·       Keeping alignment with Tech standards. 

·       Being co-responsible of the tribe and domain challenges. 

·       Connecting with other IT Chapter Leads to evolve the function, share knowledge, learnings, best practices and success cases and learn from. 

·       Contributing, as Squad member, to mission, capacity and work done inside the Squad. 

·       Manage performance of the Chapter Engineers and help them in their career growth

·       Managing, along with IT Area Lead, the budget of the tribe and forecasting workforce planning. 

·       Managing training budget. 

·       Attending and contributing to global ITSM/SRE Guilds. 

What are we looking for? 

We work in an Agile & DevOps environment, where Scrum & Kanban are part of our One Agile Way of Working. You would be part of a Scrum Team, working on two-week sprints and using Azure as a key-tool.  

Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!  

·       IT education background. 

·       Solid ITIL and Agile background (Experience in an Agile organization) 

·       Customers (both internal and external) centric. 

·       Strong sense of accountability and continuous improvement mind-set. 

·       Resilient and able to remain calm and deliver in high-pressure situations. 

·       Knowledge of market trends in IT processes, solutions & services. 

·       Experience in developing, implementing and keeping under control IT policies, performance indicators (KPI, OLA, SLA, OKR, etc.) and services. 

·       Knowledge and hands-on in auditing processes. 

·       Knowledge about contracts, amendments, master service agreements (MSA), statements of work (SOW).  

·       Experience in functional management (output management). 

·       Experience with strategic assignments and major changes. 

·       Passion for data, excellent analytical and reporting skills. 

·       Excellent level of Spanish and English. 

·       Being inspiring and exude energy and passion. 

·       Having the ability to display style flexibility to teams and adapt plans, approach and behavior to different needs and situations. 

·       Having excellent problem-solving skills and passion for and the ability to redesign processes that would otherwise pose an impediment to the organization; have the ability to structure issues and make major problems surmountable. 

·       Having a strong organizational sensitivity and the ability to understand and consider the underlying issues, opportunities and dynamics of the cross-border organization. 

·       Being focused on collaboration: have the ability to set aside own 'ego' in the interests of achieving the best results; helping others to be successful. 

·       Being able to achieve optimum results by empowering teams and giving them responsibility, while 'provoking' them, challenging them and keeping them 'on the ball'. 

·       Basing management on facts and data (both in day-to-day management and in determining strategic direction). 

·       Encouraging people to realize their potential. 

What do we offer?

The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.

Check out what is waiting for you!

Be flexible my friend.

Our model is all about flexibility and accountability. Keeping both our customers and our colleagues needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.

Restaurant card.

So that thinking about what to have for lunch doesn’t take up your time or your cravings.

Our house will be your home.

In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!

Health insurance.

For you and all your family (spouse/partner and children).

Life insurance.

We help you protect what matters most to you.

Flexible remuneration.

In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…

Free company shuttle.

It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.

Banking benefits.

Special loans with more beneficial conditions.

Special mortgage conditions after 6 months working at the bank.

And you can benefit from our pension plan after 1 month with us!

More vitality and more belonging

360º care of the employee (physical, mental, social connection & purpose).

Physiotherapy service on site.

Runners club with your own trainer.

Clinics with professional, world-class athletes.

Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+) & Leonas.

Get to know Us

We are a team of more than 1600 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.

We are proud to have a diverse team and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!