Contract & Service Management

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Contract & Service Management

In the Payment & Settlement Utility (PSU) we are looking for two Contract & Service managers, reporting into the Head of the PSU. The implementation of the PSU is awaiting approval of the Works Council.

Your role and work environment

ING’s Payments and Settlement Utility (“PSU”) aims to further mature, develop and expand ING’s state of the art payments platforms and services. The PSU will focus on delivering payments and settlement services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant and reliable. The PSU is an independent unit within ING’s CTO domain, reporting directly into ING’s Chief Technology Officer.

The PSU is responsible for providing standardized payments and settlement services to multiple ING business lines (WB, Retail and others). There is a clear ambition to also look for external commercialization of our payment platforms.

Within the PSU, the Contract & Service Management team consists of two Change Consultants who manage the contracts and service agreements between the Payments Utility and its clients.


As a Change Consultant you:

  • Have a shared responsibility for defining the services offered towards the (internal) clients, including aggregating all components required and placing them into a gateway.
  • Ensure the financial setup (incoming and outgoing) meets the gateway requirements, and is setup in a cost-effective manner.
  • Have a shared responsibility for developing, maintaining the contracts and service level agreement for services delivered by the PSU towards its clients.
  • Provide expertise and support throughout the whole lifecycle of the contract.
  • Are responsible for ensuring contracts in your portfolio are properly embedded and aligned with relevant internal stakeholders, like Finance and Legal.
  • Are able to interpret and apply key financial indicators to improve the contract and service agreements in place
  • Are responsible for service management activities for the contracts in your portfolio, including periodic service review meetings and reporting on agreed KPI’s.
  • Are responsible for delivering an In Control Statement on the services delivered, towards the internal clients
  • Act as the day to day point of contact for your (internal) clients.
  • Act as a point of escalation, in case of disputes for the contracts in your portfolio.


  • Balances Stakeholders: Anticipates and balances the needs of multiple stakeholders. For example, shows a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions.
  • Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. For example, encourages coworkers and external partners to work together as a team, and makes sure they get credit for doing so. Encourages people to share their honest views, responds in a non-defensive way when they do.
  • Manages complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.
  • Plans & Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays
  • Ensures accountability: Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments

We are looking for:

an analytical thinker who uses data and facts to manage the services delivered to the client. As such, you:

  • anticipate and balance the needs of multiple stakeholders and (internal) clients.
  • work with Risk, Finance, and Legal stakeholders, to make sure our contracts and services comply with regulation and policies
  • are an energetic, motivating person who can work as part of a multidisciplinary team and who can also work independently, think and act out of the box and take accountability.
  • communicate clearly and are able to tailor the communication mode to the intended audience.
  • hold yourself and others accountable to meet commitments.
  • plan and prioritize work to meet commitments aligned with our organizational goals

Proven track record and technical skills:

  • Master or bachelor degree.
  • Minimal 3 -5 years of working experience (depending on the seniority level).
  • A personality and the capabilities to optimally function within an Agile environment.
  • Experience/affinity with Wholesale Banking Product Area(s) and/or Payment products and IT is a plus.
  • Excellent level of English


  • Fulltime (36/40)
  • GJA 18 (NL JG 12)

Interested candidates can apply via the link or reach out for questions to Marco van Pesch. Global HRBP.

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO

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