Service Performance Manager - Contract Management

Join ING’s Corporate Real Estate Management and Facility Services team as Service Performance Manager, who will be an essential link in achieving the maximum value from our contracts—driving continuous service improvement and enabling business excellence.

The team CREFS NL

The Corporate Real Estate Management and Facility Services Netherlands (CREFS NL) department is responsible for managing the real estate portfolio and related facility services for ING’s offices in the Netherlands. Our goal is to provide an inspiring and sustainable work environment that connects people, attracts talent, and contributes to the strength of our business units. To deliver value, we consistently invest in innovation, enabling us to stay a step ahead and operate in a lean, cost-conscious, and CO₂- and energy-efficient way.

At CREFS NL, it's not just about what we do, it’s about how we do it. We take ownership of quality, risk, and performance, make data-driven decisions, while focusing on cost effectiveness and keep the user at the heart of everything. With a long-term vision and a growth mindset, we continuously learn, improve, and innovate to create spaces where people thrive.

We do this in close collaboration with our facility partner. Within an Integrated Facility Management (IFM) structure, the execution of facility services at the operational and tactical levels is outsourced. CREFS NL is responsible for the vision, policy, and the determination of the strategy and objectives for the real estate and facility services portfolio.

Service Performance Manager

Your role is essential in translating strategic ambitions into effective service delivery and supplier performance. As Service Performance Manager, you will be responsible for overseeing the performance and delivery of key service contracts within the CREFS NL domain. You ensure that service levels meet contractual obligations and business expectations, while also driving continuous improvement, innovation, and contributing to our Planetary Health objectives.

Your key responsibilities

Service Performance Manager – Strategic & Tactical

• Own and lead Service Performance Management at both strategic and tactical levels.
• Facilitate contract governance meetings, focusing on supplier performance, service quality and service development within the CREFS NL domain.
• Monitor and steer KPIs, financial, compliance, and service outcomes across real estate lease contracts, hard and soft facility services, logistics, and real estate projects.
• Translate strategic ambitions into actionable service improvements and supplier performance plans that align with business priorities.
• Analyze contract outcomes from a real estate and facility business perspective, including audit results, customer satisfaction scores, and budget realization, to drive service quality and business excellence.
• Proactively identify and mitigate risks, manage service-related escalations, and maintain a structured opportunity and issue dossier to support continuous service improvement and business continuity.
• Provide integrated performance reporting and business insights to CREFS NL MT, enabling strategic decision-making and supporting contract renewal processes from a business-driven perspective.
• Build strong and collaborative relationships with service partners.
• Drive initiatives to improve service delivery, optimize cost efficiency, and advance sustainability, ensuring these efforts are embedded within the contractual scope.
• Oversee contract execution and delivery, ensuring alignment with internal governance, legal frameworks, and industry standards—always with the business goals in mind.

Implementation & Transition

• From a business perspective, you lead the transition from old to new contracts, ensuring smooth onboarding and offboarding of suppliers and continuity of services.
• Drive communication and stakeholder engagement during transition and implementation phase.
• Ensure contract documentation and change management activities are tailored to service expectations and business needs of CREFS NL.

Provide insights to Procurement

• Translate business needs into actionable specifications: You define and deliver the Program of Requirements for real estate and facility services, ensuring that business scope and priorities are clearly reflected.
• Safeguard business needs: From a real estate and facility services perspective, you ensure that CREFS NL business priorities are reflected in supplier strategies and service agreements. You deliver input to Procurement for sourcing strategies, contract execution, supplier selection processes, tender publications, market research, evaluations and contract awards, ensuring that service performance expectations are embedded and aligned with the needs of CREFS NL.
• Support supplier onboarding and compliance: You support supplier due diligence (KYS process) and ensure alignment with Procurement policies and templates.

Competencies

• Balances Stakeholders: Anticipates and balances the needs of multiple stakeholders. For example, show a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and respond 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.
• Manages conflict: Navigates conflict situations with confidence and professionalism, fostering open and constructive dialogue.

We are looking for:

An expert in the field of real estate and facilities services, with analytic skills who uses data and facts to manage the services consumed and services delivered. As such, you:

• Anticipate and balance the needs of multiple stakeholders and (internal) clients;
• 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;
• Hold yourself and others accountable to meet commitments;
• Plan and prioritize work to meet commitments aligned with our organizational goal.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

Furthermore, you have/are:

• A Master or bachelor degree in Corporate Real Estate, Business Administration, or Facility Management.
• +8 years of relevant working experience, with:
• Supplier performance frameworks of real estate lease contracts, hard services, soft services, logistics and real estate projects.
• Proven track record in Service Performance Management with solid knowledge and experience in managing integrated contracts with external managing agents, outsourcing and change management within corporate real estate and/or facilities sector.
• Excellent communication and advisory skills in Dutch and English, enabling you to engage effectively with stakeholders at all levels.

Your work environment

• You will be part of the Corporate Real Estate management and Facilities Services ING NL team and will report directly to the Head of CREFS NL.
• We foster a professional, open and collaborative culture where adaptability and proactive communication are key drivers of success. Our way of working is rooted in continuous learning, creating meaningful value, and embracing diverse perspectives, empowering teams to grow, innovate, and excel.
• We work with the ING Orange Code, a set of values and behaviors in which integrity comes first, and through which we make agreements that give substance to these principles.

Rewards and benefits

• A salary tailored to your qualities and experience (scale 12)
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues