Senior Service Manager

Your Impact at MUFG

You are responsible for the management and implementation of Relationship Management and Demand Management processes. This function has core duty to ensure continuous alignment with all stakeholders including external suppliers to ensure service delivery meets the business requirements. You will also be primarily responsible for driving continuous service improvement.

Function Positioning

Systems Division supports MBE’s IT structures with regard to IT applications, infrastructure and hardware. There are 4 pillars in the division:

1. IT Planning
2. IT Service Delivery
3. IT Security
4. Local Branches IT

The Senior Service Manager reports to the Head of IT Service Delivery who reports to the Head of IT Division.

The Role Includes the Following:

• Set-up, implement and continuously improve relationship and Demand Management processes
• Proactively manage Business Partner relationships to understand and meet their IT service requirements
• Keep abreast of Business plans/roadmaps and pro-actively collaborate within IT to determine how to enable the business from technology perspective
• Collaborate with internal teams and external suppliers to establish and implement processes and procedures that support service delivery
• Monitor and analyse service performance against KPI’s, identifying areas for improvement and implementing corrective actions as necessary.
• Serve as the primary point of contact for business partners regarding service related inquiries, escalations, and negotiations.
• Conduct regular reviews and performance reporting to stakeholders, providing insights and recommendations for optimizing service delivery.
• Drive continuous improvement initiatives in close collaboration with suppliers to enhance service quality, efficiency, and customer satisfaction.
• Stay informed about industry best practices and trends in service management, incorporating relevant advancements into service delivery frameworks and processes.
• Collaborate with cross-functional teams to develop service improvement plans, ensuring alignment with organizational goals and objectives.
• Proactively identify and mitigate risks to service performance, implementing proactive measures to minimize service disruptions and downtime.
• Drive demand management initiatives to optimize service delivery.
• Work together with Supplier Management (contracts, invoicing etc) to achieve sufficient level of control over outsourced services.
• Work together with other Service Process Managers to ensure quality of service delivery , will be part of back-up set-up within the team.

In Order to Be Successful in the Role, You Will Need the Following:

Skills and Experience:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in Service Management is required
• Intermediate ITIL v4 certification is a must
• Strong communication and interpersonal skills for effective relationship management
• Ability to analyse data and trends to make informed decisions
• Experience in demand management and has the ability to translate business requirements to technology service
• Proven experience in Supplier Management
• Excellent written and verbal skills, and must be able to document and articulate to others key topics under the role’s remit

Drive the building of a service excellence culture, always putting the customer, our people and our business at the centre of everything undertaken.

• Verbal and written communication skills in English are essential.
• Dutch language is a plus.

Personal Requirements:

• Integrity and Responsibility
• Balance Risk with Opportunity
• Customer Focus
• Demonstrate Global Perspective
• Professionalism and Teamwork
• Drive For Results
• Collaborate and Build Partnerships
• Communicate Effectively and Professionally
• Challenge Ourselves To Grow
• Influence and Inspire Others
• Lead Change & Seek Continuous Improvement
• Think Strategically
• Manage and Develop Talent

What Do We Have to Offer:

We offer you a role in one of the largest banks of the world in a growing and international environment. You have various opportunities to develop yourself and we will support you with that by offering various training and development possibilities. We take into account your home situation and your ambitions and help you to balance work and private life.

• Monthly team events.
• To work in an ambitious, international environment with colleagues from different countries and cultures, who strive for the best.

Besides that we will offer you:

• Gross salary based on experience and consistent with the market
• 8% holiday allowance and 13th month payment.
• 30 vacation days per year.
• Optional you can buy 15 additional days.
• Commuting allowance based on annual public transport 2nd class, most economical way, or € 0,23 per km with a max of 75km one way.
• €5,00 net remote working compensation per day, with a maximum of €60,00 per month.
• Possibility to order a mobile phone (up to €800,-)
• Possibility to order Office Equipment’s for the home office, (up to €500,-)
• Remote Working Policy i.e. Working From Home (WFH) and Remote Working in another Country.
• Bicycle plan (fiscal benefit)
• Company fitness (fiscal benefit)
• Mental health workshops and budget for external courses (i.e. Dutch language classes).
• Employee contribution towards Pension insurance (max 5%, currently 2%), our pension scheme is based on a defined contribution scheme.
• Training & development possibilities paid by the bank

Additional Information:

Acquisition in response to this vacancy is not appreciated. The role is based in the Netherlands. All candidates need to be willing to relocate to the Netherlands. Internal employees will be supported in case of relocation. We are open to considering flexible working requests in line with organisational requirements.

MUFG is committed to embracing diversity and building an inclusive culture where all employees are valued, respected and their opinions count. We support the principles of equality, diversity and inclusion in recruitment and employment, and oppose all forms of discrimination on the grounds of age, sex, gender, sexual orientation, disability, pregnancy and maternity, race, gender reassignment, religion or belief and marriage or civil partnership. We make our recruitment decisions in a non-discriminatory manner in accordance with our commitment to identifying the right skills for the right role and our obligations under the law.

At MUFG, our colleagues are our greatest assets. Our Culture Principles provide a roadmap for how each of our colleagues must think and act to become more client-obsessed, inclusive and innovative. They reflect who we are, who we want to be and what we expect from one another.

Our Culture Principles:

• Client Centric
• People Focused
• Listen Up. Speak Up.
• Innovate & Simplify
• Own & Execute

We are excited to see you take the next step in exploring a career with us and encourage you to spend more time reviewing them!