ING Belgium

ING Belgium (Based in Brussels, Belgium)

Project 1 type: IT Service Management

Environment: Infrastructure Services for external clients.

Responsibilities

Achievements

Project 2 type: Internal Service Delivery Management

Environment: Application sourcing for financial reporting, Risk, HR, Lending, Lease, and other entities within the international ING group.

Accountable for the day to day activities of a Service Management team of 9 people and an offshore team of 25 people.

Responsibilities

Incident Management,
Problem Management,
Change Management,
Release Management,
Service Level Management,
Supplier Management,
Customer reporting,
Tooling &
CSI.
Coordination of demand & resource forecasting for the project teams including ramp-up/ramp-down of offshore resources.
Process writing, adaptation & implementation.
Negotiation & creation of SLAs & OLAs.

Achievements

Initiated and managed a €850,000 CSI project.
Nomination for Golden Lions 2014 award: Functional and technical design, and coding of a new status communication platform