WB Tech Senior Service Manager (Fintech)

TL;DR

WB Tech Senior Service Manager (Fintech): Managing service delivery and contracting for global bank-wide initiatives with an accent on SLA/KPI establishment and contract lifecycle management. Focus on coordinating with global stakeholders, ensuring compliance with the ING Outsourcing Framework, and optimizing service performance reporting.

Location: Onsite in Manila (One Ayala Tower 2)

Company

hirify.global is a global technical and operational center supporting the bank's worldwide business initiatives.

What you will do

• Lead the drafting, review, and finalization of contracts with service and outsourcing owners, ensuring legal and regulatory compliance.
• Establish and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for high-quality service delivery.
• Handle service-related escalations by identifying root causes and coordinating with appropriate points of contact for resolution.
• Prepare and present service performance and contract compliance reports during regular stakeholder review meetings.
• Act as a Subject Matter Expert (SME) on the ING Outsourcing Framework and provide guidance across the organization.
• Maintain a comprehensive contract repository and manage lifecycle activities including renewals and amendments.

Requirements

• Bachelor’s degree with 3-5 years of experience in service management and contracting.
• Demonstrated expertise in contract management, service delivery, and vendor management.
• Must be based in Manila (One Ayala Tower 2).
• Strong experience in managing global stakeholders and navigating cross-cultural environments.
• Proficiency in creating structured documentation and dashboards using Excel.
• Ability to ensure adherence to global risk and control frameworks.

Nice to have

• Professional background in financial services.
• Experience using contract lifecycle management tools.