Service Level Management Specialist

Place of work
Contract type
Start date
Basic wage component (gross) and other rewards
*from 1500

Information about the position

Job description, responsibilities and duties

Primary goal of Service Level Management specialist is to ensure services delivered from ING Bratislava shared service centre (GSO) comply to intragroup contracting framework, service performance is measured, reported and analyzed for further improvements, coordinate volume forecasting process and support budgeting process in cooperation with Finance Department.

Service Level Management specialist works closely with ING GSO delivery teams, global SLM team and business partners (recipients of the services).

Key areas of responsibility:

Adherence to Intragroup contracting framework
• Enable GSO delivery teams to understand and act according to the framework
• Ensure services delivered from Bratislava GSO are properly described including service levels and are regularly updated
• Organize and facilitate preparation of the Service Review Meetings with Service Recipient
• Coordinate Volume forecasting and Charging Agreement Process
• Facilitate regular update of SLM documentation as per year plan

Service Performance Reporting & Support of “Data Driven Decision” Culture
• Build management reporting following agreed standards, respecting service specifics
• Maintain management reporting (incorporate improvements and agreed enhancements while keeping adherence to standard) – with support of reporting specialist
• Support teams in using management reporting

Employee perks, benefits

Financial contributions:
• Language courses
• Life events (marriage/partnership, child birth/adoption, work anniversary)
• 3rd pillar retirement saving
• Life insurance
• Salary compensation during illness leave (PN)
• Performance based annual bonus

Some others:
• Cafeteria benefit
• Sick days
• Extra holiday days
• Fresh fruit at the workplace
• Company events
• Referral bonus, etc.

Information about the selection process

Please, send us your CV in English via email below. Please note, that we will reply only to selected candidates. Thank you for your understanding.

*By legal requirement we are providing the information about the basic wage component (minimum salary) for the advertised position. Based on your experience/profile, the final financial conditions will be the subject to discuss and negotiate at the personal interview, however, not less than above mentioned minimum salary component.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
University education (Bachelor's degree)
University education (Master's degree)

Educational Specialization

Business Administration

Language skills

English - Advanced (C1)

Number of years of experience


Personality requirements and skills

  • Language skills – excellent reading & writing English
  • Service Management – service definition, service level definition, reporting and analysis
  • Analytical Skills, especially data analytics
  • Good communication and negotiation skills
  • Presentation skills
  • MS PowerPoint and Excel – advanced use
  • Proactive and independent worker with can do attitude
  • Focus on details and delivery within agreed timelines is critical
  • Team player
  • Operations / SSC background
  • 2+ years of relevant working experience

  • Change Management skills
  • Expert MS Excel skills
  • Cross-cultural business experience
  • Experience with Agile way of working

Notes: flexible working hours – possible. In case of top fit candidate, we are open to shortened working hours, if requested, but not less than 30 hours per week.


Brief description of the company

ING is a global financial institution of Dutch origin offering banking and asset management to over 60 million private, corporate and institutional clients over 50 countries. With a diverse workforce of over 50,000 people, ING comprises a broad spectrum of prominent companies that increasingly serve their clients under the ING brand.

Number of employees

500-999 employees

Company address

ING Business Shared Services B.V.
Plynárenská 7/B
821 09 Bratislava
ID: 3447983   Dátum zverejnenia: 6.11.2018   Základná zložka mzdy (brutto) a ďalšie odmeny:   *from 1500