Hard Services Manager

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Hard Services Manager Are you a senior leader with strong technical expertise who sets direction and takes end-to-end ownership? Do you want to elevate maintenance performance, reliability and compliance across ING's real estate portfolio - and drive measurable impact through strong governance and supplier performance steering? For Corporate Real Estate Management & Facility Services NL (CREFS NL), we are looking for a Hard Services Manager. About CREFS CREFS NL manages the real estate portfolio and related facility services for ING offices in the Netherlands. Our mission is ' to deliver a sustainable and empowering office experience that fosters connectivity, enhances ING's attractiveness to employees and clients and drives business growth, always lean, cost-effective and high performing' . We take pride in delivering excellence. With a long‑term vision as our compass, we make thoughtful, data‑driven decisions that move us forward. Our commitment to learning and improvement fuels a culture of curiosity and innovation - ensuring we stay ahead, stay relevant, and continue to shape meaningful experiences. What drives us is not only what we do, but also how we do it. We believe that great work should also be enjoyable. We create an environment where collaboration, ambition, and fun go hand in hand - because people do their best work when they feel energized, valued, and connected. Hard Services Manager As Hard Services Manager, you are responsible for the strategic and operational steering of maintenance activities across ING's Real Estate portfolio in the Netherlands. You lead the maintenance domain, safeguard asset reliability, safety and compliance, and ensure that maintenance contributes to operational excellence, cost efficiency and long‑term asset value. You operate in a complex stakeholder environment, working closely with internal teams and our external service providers. With strong technical expertise and an analytical mindset, you challenge plans, drive performance, and translate strategy into effective, standardized ways of working. Your key responsibilities: Lead, build, coach and develop the maintenance domain of ING, fostering a strong culture of reliability, safety, accountability and continuous improvement. Lead the transition from an outsourced IFM model to a more insourced operating model, continuing to deliver services in close partnership with external service providers. Steer and assure the quality of daily and long‑term maintenance delivery across locations. Own end-to-end budget responsibility (OPEX/CAPEX), ensuring effective financial steering and value optimization Define and standardize maintenance strategy, processes, roles, KPIs, governance structures and escalation routines across CREFS NL. Safeguard compliance and performance, ensuring all statutory requirements, quality standards and asset targets are consistently met Drive performance management through KPIs, dashboards and insights, provide clear, data‑driven reporting to senior management. Own and manage sustainability targets and energy management, ensuring alignment with maintenance and energy efficiency across the Hard Services domain programs. Ensure business continuity and resilience, being available to lead and coordinate response in the event of incidents or disruptions Identify and manage risks proactively, ensuring effective mitigation and control across the Hard Services domain 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 bachelor's or master's degree (or equivalent) in Engineering, Construction, Facility Management or a related technical field. Minimum 10 years of experience in maintenance management or engineering roles. Strong knowledge of asset lifecycle management, maintenance costing, reliability concepts and contract management. Experience with TPM, WCM, Lean and continuous improvement methodologies. Proven experience in managing OPEX and CAPEX budgets, planning and contract performance. Strong organizational awareness, with the ability to navigate governance structures and stakeholder dynamics effectively. An analytical mindset, able to translate data into sound decisions and strategic direction. Demonstrates proven people leadership experience, inspiring and coaching the Hard Services team, developing talent, and fostering trust, accountability, fun, and high-performing collaboration. Brings strong change management expertise, with a proven track record in organization design within complex environments; leads complex transformations and embeds strategy into sustainable ways of working, governance, processes, and behaviors. Excellent communication skills on all levels, capable of connecting people, influencing stakeholders and creating alignment. Fluent in Dutch and English, both v

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