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Analyst, Service Operations

Posting Date: 05-Jan-2023

Location: London, GB

Company: EBRD

Requisition ID 32845
Office Country United Kingdom
Office City London
Division Information Technology  
Contract Type Regular 
Contract Length  
Posting End Date  





Purpose of Job


The Analyst, Service Operations & Performance is required to provide day-to-day activities to support the delivery of Service Operations and undertake the reporting, performance monitoring & administrative activities required to enable oversight of the delivery of all ITSM & Technical Services.


A multi-supplier delivery model requires a great deal of co-ordination and data consolidation. This role is key to ensuring the ITSM team has access to the relevant reports and information they need to manage the Service Performance (Process, Service Relationship & Product lifecycle) effectively and in line with ITIL best practice.  


Accountabilities & Responsibilties


The prime responsibilities for this role are:

•            Provide reporting analysis capability to identify the trending of service issues with insight of actions to be taken to drive improvement of service performance and stability.

•            Manages and maintains service reporting, acting as the Subject Matter Expert, creating relevant artefacts in a timely manner for Associate, Service Delivery Managers and other teams as agreed inc. ITSM Forums, IT Business Service Reviews and other governance meetings.

•            Accountable for the tracking and reporting of Governance Metrics, Service Risks and the measurement / exception reporting of CSL’s, SLA’s & KPI’s used to measure the level of service provided to the Business.

•            Responsible for gathering, consolidation, improvement and validation of Service Performance, presenting in an agreed format in readiness for monthly service level review session with the relevant suppliers or teams.

•            Identify, coordinate and manage areas of improvement from Operations and Performance management information to benefit customers, clients, improve efficiency and /or reduce costs through the analysis of data gathered for Governance Reviews.

•            Produces regular robust service documentation & presentation material for stakeholder consumption operating at varying levels, supporting the Service Manager.

•            Support the Associate, Service Delivery Managers at regular service reviews with the customers and suppliers through the preparation of supporting reports and documentation.

•            Own & maintain the ITSM risk register, ensuring risks are documented and action points followed up on. Alongside the Principal, Service Operations ensure identified risks are escalated as appropriate to the IT Risk Register.

•            Supports, and leads where appropriate, the Delivery, Improvement and Governance of the Service Operations Processes.

•            On an agreed basis and supported by SD&M and I&O Leadership, leads and represents or orchestrates Service Operations e.g. during a Major incident, daily Operations calls, health checks etc. 


Knowledge, Skills, Experience & Qualifications


  • Good understanding of ITIL framework and all associated ITIL processes
  • Must have worked in a role supporting ITIL v3 aligned services
  • Experience of Major Incident, Incident, Problem and Operations orchestration
  • Experience of data extraction, validation and ITSM tooling
  • Experience of supporting 3rd party delivered services
  • Ability to work on own initiative and make decisions
  • Strong Organisational skills
  • Excellent analytical and reporting skills

What is it like to work at the EBRD?


Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in. 


The EBRD environment provides you with:

  • Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in;
  • A working culture that embraces inclusion and celebrates diversity;
  • An environment that places sustainability, equality and digital  transformation at the heart of what we do.


Diversity is one of the Bank’s core values which are at the heart of everything it does.  A diverse workforce with the right knowledge and skills enables connection with our clients, brings pioneering ideas, energy and innovation. The EBRD staff is characterised by its rich diversity of nationalities, cultures and opinions and we aim to sustain and build on this strength. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities.  As an inclusive employer, we promote flexible working and expecting our employee to attend the office 50% of their working time.

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