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Associate - Service Delivery

Posting Date: 19-Jan-2023

Location: London, GB

Company: EBRD

Requisition ID 33100
Office Country United Kingdom
Office City London
Division Information Technology  
Contract Type Fixed Term 
Contract Length 3 years 
Posting End Date  





Purpose of Job


The role holder will have overall responsibility for the delivery, management and improvement of a number of Business IT & Infrastructure services, which support the delivery of defined business services, using a set of well-defined best practices based on ITIL and ISO.


The role holder is also responsible for leading the development, implementation and continuous improvement in IT Service Management (ITSM) processes of Service Catalogue, Service Level, Relationship, and Customer Satisfaction; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.


Accountabilities & Responsibilties


• Contribute directly to the strategy, development and quality of IT Service Management and IT’s service delivery capability. Promote service orientation and ITSM awareness.

• Own specific Business IT & Infrastructure Services and ensure their effective delivery, management and improvement to meet company and client needs.

• Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer requirements.

• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreed Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.

• Is accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

• Drive internal and third party service review meetings covering performance, service improvements, quality and processes.

• Required to promote Service Delivery in projects and develop a strong understanding of projects impacting assigned service area to ensure service impact is minimised and agreed.

• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment with business outcomes.

• Develop both short and long-term service and process goals and maturity levels to be achieved over the specified time period.

• Make recommendations for Service Improvement Plans and ensure actions are followed

through to completion in a timely manner.

• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.

• Provide regular and accurate management reporting on IT Service performance to the IT Leadership Team.


Knowledge, Skills, Experience & Qualifications


Education and Qualifications

Bachelor’s degree. Masters preferred or equivalent experience in the area of expertise

Qualification in Enterprise or Solution Architecture.

Specific specialism certification(s)


Knowledge and Experience

•            Degree educated

•            Experienced Service Management professional

•            ITIL Qualified

•            Previous experience as a Team Lead or demonstrable experience in leading virtual teams

•            Experience of managing 3rd parties and 3rd party delivered services

•            Excellent written and verbal communication skills

•            Excellent customer facing/customer service skills

•            Able to work under pressure and meet deadlines

•            Ability to communicate effectively at all levels both internally and externally

•            Must be able to manage & influence customer and suppliers alike

•            Good analytical and reporting skills

•            Excellent organisational 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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