Principal, Service Operations

Purpose of Job

The Principal, Service Operations is responsible for ensuring that Service Operations IT service management processes (Major Incident, Incident, Problem, Request, Event & Operations) and functions (Service Desk, Desk Side Support) are designed, operated and continuously optimized based on industry standards and efficiently executed by EBRD’s IT support functions to achieve high-quality delivery of IT Services to EBRD’s business.

The role is accountable for the “User First” delivery of these processes underpinned by a continual service improvement model focused on shift left, automation and Zero Touch model.

Accountabilities & Responsibilities

• The prime responsibilities for this role are:
• Provide Service Operations processes and functions that meet the changing & developing needs of the EBRD business and colleagues
• Accountable for the quality of service and performance of the Service Desk & Desk Side Support services
• Responsible for User Experience through the delivery of a User First culture within the Service Operations processes and functions
• Responsible for the performance and integration of Service Operations Processes, and for driving compliance and adherence amongst the Ecosystem (internal and outsourced resolvers)
• Responsible for recommending, implementing and operating technology and tooling that drives the best User Experience
• Responsible for reducing Incident length, impact and ultimately aiming to eradicate Incidents through integrated Event Management, preventative tooling, reactive and proactive Problem Management
• Responsible for reducing the time to provision Service Requests through the implementation & operation of self service & automation tooling
• Responsible for the Joiners, Movers and Leavers process execution at the Service Desk, and drive automation activity.
• Responsible for User Experience Operations tooling.
• Responsible for Major Incident Management, and where necessary act as Critical Major Incident Manager for high profile Incidents.
• Responsible for ensuring supplier execution of Problem Management and Knowledge Management processes to address known errors by reviewing the incident logs and following up on outstanding actions. 
• Responsible for the co-ordination & delivery of Major Event planning such as power downs, patching weekends and major project implementations
• Accountable for effective reporting for Service Operations, with the ability to make data driven recommendations and decisions for IT Leadership, Service Delivery, Ecosystem and Business reports.
• Ensures that daily weekly and monthly statistics and status reports are completed and continually modified to meet the department needs
• Manage the End User Computing Hardware Lifecycle and peripherals across all EBRD locations inc. stock management, insurance coordination, license & hardware purchases
• Act as the EBRD SME for ITSM Service Operations, keeping up to date with market changes and trends, and producing business cases to continually develop the service.
• Accountable for the VIP experience
• Responsible for ensuring Risk Management and Cyber First are embedded in Service Operations culture.
• Act as the face of IT to EBRD colleagues, building a solid relationship with critical and VIP users.

Qualifications & Skills / Experience & Knowledge

• Degree educated or substantial relevant experience
• ITIL accredited  7+ years
• Impeccable communication skills – bringing simplicity to complex problems
• Extensive experience in Major Incident, Incident and Problem Management
• Demonstrable experience in implementing and driving tooling and technology improvements to support Service Operations
• Experience of managing 3rd parties and 3rd party delivered services
• Extensive experience of having run an outsourced Service Desk
• Extensive experience of Continual Service Improvement
• Previous experience as Manager and demonstrable experience in leading virtual teams
• Ability to work on own initiative and make decisions
• Excellent Organisational skills
• Ability to manage conflict and negotiate successful outcomes
• Ability to build and maintain effective relationships with suppliers and internal customers 
• Ability to communicate effectively at all levels both internally and externally
• Excellent experience in managing & influencing customer and suppliers alike
• 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.