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Principal, Service Integration

Posting Date: 23-Sep-2022

Location: London, GB

Company: EBRD

Requisition ID 31921
Office Country United Kingdom
Office City London
Division Information Technology  
Contract Type Fixed Term 
Contract Length 2 years 
Posting End Date  

 

 

 

 

Purpose of Job

 

The Principal, Service Integration (SIAM) will be responsible for the establishment of the SIAM framework encompassing the Banks internal IT support teams, Third Party Vendors and Suppliers/Partners, ensuring all achieve their strategic goals, meet their contractual obligations and provide best in class service to EBRD.

 

The Principal, Service Integration is accountable for the governance, assurance and the management of IT Service Provider Ecosystem (both Internal and External providers) performance against the contracted and agreed service levels. The Principal, Service Integration will define, document and integrate the IT Supplier Ecosystem with a “User First” approach and will set the standard expected from IT Partners and internal IT Support team.

 

The Principal, Service Integration is accountable for the Performance, Reporting and Continual Service Improvement of the Ecosystem, management and customer reporting.

 

Accountabilities & Responsibilities

 

  • The prime responsibilities for this role are:
  • Accountable for the governance, oversight and improvement of the performance of the Ecosystem in delivering to EBRD business outcomes
  • Ensure a coordinated approach for the Ecosystem, with an agreed set of standards, processes, tooling and governance
  • Ensure new or changed relationships with the Ecosystem meet the set standards
  • Embed a continual improvement and User First culture & operating model across the Ecosystem
  • Work with our commercial, technical, service and risk teams to identify omissions, errors or improvements in SLA, OLA’s & Contracts for Partner and Internal teams
  • Act as a Senior Escalation for Operational Ecosystem issues when normal escalations routes have been exhausted
  • Work with the Ecosystem Partners to provide a unified, prioritised backlog and strategy for SIAM Service Now including automation and continual improvements
  • Act as an on call member of the User Services Capability Leadership Team on an agreed basis
  • Chair the Service Integration Board.
  • Own User Services Performance & Reporting inc. Service Delivery, SIAM and Customer performance reporting.
  • Hold the Ecosystem to account for Service Performance
  • Chair the Continual Service Improvement and Innovation Board. As part of this, drive a culture of automation, innovation and CSI.
  • Ensure performance reports are published, analyse the root cause of performance shortfalls against committed SLA performance targets and be accountable for the KPIs to initiate improvements.
  • Regular review of CSAT, SLAs, OLAs and underpinning contracts.
  • Ensure regular monitoring of SLAs and intervention if SLAs are endangered.
  • Convenes the board with representatives of relevant processes, services, operations management, and the customer.
  • Reviews and agree on current performance levels and trends.
  • Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools.
  • Govern the Continual Service Improvement in conjunction with customers' strategy and drive it across Service Providers.
  • Track and Report CSIs across Providers.
  • Leads the SIAM Tower and drives its efficiency and effectiveness.
  • Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff.
  • Provides subject matter expertise and leadership in service management.
  • Develops a ‘user first’ culture that includes on-boarding, ongoing training and awareness campaigns for the Ecosystem.
  • Establish a Service Integration Ecosystem, including:
  • Setup required Governance to ensure process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly
  • Establish common standards for processes and reporting
  • Creates a culture of sharing and learning between the suppliers

 

 

 

 

Qualifications & Skills / Experience & Knowledge

 

  • Degree educated or substantial relevant experience
  • ITIL accredited 
  • Experience of managing 3rd parties and 3rd party delivered services
  • Extensive experience of Continual Service Improvement
  • 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
  • Excellent interpersonal and influencing skills, in particular service orientation, organisational awareness and people empathy.
  • 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
  • Ability to operate sensitively in a multicultural environment

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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