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Principal, Service Enablement

Posting Date: 26-Jan-2023

Location: London, GB

Company: EBRD

Requisition ID 32685
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 Principal, Service Enablement is responsible for ensuring that Service Enablement IT service management processes (Change, Release, Service Asset & Configuration, Software Asset, Service Catalogue, Capacity and Availability Management) are designed, operated and continuously optimized based on industry standards and efficiently executed by EBRD’s IT teams and process functions to enable safe, efficient and successful 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 enabling Shift left, automation, and Zero Touch Model. The Service Enablement processes specifically require an “Adopt & Adapt” style based on changing ways of working inc. DevSecOps, CI/CD, decentralised Service Management etc. 


Accountabilities & Responsibilties


  • The prime responsibilities and accountabilities of this role are:
  • Accountable for developing and delivering Service Enablement processes and functions that meet the changing & developing needs of the EBRD business;
  • Responsible for user experience through the delivery of a ‘User First’ culture within the Service Enablement processes and functions;
  • Accountable for definition, implementation, performance and integration of Service Enablement processes, and for driving compliance and adherence amongst the ecosystem (internal and outsourced partners);
  • Accountable for recommending, implementing and operating technology and tooling that drives the best outcomes and user experience;
  • Accountable for driving improved process performance by using KPIs and data-driven reporting;
  • Accountable for continual improvement of all in-scope processes;
  • Accountable for enforcing and governing the Change Management process to support safe and successful implementation of change and compliance with quality and audit requirements; 
  • Accountable for implementing tooling and process improvements to enable more granular, multi-modal application of Change Management and the ability to support DevOps and CI/CD ways of working;
  • Accountable for developing Release Management process, tooling and capability to support an expansion and standardisation of its adoption and the ability to support DevOps and CI/CD ways of working;
  • Accountable for implementation of tooling and processes to support enterprise-level Software and Hardware Asset Management ensuring entitlement, usage and compliance are actively managed, optimised and risk reduced;
  • Accountable for definition and implementation of Availability and Capacity Management processes, and subsequent accountability for operation of these processes;
  • Accountable for improving accuracy and completeness of data in the CMDB and operational processes associated with it, including automation of processes where possible. Enable and evangelise the use of the CMDB as a tool for aiding decision making;
  • Accountable for expanding the use of the CMDB to cover suppliers, services and associated service architecture, including managing service lifecycle;
  • Accountable for implementing and delivering the service catalogue;
  • Assist with co-ordination & delivery of major event planning such as planned power outages, patching weekends and major project implementations;
  • Accountable for effective reporting for Service Enablement, with the ability to make data driven recommendations and decisions for IT Leadership, Service Delivery, Ecosystem and Business reports;.
  • Act as the EBRD SME for ITSM Service Enablement, keeping up to date with market changes and trends, and producing business cases to continually develop the service;
  • Accountable for ensuring Risk Management and Cyber First are embedded in Service Enablement culture;
  • Act as the face of IT to EBRD colleagues, building a solid relationship with critical and VIP users.
  • Work with Principal, SIAM, Principal, Service Operations and Principal, Service Design & Transition to ensure that ITSM processes are delivered seamlessly and effectively to meet requirements
  • This role will be required to support as an escalation point to manage major incidents & critical business activity outside of core working hours





Knowledge, Skills, Experience & Qualifications


Degree educated or substantial relevant experience;

  • ITIL accredited  7+ years;
  • Impeccable communication skills – bringing simplicity to complex problems;
  • Extensive experience in Change, Release, SACM, Availability and Capacity Management;
  • Demonstrable experience in implementing and driving tooling and technology improvements to support Service Operations;
  • Experience of working in immature process environments and of building capabilities from the ground up, including gaining buy-in from stakeholders and user community;
  • Experience of managing 3rd parties and 3rd party delivered services;
  • 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, negotiate successful outcomes and gain buy-in from stakeholders with conflicting priorities;
  • 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.

Job Segment: Embedded, Sustainability, User Experience, Risk Management, Change Management, Technology, Energy, Finance, Management