Associate, SLM & ITSM Data Insights Manager

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Associate, SLM & ITSM Data Insights Manager

mid · Data Science & Analytics

Are you passionate about data, IT service performance and transforming complex operational metrics into meaningful business outcomes? 
Do you enjoy working at the intersection of IT Service Management, data analytics, stakeholder management and continuous improvement?

This is an exciting opportunity to play a key role in strengthening how IT service performance is measured, reported and improved across EBRD’s global technology landscape.

We are looking for an Associate, SLM & ITSM Data Insights Manager to help translate business and service requirements into measurable targets, develop trusted reporting solutions and provide insight-led recommendations that improve service quality, operational effectiveness and customer experience.

You will work closely with business stakeholders, technology teams and strategic partners to help shape service performance practices, improve transparency, support governance and drive continual improvement through meaningful, data-driven insight.

This is an excellent opportunity to combine service management expertise with reporting, analytics and automation capabilities to make a tangible impact in a complex enterprise environment.

What You’ll Be Doing

• Own and continuously evolve the SLM practice and ITSM reporting capability, ensuring consistent measurement, accountability and performance visibility across technology services.
• Define, govern and improve the SLM process and framework, including SLAs, XLAs, OLAs, KPIs and service performance metrics, ensuring service commitments are measurable, meaningful, consistent and aligned to business outcomes
• Analyse service performance data, trends and risks to produce actionable insights and recommendations that influence strategic and operational decisions, identify performance gaps and support structured continual improvement to drive service stability and quality.
• Partner with business stakeholders, technology teams and suppliers to define, negotiate, monitor and improve service commitments and performance expectations.
• Design, develop and maintain automated ITSM reports, interactive dashboards, scorecards, reporting catalogue, data dictionary and data models that provide trusted, timely and actionable insight to technical and non-technical stakeholders

• Translate service level and reporting requirements into measurable conditions and logic that can be configured, validated and monitored in ServiceNow and related reporting platforms.

• Support governance, assurance and risk reporting through timely, meaningful service performance insight for technical and non-technical audiences.

• Promote automation, self-service reporting and data integration to improve operational efficiency, consistency and data quality.
• Leverage advanced analytics, forecasting, visualisation and data modelling to identify emerging service risks, patterns, trends and improvement opportunities.
• Act as the subject matter expert for SLM, service performance reporting and ITSM data insights, promoting best practice and building a data-driven culture through coaching, training and knowledge sharing.
• Lead reviews and governance discussions across technology teams, business stakeholders and external partners to drive accountability, transparency and service improvement.

What We’re Looking For

Need to Have – Your Essentials

• ITIL 4 certification and strong understanding of IT Service Management and Service Level Management practices.
• Proven experience in SLM, ITSM reporting, analytics and data insights within large and complex organisations

• Hands on experience designing, implementing and managing SLAs, XLAs, OLAs, KPIs and service performance measurement concepts along with a strong understanding of how they support business outcomes
• Ability to translate stakeholder requirements into practical reporting, measurement and service management solutions

• Hands-on experience creating automated, interactive dashboards and reports using ServiceNow and Power BI, integrating multiple data sources to deliver enterprise-wide service performance insights
• Experience developing predictive insights, forecasting models or advanced analytics solutions to identify trends, risks and improvement opportunities

• Experience using platforms such as ServiceNow Reporting, Performance & Platform Analytics, Power BI, DAX, DAX Studio, SQL, JavaScript, REST APIs,  OData connectors or comparable analytics and integration frameworks
• Knowledge of ServiceNow data structures, workflow configuration and platform reporting capabilities.

• Excellent stakeholder management skills with the ability to communicate effectively with technical and non-technical audiences

Nice to Have

• ITIL 4 Managing Professional certifications:
• Create, Deliver & Support
• Direct, Plan & Improve
• Drive Stakeholder Value
• High Velocity IT
• Monitor, Support & Fulfil
• Experience working within a SIAM (Service Integration and Management) multi supplier operating model.
• Experience developing and delivering training, coaching or knowledge-sharing sessions.
• Lean Six Sigma Yellow Belt (or higher).
• Experience working in Agile and/or Kanban environments.

• ISO 20000 certification or comparable IT service management qualifications.
  
  

Why You’ll Love This Role

This is an exciting opportunity to combine service management expertise with data analytics to make a visible impact on how technology services are measured, governed and improved across the Bank.

You will help shape service level practices, build trusted reporting capabilities and deliver data-driven insights that support better decisions, improved service quality, transparency and customer experience.

If you are passionate about service excellence, analytics, continual improvement and using data to drive meaningful outcomes, this is an excellent opportunity to help shape modern, insight-led IT service management practices at EBRD.

What is it like to work at the EBRD? / About 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.  

At EBRD, our Values – Inclusiveness, Innovation, Trust, and Responsibility – are at the heart of how we work. We bring these to life through our Workplace Behaviours: listening well and speaking up, collaborating smartly, acting decisively with full commitment, and simplifying to amplify our impact. These principles shape our culture and define our success. We seek individuals who not only share these values but are also committed to embedding them in their daily work, fostering a positive and high-performing environment. 

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. Our workforce reflects a broad range of backgrounds, perspectives, and experiences, bringing fresh ideas, energy, and innovation and enhancing our ability to serve our clients, shareholders, and counterparties effectively.
• We offer hybrid and flexible working arrangements and believe we operate at our best when collaborating 3 days a week in person (minimum).
• An environment that places sustainability, equality and digital transformation at the heart of what we do. 
• A workplace that prioritises employee wellbeing and provides a comprehensive suite of competitive benefits. 

Diversity is one of the Bank’s core values which are at the heart of everything it does.  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, gender identity, sexual orientation, age, socio-economic background or disability.   

Please note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted (for further consideration).