Principal, Delivery Manager ITSM & ServiceNow

Transform the Future of User Services 

We're looking for a Principal Agile Delivery Manager to lead the delivery of strategic User Services initiatives that enhance the technology experience of our employees. 

Working at the intersection of Agile delivery, ServiceNow, IT Service Management, automation and AI-enabled services, you'll lead complex programmes across multiple squads, partners and stakeholders. You'll play a key role in shaping how technology services are delivered, supporting digital workplace transformation, improving service experiences and driving operational excellence at scale. 

This is an opportunity to influence technology strategy, embed product-led ways of working and help create modern, resilient and user-centric services across the organisation. 

What You'll Do 

• Lead the delivery of complex User Services programmes across Digital Workplace, End User Technology, Service Operations and Service Management capabilities. 

• Drive Agile delivery across multiple squads, ensuring successful outcomes aligned to business and technology priorities. 

• Lead ServiceNow and ITSM-related initiatives, including platform enhancements, automation, integrations and service transformation. 

• Build strong relationships with senior business and technology stakeholders, ensuring alignment on priorities, risks, dependencies and outcomes. 

• Champion Agile delivery best practices, continuous improvement and a product mindset focused on value and user experience. 

• Coach Product Owners, Capability Owners and delivery teams, fostering high-performing and collaborative teams. 

• Balance Agile delivery with governance, financial management, risk control and enterprise delivery standards. 

• Identify opportunities to leverage automation, AI and modern service management practices to improve efficiency and employee experience. 

Need to Have 

User Services & Service Management 

• Proven experience leading large-scale Agile delivery within User Services, Service Management, Digital Workplace or End User Technology environments. 

• Strong understanding of modern service delivery and employee technology experience. 

• Experience delivering complex service transformation programmes across multiple teams and stakeholders. 

ServiceNow Expertise 

• Strong ServiceNow knowledge across ITSM and related capabilities, including platform architecture, integrations, CMDB, data management, automation and release dependencies. 

• Experience working closely with ServiceNow architects, platform owners and technical delivery teams. 

IT Service Management Knowledge 

Strong understanding of: 

• Incident Management 

• Problem Management 

• Change Management 

• Request Management 

• Knowledge Management 

• Configuration Management 

• Asset Management 

• Service Level Management 

Agile Delivery Leadership 

• Extensive experience leading complex Agile delivery across multiple squads, internal teams and strategic partners. 

• Expert knowledge of Scrum, Kanban, SAFe and enterprise Agile delivery practices. 

• Proven success delivering large-scale technology transformation programmes. 

Strategic Leadership 

• Excellent stakeholder management and communication skills, including engagement at senior leadership and steering committee level. 

• Ability to translate service-management strategy into prioritised epics, features and backlogs, balancing customer experience, operational resilience, technical debt and business value. 

• Experience managing enterprise risks, dependencies and governance requirements. 

Principal-Level Capability 

• Ability to shape Agile ways of working across teams and functions. 

• Experience coaching Product Owners, Capability Owners and delivery leaders. 

• Ability to drive measurable outcomes through ServiceNow, automation and AI-enabled service management. 

• Comfortable engaging with ServiceNow architects, ITSM process owners, Service Operations leaders and business stakeholders, translating technical, operational and business priorities. 

• Strong experience communicating delivery progress, risks, dependencies, outcomes and priorities to senior stakeholders and leadership, supported by clear data, metrics and concise reporting. 

Nice to Have 

• Experience leading ServiceNow transformation or platform modernisation programmes. 

• Experience with AI-enabled service management, automation or digital employee experience initiatives. 

• Experience within large-scale enterprise service management environments. 

• Knowledge of hybrid delivery models and enterprise governance frameworks. 

• Advanced Agile certifications such as SPC, A-CSM, RTE, ICAgile or equivalent. 

• Relevant degree or equivalent experience in Technology, Business or Delivery Management. 

Why You'll Love This Role 

• Lead high-profile User Services and ServiceNow transformation initiatives. 

• Shape how technology services are delivered and experienced across the organisation. 

• Work at the forefront of Agile delivery, service management, automation and AI. 

• Influence strategy, ways of working and outcomes across multiple technology teams. 

• Make a tangible impact on employee experience and organisational effectiveness. 

• Join a collaborative environment focused on innovation, continuous improvement and delivering real value. 

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).