We are looking for x2 Service Delivery Associates on a 3 year Fixed Term contract, based in London HQ.
*End User Experience is ESSENTIAL*
With the IT Strategy moving towards a multi supplier support and operations outsourced model the retained IT Service Management organisation will become much more of a governance and oversight function, The SDM is required to be the interface between the BRM's and all suppliers involved in the delivery the IT services within their remit.
The role holder will have overall responsibility for the delivery, management and improvement of a number of IT services, which support the delivery of defined business services, using a set of well-defined best practices based on ITIL and ISO. The role holder is also responsible for leading the development, implementation and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.
Accountabilities & Responsibilities
Contribute directly to the strategy, development and quality of IT Service Management and IT's service delivery capability. Promote service orientation and ITSM awareness.
Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs.
Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer requirements.
Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreed Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
Is accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
Required to promote Service Delivery in projects and develop a strong understanding of projects impacting assigned service area to ensure service impact is minimised and agreed.
Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment with business outcomes.
Develop both short and long-term service and process goals and maturity levels to be achieved over the specified time period.
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.
Provide regular and accurate management reporting on IT Service performance to the IT Leadership Team.
Knowledge, Skills, Experience & Qualifications
Experienced Service Management professional
Previous experience as a Team Lead or demonstrable experience in leading virtual teams
Experience of managing 3rd parties and 3rd party delivered services
Excellent written and verbal communication skills
Excellent customer facing/customer service skills
Able to work under pressure and meet deadlines
Ability to communicate effectively at all levels both internally and externally
Must be able to manage & influence customer and suppliers alike
Good analytical and reporting skills
Excellent organisational skills.
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.
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Internal Number: 5479197
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