Principal for Business IT Relationship Management

Job Posting Organization:
The European Bank for Reconstruction and Development (EBRD) is an international financial institution established in 199

• Its mission is to promote the transition to market economies and to foster private and entrepreneurial initiatives in countries across Europe, Central Asia, and beyond. The EBRD operates in over 30 countries and employs a diverse workforce of approximately 2,000 employees. The organization is committed to sustainability, equality, and digital transformation, ensuring that these values are integrated into its operations and culture.

Job Overview:
The Principal for Business IT Relationship Management (BITRM) is a pivotal role within the EBRD, responsible for leading the BITRM Centre of Excellence (CoE). This position requires a strategic mindset to act as the primary interface between IT and business stakeholders across various functions and regions. The Principal will shape the service strategy, define standards, and ensure alignment with ITIL principles while driving the adoption of best practices. The role demands a high degree of autonomy and accountability in optimizing service processes and enhancing user experience. The Principal will also contribute to governance and assurance activities, supporting innovation and transformation initiatives to deliver high-quality services that align with the Bank's broader organizational objectives.

Duties and Responsibilities:
The Principal will lead the BITRM strategy and operating model, ensuring impactful engagement across all functions and regions. Responsibilities include owning the end-to-end IT-business client relationship, particularly with MD/Director-level stakeholders, and acting as a trusted advisor. The Principal will define and champion a 'User First' strategy, establishing best-in-class customer service standards. They will govern a 360° feedback model to translate user needs into actionable priorities and measurable outcomes. The role involves owning CSAT and XLA frameworks, including measurement and performance reporting. The Principal will partner with Capability Leads and Service Operations to translate business requirements into prioritized backlogs and service improvements. They will also define structured engagement forums to strengthen trust and alignment, act as a senior escalation point for unresolved issues, and provide leadership to Workplace Technology Engineers while coaching BRMs/Customer Engagement leads.

Required Qualifications:
Candidates must be educated to degree level or possess equivalent professional experience. A strong knowledge of ITIL v4 practices, particularly in Business Relationship Management, Service Level Management, and Continual Improvement, is essential. Proven experience in leading Business Relationship Management or Customer Success functions in complex IT environments is required. Candidates should demonstrate a deep understanding of customer satisfaction frameworks such as CSAT, NPS, and XLA, and possess excellent stakeholder engagement and communication skills. Experience in Agile ITSM methodologies and the ability to bridge technical and non-technical stakeholders are also necessary. Strong analytical skills to interpret feedback and drive improvement actions are crucial, along with familiarity with ServiceNow Survey and measurement tools.

Educational Background:
A degree in a relevant field is required, or equivalent professional experience that demonstrates the necessary skills and knowledge for the role. Advanced ITIL certification or a similar certification in Business Relationship Management is highly desirable.

Experience:
Candidates should have significant experience leading Business Relationship Management or Customer Success functions, particularly in multi-stakeholder IT environments. A track record of improving user experience and strengthening customer trust in IT services is essential. Experience operating within multi-supplier, multi-region engagement models is also beneficial.

Languages:
Fluency in English is mandatory, and proficiency in additional languages relevant to the EBRD's operational regions would be advantageous.

Additional Notes:
This position is a regular contract role with a contract length that is not specified. The EBRD promotes flexible working arrangements, expecting employees to attend the office 50% of their working time. The organization encourages applications from all qualified candidates, particularly those from EBRD member countries, and is committed to diversity and inclusion in its workforce.