Associate, Strategic Partner Management

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

• Its mission is to promote the transition to market economies in countries from Central Europe to Central Asia. The EBRD operates in over 30 countries and employs approximately 2,000 staff members. The bank focuses on fostering sustainable and inclusive growth, supporting private sector development, and promoting investment in the regions it serves. The EBRD is known for its commitment to environmental sustainability and social responsibility, making it a leader in the field of development finance.

Job Overview:
The Associate, Strategic Partner Management position within EBRD's Technology team is a pivotal role that focuses on enhancing the effectiveness of the Strategic Technology Partner ecosystem. The successful candidate will be responsible for ensuring that technology partnerships deliver tangible business value. This role requires a blend of technical acumen, service management expertise, and strong relationship-building skills. The Associate will work closely with technology teams to implement the Strategic Partner Framework (SPF), drive operational excellence, and monitor service performance metrics. The position is ideal for individuals who thrive in a dynamic IT environment and are passionate about leveraging technology to improve service delivery and operational outcomes.

Duties and Responsibilities:

• Support the implementation and adoption of the Strategic Partner Framework (SPF) across various technology teams.
• Drive operational excellence by ensuring that partner services are aligned with the Technology Blueprint and workforce strategy.
• Monitor service performance, including KPIs and delivery outcomes, while proactively identifying areas for improvement.
• Build and maintain strong relationships between strategic partners and internal technology teams to foster collaboration.
• Facilitate service governance and performance review meetings to ensure accountability and transparency.
• Assist in escalation management and help resolve operational issues that arise between suppliers and internal teams.
• Produce comprehensive reporting, insights, and governance artifacts that support informed decision-making processes.
• Champion continuous service improvement and innovation within the partner ecosystem to enhance service delivery.

Required Qualifications:
Candidates must possess experience in IT Service Management, Supplier Management, or Partner Management. A strong understanding of ITIL v4 principles and practices is essential. Experience in working within Service Integration and Management (SIAM) or multi-supplier environments is required. Proven experience in managing service performance through Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Key Performance Indicators (KPIs), and service reporting is necessary. Candidates should have the ability to analyze performance data and translate insights into actionable strategies. Experience in leading service governance and performance review meetings is also required. Strong stakeholder management, communication, and influencing skills are critical for success in this role. Familiarity with tools such as ServiceNow for reporting and service management is advantageous. The ability to manage multiple priorities and work effectively across both technical and business teams is essential.

Educational Background:
A bachelor's degree in a relevant field such as Information Technology, Business Administration, or a related discipline is required. Advanced degrees or certifications in IT Service Management or related areas are preferred and may enhance a candidate's qualifications for this role.

Experience:
Candidates should have a minimum of 3-5 years of relevant experience in IT Service Management, Supplier Management, or Partner Management. Experience in a complex IT environment with multiple stakeholders is highly desirable. Familiarity with governance frameworks and performance management in technology partnerships is also beneficial.

Languages:
Fluency in English is mandatory, as it is the primary language of communication within the organization. Proficiency in additional languages relevant to the EBRD's operational regions is considered a plus and may enhance a candidate's profile.

Additional Notes:
This position is a fixed-term contract lasting for 3 years. The role is full-time and based in Sofia, Bulgaria. The EBRD promotes a hybrid working model, encouraging collaboration in person at least three days a week. The organization values diversity and inclusion, welcoming applications from all qualified candidates regardless of their background. The EBRD offers a comprehensive benefits package that prioritizes employee wellbeing and supports a healthy work-life balance.