Associate, SLM & ITSM Data Insights Manager

Job Posting Organization:
The European Bank for Reconstruction and Development (EBRD) is a pioneering international organization established in 199

• The EBRD's mission is to foster the transition towards open market-oriented economies and to promote private and entrepreneurial initiative in the countries where it invests. The bank operates in over 30 countries across Europe, Asia, and the Middle East, employing a diverse workforce of approximately 2,000 employees. The EBRD is committed to sustainable development and aims to support projects that enhance economic growth and improve living standards in the regions it serves.

Job Overview:
The Associate, SLM & ITSM Data Insights Manager position is a critical role within the EBRD's Information Technology division. This position focuses on enhancing IT service performance through data analytics and reporting. The successful candidate will be responsible for translating complex operational metrics into actionable insights that drive business outcomes. This role requires a blend of IT service management expertise and data analytics skills to improve service quality, operational effectiveness, and customer experience. The Associate will collaborate with various stakeholders, including business units and technology teams, to establish measurable service performance targets and develop reporting solutions that provide meaningful insights into IT service delivery.

Duties and Responsibilities:
The duties and responsibilities of the Associate, SLM & ITSM Data Insights Manager include:

• Owning and evolving the Service Level Management (SLM) practice and ITSM reporting capabilities to ensure consistent measurement and visibility of performance across technology services.
• Defining and improving the SLM process and framework, including SLAs, XLAs, OLAs, KPIs, and service performance metrics.
• Analyzing service performance data to produce actionable insights and recommendations that influence strategic and operational decisions.
• Partnering with business stakeholders and technology teams to define, negotiate, and monitor service commitments and performance expectations.
• Designing and maintaining automated ITSM reports, dashboards, and data models that provide timely insights to stakeholders.
• Supporting governance and risk reporting through meaningful service performance insights.
• Promoting automation and self-service reporting to enhance operational efficiency.
• Acting as a subject matter expert for SLM and ITSM data insights, providing training and knowledge sharing.
• Leading reviews and governance discussions to drive accountability and service improvement.

Required Qualifications:
The required qualifications for this position include:

• ITIL 4 certification and a strong understanding of IT Service Management and Service Level Management practices.
• Proven experience in SLM, ITSM reporting, analytics, and data insights within large organizations.
• Hands-on experience in designing and managing SLAs, XLAs, OLAs, KPIs, and service performance measurement concepts.
• Ability to translate stakeholder requirements into practical reporting and service management solutions.
• Experience creating automated dashboards and reports using ServiceNow and Power BI.
• Knowledge of advanced analytics, forecasting, and data modeling techniques.
• Excellent stakeholder management skills and the ability to communicate effectively with diverse audiences.

Educational Background:
Candidates should possess a relevant degree in Information Technology, Computer Science, Data Analytics, or a related field. Advanced degrees or certifications in IT service management or data analytics are considered an asset.

Experience:
The position requires significant experience in IT service management, data analytics, and reporting, ideally within a complex organizational environment. Candidates should have a proven track record of implementing service performance metrics and reporting solutions that drive business outcomes.

Languages:
Fluency in English is mandatory, both written and spoken. Knowledge of additional languages is considered a plus, particularly those relevant to the EBRD's operational regions.

Additional Notes:
This is a full-time position with a fixed-term contract lasting three years. The role is based in Sofia, Bulgaria, and offers a hybrid working arrangement. The EBRD values diversity and encourages applications from all qualified candidates, regardless of their background. The organization provides a comprehensive benefits package and prioritizes employee wellbeing.