Associate, SLM & ITSM Data Insights Manager
Quick answer
EBRD - European Bank for Reconstruction and Development is hiring a mid-level Associate, SLM & ITSM Data Insights Manager in Sofia, Bulgaria, to enhance IT service performance measurement and reporting. The role involves translating business requirements into measurable targets and developing reporting solutions. The position is full-time and offers hybrid working arrangements and a comprehensive benefits package.
- Role
- Associate, SLM & ITSM Data Insights Manager
- Organization
- EBRD - European Bank for Reconstruction and Development
- Location
- Sofia, Bulgaria
- Work setup
- Hybrid
- Level
- Mid
- Category
- Engineering & Technology
The role
The Associate, SLM & ITSM Data Insights Manager will play a crucial role in enhancing IT service performance measurement and reporting at EBRD. This position involves translating business requirements into measurable targets, developing reporting solutions, and providing insights to improve service quality and operational effectiveness. The role requires collaboration with stakeholders and technology teams to drive continuous improvement through data-driven insights.
What you'll do
- Own and continuously evolve the SLM practice and ITSM reporting capability
- Define, govern and improve the SLM process and framework
- Analyze service performance data, trends and risks to produce actionable insights
- Partner with business stakeholders, technology teams and suppliers to define, negotiate, monitor and improve service commitments
- Design, develop and maintain automated ITSM reports, interactive dashboards, scorecards, reporting catalogue, data dictionary and data models
- Support governance, assurance and risk reporting through timely, meaningful service performance insight
What it takes
- ITIL 4 certification
- Proven experience in SLM, ITSM reporting, analytics and data insights
- Hands-on experience designing, implementing and managing SLAs, XLAs, OLAs, KPIs and service performance measurement concepts
- Ability to translate stakeholder requirements into practical reporting, measurement and service management solutions
- Hands-on experience creating automated, interactive dashboards and reports using ServiceNow and Power BI
- Experience developing predictive insights, forecasting models or advanced analytics solutions
What you'll bring
How we treat you
Hybrid and flexible working arrangements, varied and engaging work, inclusion and diversity, sustainability, equality, digital transformation, employee wellbeing, comprehensive suite of competitive benefits
Frequently asked questions
Where is the job located?
The job is located in Sofia, Bulgaria.
What is the compensation?
The compensation is not specified.
What are the key qualifications required?
Key qualifications include ITIL 4 certification, experience in SLM and ITSM reporting, hands-on experience with SLAs, XLAs, OLAs, KPIs, and the ability to translate stakeholder requirements into reporting solutions.
How can I apply?
You can apply by clicking the 'Apply' button on the job posting.
Is the job remote?
The job offers hybrid working arrangements, with a minimum of 3 days a week in the office.
How to apply
Apply directly on EBRD - European Bank for Reconstruction and Development's site. We link straight through — no resume parsing, no profile to fill out.
This listing is aggregated from a third-party source and its summary may be auto-generated, so details can be inaccurate or out of date. ForGood is not the employer and is not liable for the content — please verify everything on EBRD - European Bank for Reconstruction and Development's official posting before applying.
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