Associate, SLM & ITSM Data Insights Manager (Sofia, BG)
Ente: EBRD - European Bank for Reconstruction and Development
Paese: INTL
Descrizione
Select how often (in days) to receive an alert: Create Alert Associate, SLM & ITSM Data Insights Manager Apply now » Posting Date: 3 Sept 2026 Location: Sofia, BG Company: EBRD Requisition ID 36790 Office Country Bulgaria Office City Sofia Division Information Technology Full-Time/Part-Time Full Time Contract Type Fixed Term Contract Length 3 years Posting End Date 16/09/2026 Are you passionate about data, IT service performance and transforming complex operational metrics into meaningful business outcomes? Do you enjoy working at the intersection of IT Service Management, data analytics, stakeholder management and continuous improvement? This is an exciting opportunity to play a key role in strengthening how IT service performance is measured, reported and improved across EBRD’s global technology landscape. We are looking for an Associate, SLM & ITSM Data Insights Manager to help translate business and service requirements into measurable targets, develop trusted reporting solutions and provide insight-led recommendations that improve service quality, operational effectiveness and customer experience. You will work closely with business stakeholders, technology teams and strategic partners to help shape service performance practices, improve transparency, support governance and drive continual improvement through meaningful, data-driven insight. This is an excellent opportunity to combine service management expertise with reporting, analytics and automation capabilities to make a tangible impact in a complex enterprise environment. What You’ll Be Doing Own and continuously evolve the SLM practice and ITSM reporting capability, ensuring consistent measurement, accountability and performance visibility across technology services. Define, govern and improve the SLM process and framework, including SLAs, XLAs, OLAs, KPIs and service performance metrics, ensuring service commitments are measurable, meaningful, consistent and aligned to business outcomes Analyse service performance data, trends and risks to produce actionable insights and recommendations that influence strategic and operational decisions, identify performance gaps and support structured continual improvement to drive service stability and quality. Partner with business stakeholders, technology teams and suppliers to define, negotiate, monitor and improve service commitments and performance expectations. Design, develop and maintain automated ITSM reports, interactive dashboards, scorecards, reporting catalogue, data dictionary and data models that provide trusted, timely and actionable insight to technical and non-technical stakeholders Translate service level and reporting requirements into measurable conditions and logic that can be configured, validated and monitored in ServiceNow and related reporting platforms. Support governance, assurance and risk reporting through timely, meaningful service performance insight for technical and non-technical audiences. Promote automation, self-service reporting and data integration to improve operational efficiency, consistency and data quality. Leverage advanced analytics, forecasting, visualisation and data modelling to identify emerging service risks, patterns, trends and improvement opportunities. Act as the subject matter expert for SLM, service performance reporting and ITSM data insights, promoting best practice and building a data-driven culture through coaching, training and knowledge sharing. Lead reviews and governance discussions across technology teams, business stakeholders and external partners to drive accountability, transparency and service improvement. What We’re Looking For Need to Have – Your Essentials ITIL 4 certification and strong understanding of IT Service Management and Service Level Management practices. Proven experience in SLM, ITSM reporting, analytics and data insights within large and complex organisations Hands on experience designing, implementing and managing SLAs, XLAs, OLAs, KPIs and service performance measurement concepts along with a strong understanding of how they support business outcomes 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, integrating multiple data sources to deliver enterprise-wide service performance insights Experience developing predictive insights, forecasting models or advanced analytics solutions to identify trends, risks and improvement opportunities Experience using platforms such as ServiceNow Reporting, Performance & Platform Analytics, Power BI, DAX, DAX Studio, SQL, JavaScript, REST APIs, OData connectors or comparable analytics and integration frameworks Knowledge of ServiceNow data structures, workflow configuration and platform reporting capabilities. Excellent stakeholder management skills with the ability to communicate effectively with technical and non-te
Settori: Finance / Development / Economics
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