Job Title: Service Delivery Manager (SDM)

Job Location: London, UK/ Hybrid

Job Type: Permanent

Job Description:

• The SDM will perform an ITSM consultant role acting as a catalyst for Continuous Service Improvement within the organisation and providing Service Level Management support to the Service Level Manager
• Provides SME, governance and assurance of Service Levels, incl. OLAs and Underpinning Contracts (UCs) across the EBRD Ecosystem
• Convert existing agreed contractual SLAs into report condition formula to enable SLA configuration in Service Now - may require negotiating SLA conditions
• Will establish & embed CSI Process across ecosystem and lead the CSI Forum
• Service Now Reporting Skills with ability to extract data from Service Now, analyse and summarise progress & performance in report/ scorecard...