Principal, Business IT Relationship Mngr

The Principal is responsible for leading the definition, development and strategic direction of service management capabilities at the EBRD. Operating with a high degree of autonomy, the Principal is accountable for shaping service strategy, defining standards and ensuring alignment with Information Technology Infrastructure Library (ITIL) principles and the Bank’s broader organisational objectives. The Principal governs, operates and optimises service processes, drives the adoption of best practices, and influences cross-capability teams, suppliers, and stakeholders to deliver consistent, high-quality services. The Principal supports governance and assurance activities, contributes to innovation and transformation initiatives, and challenges the norm to embed service excellence and enhance user experience and business value.

Accountabilities & Responsibilities

• The Principal for Business IT Relationship Management (BITRM) is responsible for leading the BITRM Centre of Excellence (CoE) and acting as the strategic interface between IT and business stakeholders across all functions and regions.
• They ensure technology is positioned as a driver of business outcomes, long-term value, and user satisfaction.
• Leads, defines, and executes the BITRM strategy and operating model through the BITRM CoE, ensuring consistent, high-impact engagement across all functions and regions.
• Owns the end-to-end IT–business client relationship, including MD/Director‑level stakeholders, acting as IT’s strategic interface and trusted advisor.
• Defines and champions a “User First” strategy, setting best‑in‑class customer service standards and experience outcomes.
• Establishes and governs a 360° feedback model, translating needs and sentiment into clear priorities, actions, and measurable outcomes for IT and the business.
• Owns CSAT and XLA frameworks end-to-end, including measurement, insight generation, improvement plans, and transparent performance reporting.
• Partners with Capability Leads, Service Operations, and ServiceNow to translate business requirements into prioritised backlogs and tangible service improvements across BAU and change delivery.
• Defines and runs structured engagement forums (e.g., reviews, Quarterly Business Reviews, townhalls) to strengthen trust, transparency, and alignment.
• Acts as the senior escalation point for unresolved engagement or satisfaction issues, and provides matrix leadership to Workplace Technology Engineers while coaching BRMs/Customer Engagement leads to drive consistent standards and continuous improvement.

Knowledge, Skills, Experience & Qualifications

• Educated to degree level or possesses equivalent professional experience.
• Strong knowledge of ITIL v4 practices, especially Business Relationship Management, Service Level Management, and Continual Improvement.
• Proven experience leading Business Relationship Management (BRM) or Customer Success functions within complex, multi‑stakeholder IT environments.
• Deep understanding of customer satisfaction frameworks, including CSAT, NPS, XLA, and how to embed them into IT services.
• Excellent stakeholder engagement, influencing and communication skills, with experience operating at executive and senior leadership levels.
• Skilled in matrix leadership, aligning customer engagement resources across different teams.
• Experience in Agile ITSM ways of working, ensuring business value is represented in backlogs and sprints.
• Ability to translate business needs into IT priorities, bridging technical and non‑technical stakeholders.
• Track record of improving user experience and strengthening customer trust in IT services.
• Strong analytical skills, interpreting feedback and survey data, identifying themes, and driving improvement actions.
• Familiarity with ServiceNow Survey, CSAT/XLA measurement tools, or equivalent platforms is desirable.
• Experience operating within multi‑supplier, multi‑region engagement models.
• Holds advanced ITIL certification or a similar certification in Business Relationship Management.

What is it like to work at the EBRD?

Our agile and innovative approach is what makes life at the EBRD a unique experience. You will be part of a pioneering and diverse international organisation, using your talents to make a real difference to people’s lives and help shape the future of the regions we invest in. The EBRD environment provides you with:

• Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in.
• A working culture that embraces inclusion and celebrates diversity.
• An environment that places sustainability, equality and digital transformation at the heart of what we do.

Diversity is one of the Bank’s core values. The EBRD staff is characterised by its rich diversity of nationalities, cultures and opinions, and we aim to sustain and build on this strength. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation, or disabilities. As an inclusive employer, we promote flexible working and expect employees to attend the office 50% of their working time.