Associate, Strategic Partner Management

Join EBRD's Technology team to support the Strategic Technology Partner ecosystem, driving operational excellence, strengthening delivery outcomes, and enabling high-performing partnerships. This role involves working with technology teams, service performance, data-driven decision making, and relationship management in a complex IT environment.

Responsibilities

• Support the delivery and adoption of the Strategic Partner Framework (SPF) across technology teams.
• Drive operational excellence, ensuring partner services align with the Technology Blueprint and workforce strategy.
• Monitor service performance, KPIs, and delivery outcomes, proactively identifying opportunities for improvement.
• Build strong relationships between strategic partners and internal technology teams.
• Facilitate service governance and performance review meetings.
• Support escalation management and help resolve operational issues across suppliers and internal teams.
• Produce reporting, insights, and governance artefacts that support informed decision-making.
• Champion continuous service improvement and innovation across the partner ecosystem.

Requirements

• Experience in IT Service Management, Supplier Management, or Partner Management.
• Strong understanding of ITIL v4 principles and practices.
• Experience working within SIAM or multi-supplier environments.
• Proven experience managing service performance through SLAs, OLAs, KPIs, and service reporting.
• Ability to analyse performance data and turn insights into actions.
• Experience leading service governance and performance review meetings.
• Strong stakeholder management, communication, and influencing skills.
• Experience using tools such as ServiceNow for reporting and service management.
• Ability to manage multiple priorities and work effectively across technical and business teams.
• ITIL v4 Practitioner certification (or equivalent) is a plus.
• Experience working with offshore or strategic technology partners is desirable.
• Experience defining KPIs and performance frameworks is desirable.
• Knowledge of Continual Service Improvement (CSI) methodologies is desirable.
• Experience with supplier governance audits is desirable.
• Experience defining or managing services within a multi-tier SIAM model is desirable.

Skills

• IT Service Management
• Supplier Management
• Partner Management
• ITIL v4 certification
• SIAM
• Service Level Agreements
• Operational Level Agreements
• Key Performance Indicators (KPIs)
• Service Reporting
• Performance Data Analysis
• Service Governance
• Performance Review Meetings
• Stakeholder Management
• ServiceNow Experience
• Multi-supplier Environments
• Continual Service Improvement
• Supplier Governance Audits
• Multi-tier SIAM Model

Languages

English