Principal, Delivery Manager ITSM & ServiceNow
European Bank for Reconstruction and Development ·
- Seniority
- Principal
- Employment
- Part time
- Category
- Project management
- Experience
- 3+ years
European Bank for Reconstruction and Development ·
Providence
Methods Business and Digital Technology · London, England, United Kingdom
ICF · Reston, VA
SAIC · Washington, DC, United States
Principal Agile Delivery Manager at EBRD's Sofia office, leading User Services programmes across ServiceNow, ITSM, automation and AI-enabled services. Day to day: coordinating multiple squads and partners, coaching Product Owners, and aligning senior stakeholders while driving digital workplace transformation and operational excellence.
Transform the Future of User Services
We're looking for a Principal Agile Delivery Manager to lead the delivery of strategic User Services initiatives that enhance the technology experience of our employees.
Working at the intersection of Agile delivery, ServiceNow, IT Service Management, automation and AI-enabled services, you'll lead complex programmes across multiple squads, partners and stakeholders. You'll play a key role in shaping how technology services are delivered, supporting digital workplace transformation, improving service experiences and driving operational excellence at scale.
This is an opportunity to influence technology strategy, embed product-led ways of working and help create modern, resilient and user-centric services across the organisation.
What You'll Do
Lead the delivery of complex User Services programmes across Digital Workplace, End User Technology, Service Operations and Service Management capabilities.
Drive Agile delivery across multiple squads, ensuring successful outcomes aligned to business and technology priorities.
Lead ServiceNow and ITSM-related initiatives, including platform enhancements, automation, integrations and service transformation.
Build strong relationships with senior business and technology stakeholders, ensuring alignment on priorities, risks, dependencies and outcomes.
Champion Agile delivery best practices, continuous improvement and a product mindset focused on value and user experience.
Coach Product Owners, Capability Owners and delivery teams, fostering high-performing and collaborative teams.
Balance Agile delivery with governance, financial management, risk control and enterprise delivery standards.
Identify opportunities to leverage automation, AI and modern service management practices to improve efficiency and employee experience.
Need to Have
User Services & Service Management
Proven experience leading large-scale Agile delivery within User Services, Service Management, Digital Workplace or End User Technology environments.
Strong understanding of modern service delivery and employee technology experience.
Experience delivering complex service transformation programmes across multiple teams and stakeholders.
ServiceNow Expertise
Strong ServiceNow knowledge across ITSM and related capabilities, including platform architecture, integrations, CMDB, data management, automation and release dependencies.
Experience working closely with ServiceNow architects, platform owners and technical delivery teams.
IT Service Management Knowledge
Strong understanding of:
Incident Management
Problem Management
Change Management
Request Management
Knowledge Management
Configuration Management
Asset Management
Service Level Management
Agile Delivery Leadership
Extensive experience leading complex Agile delivery across multiple squads, internal teams and strategic partners.
Expert knowledge of Scrum, Kanban, SAFe and enterprise Agile delivery practices.
Proven success delivering large-scale technology transformation programmes.
Strategic Leadership
Excellent stakeholder management and communication skills, including engagement at senior leadership and steering committee level.
Ability to translate service-management strategy into prioritised epics, features and backlogs, balancing customer experience, operational resilience, technical debt and business value.
Experience managing enterprise risks, dependencies and governance requirements.
Principal-Level Capability
Ability to shape Agile ways of working across teams and functions.
Experience coaching Product Owners, Capability Owners and delivery leaders.
Ability to drive measurable outcomes through ServiceNow, automation and AI-enabled service management.
Comfortable engaging with ServiceNow architects, ITSM process owners, Service Operations leaders and business stakeholders, translating technical, operational and business priorities.
Nice to Have
Experience leading ServiceNow transformation or platform modernisation programmes.
Experience with AI-enabled service management, automation or digital employee experience initiatives.
Experience within large-scale enterprise service management environments.
Knowledge of hybrid delivery models and enterprise governance frameworks.
Advanced Agile certifications such as SPC, A-CSM, RTE, ICAgile or equivalent.
Relevant degree or equivalent experience in Technology, Business or Delivery Management.
Why You'll Love This Role
Lead high-profile User Services and ServiceNow transformation initiatives.
Shape how technology services are delivered and experienced across the organisation.
Work at the forefront of Agile delivery, service management, automation and AI.
Influence strategy, ways of working and outcomes across multiple technology teams.
Make a tangible impact on employee experience and organisational effectiveness.
Join a collaborative environment focused on innovation, continuous improvement and delivering real value.
What is it like to work at the EBRD? / About 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, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in.
At EBRD, our Values – Inclusiveness, Innovation, Trust, and Responsibility – are at the heart of how we work. We bring these to life through our Workplace Behaviours: listening well and speaking up, collaborating smartly, acting decisively with full commitment, and simplifying to amplify our impact. These principles shape our culture and define our success. We seek individuals who not only share these values but are also committed to embedding them in their daily work, fostering a positive and high-performing environment.
The EBRD environment provides you with:
Diversity is one of the Bank’s core values which are at the heart of everything it does. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. 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, gender identity, sexual orientation, age, socio-economic background or disability.
Please note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted (for further consideration).
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