Senior IT Services Performance Manager

European Investment Bank

Luxembourg, Luxembourg

Experience: 5 to 10 Years

Skill Required: IT and ICT

Are you a detail-oriented and strategic individual with an ability to translate ambitious goals into concrete actions? Do you thrive for continuous improvement? We are seeking a dynamic Service Performance Manager, who will be at heart of the department working closely with its leadership team, ensuring that the operations of the department align with its strategy, policies, standards and budget targets.

In this role you will have an opportunity to contribute to our transformation journey, changing not only our operating model but also the way we deliver value to the business. Your analytical skills will play a pivotal role in measuring the performance of the department. 

Operating Network:

You will report to the the Head of Platform & Services Department.


  • Work with teams on contracting and drafting SLAs with KPIs, focusing on supplier management and managed services contracts
  • Manage the continuous monitoring of providers’ performance, Service Level Agreements (SLAs) adherence and reporting
  • Collaborate closely with heads of divisions and units to ensure alignment with department vision and strategy
  • Develop and automate centralized dashboards to consolidate and analyse data from various teams, driving data-based discussions and insights
  • Manage and track the department's budget to ensure alignment with IT strategy and planned consumption
  • Facilitate communication across different levels in the organization, acting as the point of contact e.g. for audit points
  • Define and establish frameworks for tracking performance and managing expected outcomes
  • Monitor existing reports to identify trends, challenges, performance metrics, and build key deliverables and action plans accordingly
  • Maintain strong relationships with senior stakeholders in relation to the services provided, examining any future business changes in demand, the financial impact and mitigating risks for the services
  • Maintain prioritised list of projects, and critical issues and ensure that appropriate action is taken
  • Build and produce critical summary dashboards for the department and propose relevant action points Manage or participate in special initiatives that can go beyond the strict boundaries of one’s own domain and that have a specific scope and timing, in order to ensure the realisation of the initiative within the set scope, time and budget


  • University degree (minimum an equivalent to a Bachelor) preferably in Business,  Information Technology or related field
  • At least 5 years’ relevant professional experience in IT in the roles of Business Analyst, Project Manager, Process Manager or similar
  • Proven analytical skills to interpret complex data and make or influence appropriate decisions or to determine trends and patterns to proactive mitigate service affecting issues
  • Proficiency in dashboard design / creation and automation
  • Strong experience in IT operations using ITIL framework. ITIL foundation certificate would be a distinct advantage
  • Excellent interpersonal skills with ability to communicate efficiently across different levels in the organization
  • Experience in IT continuous improvement
  • Thorough knowledge of the advanced functions of the standard office tools (notably MS Word, Excel and PowerPoint), as well as MS Project Professional and MS Project Server integrated with SharePoint integration
  • Excellent knowledge of English and/or French, with a good command of the other. Knowledge of other EU languages would be an advantage.