Associate IT Service Performance Manager - based in Luxembourg

This position is based at our Luxembourg headquarters and requires regular office presence. The EIB offers you the opportunity to live and work in a truly international and multi-cultural environment. We also offer relocation support.

The EIB, the European Union's bank, is seeking to recruit for its Group Information Systems Directorate (GIS), Business Technology Solutions Department (BTS) at its headquarters in Luxembourg, an Associate IT Service Performance Manager.

This is a full-time position at grade 4 for which the EIB offers a permanent contract.

Internal benchmark: Associate Officer Business & Process.

Panel interviews are anticipated for June 2026.

Purpose

You will ensure that the Business Technology Solutions Department effectively delivers on its operational and service mandate in full alignment with EIBG IT strategy, policies, and standards. This includes meeting agreed performance and service quality expectations, adhering to approved budget targets, and ultimately supporting the successful achievement of the EIBG’s strategic objectives.

Operating Network

You will report to the Head of Business Technology Solutions Department. The Service Performance Manager will be a key part of Business Technology Solutions leadership team, interacting with key stakeholders within the Group Information Systems Directorate and other departments across the EIB Directorates and Departments such as Internal Audit, Operations, Financial, Global, Projects, Portfolio Management and Monitoring, Group Risk and Compliance.

Accountabilities

• Oversee end-to-end supplier performance management, ensuring compliance with contractual obligations, Service Level Agreements (SLAs), and agreed service targets.
• Coordinate cross-functional reviews of supplier performance, driving accountability and continuous service improvement.
• Lead structured performance review forums with providers and internal stakeholders, ensuring transparency, risk mitigation, and value realization.
• Conduct monthly and ad hoc financial variance analysis (budget vs. forecast vs. actuals), identifying risks, optimization opportunities, and corrective actions.
• Provide clear financial reporting and insights to senior leadership, supporting informed decision-making.
• Develop and maintain executive-level dashboards and KPI frameworks covering operational performance, financial health, risk exposure, and service quality.
• Monitor performance trends, identify systemic issues, and translate data into actionable improvement plans.
• Consolidate and manage service reporting across the full department scope (on-premises and cloud services).
• Maintain and monitor a prioritized list of projects, service improvements, and critical issues, ensuring timely execution and resolution.
• Lead or contribute to cross-functional initiatives with defined scope, timeline, and budget, ensuring successful delivery within agreed constraints.

Qualifications

• University degree (minimum a Bachelor) preferably in business or information technologies. ITIL Certification would be an advantage.
• At least 3 years of relevant professional experience in IT (Business Analyst, Project Manager, Process Manager, etc).
• Familiarity with IT operations using the ITIL framework.
• Excellent knowledge of project management principles and best practices with a proven record of project management success, both in results achieved and in the use of methodologies.
• In-depth experience with at least one IT Project Management methodology such as PM2, PMI, PRINCE2, SCRUM.
• Experience in IT continuous improvement.
• Proven analytical skills to interpret complex data and make or influence appropriate decisions or to determine trends and patterns to proactively mitigate service affecting issues.
• Communicates clearly, adapting the style of communication for different audiences.
• Excellent knowledge of English. Knowledge of other EU languages would be an advantage.
• Proficiency in French is not a pre-requisite for hire unless explicitly stated; however proficiency in both English and French is required for future career development. Attainment of level 5 of the Inter Institutional language courses, corresponding to B1.2 CEFR, is required for promotion.

Competencies

Find out more about EIB Core Behavioural Skills here. To find out more about our eligibility criteria, click here. (These are not mandatory but reflect required behavioural attributes.)

We hire and value talent with unique characteristics, creating a work environment where they can be themselves. We believe that Diversity, Equity and Inclusion makes us a performing and innovative organisation. We encourage all suitably qualified and eligible candidates to apply regardless of gender identity/expression, age, racial, ethnic and cultural background, religion and beliefs, sexual orientation, disability or neurodiversity.

If you require reasonable accommodation during the recruitment process due to a disability, neurodivergence, or a chronic health condition, please contact the EIB Recruitment team at who will manage your request appropriately.

By applying for this position, you acknowledge the importance of maintaining the security and integrity of the Information of the EIB Group. In case of selection for the position, you agree to comply with all measures (policies, controls, document classification and management) implemented by the EIB Group to prevent unauthorised disclosure of any information or any damage to the EIB Group reputation.

Deadline for applications: 12th May 2026.