Manager – Enterprise Service Management and Autonomous Platforms

Job Posting Organization:
The World Bank Group is a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity, and promoting sustainable development. Established with 189 member countries and more than 120 offices worldwide, the organization serves as one of the largest sources of funding and knowledge for developing countries. The World Bank Group collaborates with public and private sector partners to invest in groundbreaking projects, utilizing data, research, and technology to address the most urgent global challenges. For more information, visit www.worldbank.org.

Job Overview:
The Manager for Enterprise Service Management and Autonomous Platforms will play a pivotal role in leading the development, implementation, and optimization of IT Service Management (ITSM) processes and tools within the World Bank Group. This position is crucial for setting the vision and direction for IT service management, ensuring that it aligns with the organization's goals. The Manager will oversee a team of ITSM professionals, focusing on service delivery, process improvement, and governance to ensure that IT services meet the highest standards of quality, reliability, and user satisfaction. Additionally, the Manager will be responsible for driving the adoption and integration of Robotic Process Automation (RPA) and hyper automation initiatives, identifying opportunities to automate repetitive tasks, streamline workflows, and enhance operational efficiency. This role requires collaboration with various stakeholders to ensure that automation solutions are secure, scalable, and aligned with organizational priorities, ultimately supporting the World Bank Group's digital transformation agenda.

Duties and Responsibilities:
The Manager will lead the development and execution of the ITSM strategy and annual roadmap, ensuring alignment with organizational objectives and digital transformation goals. Key responsibilities include overseeing the selection, deployment, and optimization of ITSM tools and platforms, leading the design and continuous improvement of ITSM processes based on industry best practices such as ITIL, and directing comprehensive asset management strategies. The Manager will also lead sustainability initiatives, develop frameworks for business units to securely develop digital solutions, and guide the Hyper-automation Center of Excellence. Furthermore, the Manager will identify and implement automation use cases within ITSM, monitor service performance, and enforce governance and compliance across all ITSM and automation activities. The role requires effective communication of complex concepts to non-technical audiences and building a high-performing team to achieve program objectives.

Required Qualifications:
The ideal candidate must possess a Master’s degree in computer science, engineering, information systems, or business, along with 12+ years of progressively responsible IT and service management leadership experience, or a Bachelor’s degree with 15+ years of experience. They should have at least 10 years of hands-on experience in IT service management, process improvement, service delivery, and automation, preferably in a large financial, governmental, or multinational organization. The candidate must demonstrate expertise in ITSM frameworks, service delivery, operational excellence, and automation technologies, as well as possess strong knowledge of ITSM tools and platforms. Proven leadership in managing cross-functional teams and the ability to influence executive stakeholders are essential.

Educational Background:
Candidates must have a Master’s degree in a relevant field such as computer science, engineering, information systems, or business. Alternatively, a Bachelor’s degree with significant experience in IT and service management is acceptable. Relevant certifications in ITIL and automation platforms are required, with additional certifications in project management and service management tools preferred.

Experience:
Candidates should have a minimum of 12 years of progressively responsible experience in IT and service management leadership, or 15 years with a Bachelor’s degree. They must have at least 10 years of hands-on experience in IT service management, process improvement, service delivery, and automation, ideally within large organizations.

Languages:
The mandatory language for this position is English. Proficiency in additional languages may be considered an asset but is not explicitly required.

Additional Notes:
This position is a local recruitment role with a term duration of 3 years. The World Bank Group values diversity and encourages all qualified candidates, particularly those from Sub-Saharan Africa, the Caribbean, and female candidates, to apply. The organization promotes a culture of urgency, thoughtful risk-taking, empowerment, and accountability.