Service Delivery Officer (Associate Senior Service Delivery Officer)

Job Posting Organization:
The World Bank Group is a global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity, and promoting sustainable development. Established in 1944, it has grown to include 189 member countries and operates in over 130 offices worldwide. The organization focuses on providing funding and knowledge to developing countries, working with both public and private sector partners to invest in innovative projects that address urgent global challenges. The World Bank Group aims to leverage data, research, and technology to create impactful solutions for its clients.

Job Overview:
The Associate Senior Service Delivery Officer position at the World Bank Group is a critical role that involves leading the regional digital workplace service delivery for South Asia and Central Asia. This position requires ensuring that staff have reliable access to technology, including devices and collaboration venues, while also facilitating the adoption of new capabilities such as Copilot and modern Teams Rooms practices. The role demands strong leadership skills to guide a diverse and geographically distributed team, ensuring that their skills remain current and aligned with the evolving technological landscape and organizational needs. The officer will act as a trusted presence in the field, building relationships with senior business stakeholders and ensuring clear communication regarding service status and priorities. Additionally, the role involves supporting the operation of technology hubs within Country Offices, emphasizing high-touch support for staff in the field.

Duties and Responsibilities:
The duties and responsibilities of the Associate Senior Service Delivery Officer include providing leadership for end-to-end IT support services, overseeing core service delivery operations to ensure reliable access to digital workplace technologies. The officer will manage service health, service levels, and user experience indicators for the region, analyze performance trends to identify challenges and opportunities for improvement, and govern vendor performance to maintain service quality. The role also involves increasing self-service issue resolution and implementing automation and AI strategies to enhance operational efficiency. Furthermore, the officer will support the adoption of new technologies, lead regional deployments, build operational relationships with regional leadership, and mentor team members to develop their technical expertise and service-oriented mindset.

Required Qualifications:
Candidates must possess a Master’s degree with at least 8 years of relevant experience or a Bachelor's degree with a minimum of 10 years of experience, or an equivalent combination of education and experience. They should have demonstrated experience in leading end-to-end IT service delivery in complex environments, particularly with digital workplace technologies. Strong experience in applying ITIL standards to improve service quality and user experience is essential, along with practical experience in advancing self-service and automation in service operations. The ability to build trusted relationships with senior stakeholders and manage client expectations is crucial, as is the capability to lead and coach geographically distributed teams.

Educational Background:
The educational background required for this position includes a Master’s degree in a relevant field with significant experience or a Bachelor's degree with extensive relevant experience. Candidates should have a strong foundation in information technology and service management principles, particularly those related to ITIL and digital workplace technologies.

Experience:
The position requires a minimum of 8 years of experience for candidates with a Master’s degree or at least 10 years for those with a Bachelor's degree. Experience should include leadership roles in IT service delivery, particularly in complex and distributed environments, and a proven track record of managing digital workplace technologies and improving service quality.

Languages:
Fluency in English is mandatory for this position. While no additional languages are specified as preferred, proficiency in other languages may be beneficial in a diverse working environment.

Additional Notes:
This position is a local recruitment role with a term duration of 3 years. The World Bank Group offers a comprehensive benefits package, including a retirement plan, medical, life and disability insurance, and paid leave, including parental leave. The organization is committed to diversity and inclusion, ensuring equal opportunities for all employees regardless of gender, religion, race, ethnicity, sexual orientation, or disability.