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 with 189 member countries and over 130 offices worldwide, the organization is one of the largest sources of funding and knowledge for developing countries. The World Bank Group works with public and private sector partners to invest in groundbreaking projects and utilize data, research, and technology to address urgent global challenges. Their mission is to leverage information and technology to enhance development impact, ensuring that their initiatives contribute to a world free of poverty on a livable planet.

Job Overview:
As the Associate Senior Service Delivery Officer, you will play a crucial role in leading regional digital workplace service delivery. This position requires ensuring that staff have reliable access to technology, including devices and collaboration venues, while also coordinating effectively with local network partners. You will be responsible for supporting the adoption of new capabilities such as Copilot, Power Platform, and modern Teams Rooms practices. Your leadership will guide a diverse and geographically distributed team, ensuring that their skills remain current and aligned with the evolving technological landscape and organizational needs. Building strong relationships with senior business stakeholders, including Country Directors and regional leadership, will be essential for communicating service status, expectations, and priorities. Additionally, you will oversee the operation of technology hubs within Country Offices, focusing on connectivity, collaboration spaces, devices, and frontline support, with an emphasis on high-touch support for field staff.

Duties and Responsibilities:
Your primary responsibilities will include providing leadership for end-to-end IT support services, managing service health and user experience indicators, and analyzing performance trends to identify areas for improvement. You will govern vendor and service partner performance to maintain service quality and enhance user experience. Increasing the share of issues resolved through self-service and implementing automation and AI strategies will be key to improving operational efficiency. You will also ensure strong onboarding and offboarding experiences in terms of IT readiness and compliance. In collaboration with the Technology Adoption Product Team, you will implement and support the adoption of new technologies, leading outreach and engagement efforts. Supporting regional deployments of devices and collaboration rooms, gathering feedback on performance, and building operational relationships with regional leadership will also be part of your role. Furthermore, you will guide and mentor team members to develop their technical expertise and foster a culture of accountability and continuous improvement.

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. Demonstrated experience in leading end-to-end IT service delivery in a complex, distributed enterprise environment is essential, particularly with digital workplace technologies. Strong experience in applying ITIL standards to enhance service quality and user experience is required, along with practical experience in advancing self-service and automation strategies. The ability to build trusted relationships with senior stakeholders and manage client expectations is crucial, as is the capability to lead geographically distributed teams and foster a strong service-oriented culture. Excellent interpersonal, facilitation, and communication skills are necessary, with proficiency in engaging both technical and non-technical audiences.

Educational Background:
A Master’s degree in a relevant field is preferred, although a Bachelor's degree combined with significant experience may also be acceptable. Relevant certifications such as ITIL Intermediate or ITIL 4 Managing Professional, CompTIA A+, and SAFe Agilist (SA) or Agile coaching certification are also required to ensure candidates have the necessary knowledge and skills to succeed in this role.

Experience:
Candidates should have a minimum of 8 years of experience in IT service delivery, particularly in environments that require managing complex, distributed systems. Experience in leading teams and projects, particularly in the context of digital workplace technologies, is essential. Proven capability in applying ITIL standards and improving service quality through effective management of performance and user experience is also necessary.

Languages:
Fluency in English and Arabic is mandatory for this position, as effective communication with diverse stakeholders is critical. Additional languages may be beneficial but are not required.

Additional Notes:
This position is a local recruitment opportunity with a term duration of 3 years. The role is full-time and involves working closely with various teams across the organization. The World Bank Group offers a comprehensive benefits package, including retirement plans, medical and life insurance, and paid leave, including parental leave. The organization is committed to diversity and inclusion, ensuring equal opportunities for all candidates regardless of gender, religion, race, ethnicity, sexual orientation, or disability.