Associate Senior Service Delivery Officer

Job Posting Organization:
The World Bank Group is a unique global partnership of five institutions established with the mission to create a world free of poverty on a livable planet. It is one of the largest sources of funding and knowledge for developing countries, helping to solve the world’s greatest development challenges. The organization has 189 member countries and operates more than 120 offices worldwide, working with public and private sector partners to invest in groundbreaking projects and utilize data, research, and technology to bring about tangible and transformative change globally. For more information, visit www.worldbank.org.

Job Overview:
As the Associate Senior Service Delivery Officer, you will play a crucial role in leading regional digital workplace service delivery. This position ensures that staff have reliable access to technology, including devices and collaboration venues, while effectively coordinating with local network partners. You will support 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 evolving technologies and organizational needs. You will build strong relationships with senior business stakeholders, including Country Directors and regional leadership, facilitating clear communication regarding 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 staff in the field.

Duties and Responsibilities:
Your primary duties will include providing leadership for end-to-end IT support services, managing service health and user experience indicators, and analyzing performance trends to identify challenges and opportunities for improvement. You will govern vendor and service partner performance to maintain service quality and enhance user experience. Additionally, you will implement strategies for self-service and automation to improve operational efficiency. You will lead the adoption of new technologies, ensuring they are integrated into everyday use across the region. Your responsibilities will also involve supporting regional deployments, gathering feedback on performance, and building operational relationships with regional leadership. You will guide and mentor team members to develop their technical expertise and foster a culture of accountability and continuous improvement.

Required Qualifications:
To qualify for this position, you must possess a Master’s degree with at least 8 years of experience or a Bachelor's degree with a minimum of 10 years of relevant experience. You should have demonstrated experience in leading end-to-end IT service delivery in a complex, distributed enterprise environment, particularly with digital workplace technologies. Strong experience in applying ITIL standards to enhance service quality and user experience is essential. You should also have practical experience in advancing self-service and automation strategies. The ability to build trusted relationships with senior stakeholders and manage client expectations is crucial, along with proven leadership capabilities in guiding geographically distributed teams.

Educational Background:
The educational background required for this position includes a Master’s degree in a relevant field, or a Bachelor's degree combined with significant relevant experience. Certifications such as ITIL Foundation and SAFe Agilist are required, while ITIL Intermediate or ITIL 4 Managing Professional, CompTIA A+, and Agile coaching certification are preferred.

Experience:
Candidates should have a minimum of 8 years of experience in relevant fields if holding a Master’s degree, or at least 10 years of experience if holding a Bachelor's degree. Experience in leading IT service delivery in a distributed enterprise environment is essential, particularly with digital workplace technologies.

Languages:
Fluency in English is mandatory, and proficiency in Spanish is preferred. Strong written and oral communication skills in both languages are essential for effective engagement with diverse audiences.

Additional Notes:
This position is a local recruitment opportunity with a term duration of 3 years. The role is full-time and involves working within a dynamic and diverse organization. The World Bank Group offers comprehensive benefits, including a retirement plan, medical, life and disability insurance, and paid leave, including parental leave. The organization is committed to being an equal opportunity and inclusive employer, ensuring a dedicated and committed workforce without discrimination based on gender, religion, race, ethnicity, sexual orientation, or disability.