Service Delivery Officer (Associate Senior Service Delivery Officer)

Job Posting Organization:
The World Bank Group is a prominent global partnership consisting of five institutions dedicated to addressing the most pressing development challenges faced by countries around the world. Established with the mission to end extreme poverty and promote shared prosperity, the organization has grown to include 189 member countries and operates more than 130 offices globally. The World Bank Group is recognized as one of the largest sources of funding and knowledge for developing nations, leveraging data, research, and technology to implement innovative solutions for sustainable development. The organization emphasizes collaboration with both public and private sector partners to invest in transformative projects that have a lasting impact on communities.

Job Overview:
The Associate Senior Service Delivery Officer position is a critical role within the World Bank's Information and Technology Solutions (ITS) Vice Presidency. This position is focused on leading the delivery of digital workplace services across South Asia and Central Asia, ensuring that staff have reliable access to essential technology and support. The role involves overseeing the implementation of new technologies, such as Copilot and Power Platform, and ensuring effective coordination with local network partners. The successful candidate will be responsible for managing a diverse team across multiple time zones, fostering strong relationships with senior stakeholders, and ensuring that service delivery aligns with the organization's evolving needs. The position also emphasizes the importance of continuous improvement in service quality and user experience, making it essential for the officer to analyze performance trends and implement strategies for enhancing operational efficiency.

Duties and Responsibilities:
The duties and responsibilities of the Associate Senior Service Delivery Officer 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. The officer will govern vendor performance to maintain service quality and enhance user experience, while also increasing the share of issues resolved through self-service and driving automation strategies. Additionally, the officer will implement and support the adoption of new technologies, lead regional deployments of devices and collaboration tools, and build operational relationships with regional leadership to communicate service status. The role also involves mentoring team members, promoting knowledge sharing, and fostering a culture of accountability and continuous improvement within the team.

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 leadership in end-to-end IT service delivery within a complex enterprise environment is essential, along with strong experience applying ITIL standards to improve service quality. Practical experience in advancing self-service and automation in service operations is also required. 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. Strong interpersonal and communication skills are necessary for engaging effectively with diverse audiences.

Educational Background:
The educational background required for this position includes a Master's degree in a relevant field, such as Information Technology, Business Administration, or a related discipline, along with substantial professional experience in IT service delivery. A Bachelor's degree may be acceptable if accompanied by significant relevant experience, demonstrating a strong foundation in both technical and managerial aspects of IT operations.

Experience:
Candidates should have extensive experience in IT service delivery, particularly in managing digital workplace technologies and supporting end-user devices. A minimum of 8 years of experience is required for those with a Master's degree, while those with a Bachelor's degree should have at least 10 years of relevant experience. Experience in a complex, distributed enterprise environment is essential, along with a proven track record of applying ITIL standards to enhance service quality and user experience.

Languages:
Fluency in English is mandatory for this position, as it is the primary language of communication within the World Bank Group. While not required, proficiency in additional languages may be considered an asset, particularly in languages relevant to the regions served by the World Bank.

Additional Notes:
This position is a local recruitment opportunity with a term duration of 3 years. The role is classified at the GG grade level, and the World Bank Group offers a comprehensive benefits package, including retirement plans, medical and life insurance, and paid leave. The organization is committed to diversity and inclusion, ensuring equal opportunities for all candidates regardless of gender, race, ethnicity, or disability. The closing date for applications is April 14, 2026, at 11:59 PM UTC.