Service Delivery Officer (Associate Senior Service Delivery Officer)

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 in 1944, the organization has grown to include 189 member countries and operates in over 130 offices worldwide. The World Bank Group is one of the largest sources of funding and knowledge for developing countries, working 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 effectively coordinating with local network partners. You will also support the adoption of new capabilities such as Copilot, Power Platform, and modern Teams Rooms practices. Your leadership will extend to 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 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 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 challenges and opportunities 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 also be part of your role. You will ensure strong onboarding and offboarding experiences regarding IT readiness and compliance. In collaboration with the Technology Adoption Product Team, you will implement and support the adoption of new technologies, leading scalable and consistent efforts across the region. Supporting regional deployments, gathering feedback on performance, and building operational-level relationships with regional leadership will be key aspects of your role. You will also guide, mentor, and coach team members to build technical expertise and promote 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 relevant experience or a Bachelor's degree with a minimum of 10 years of experience, or an equivalent combination of education and 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 applying ITIL standards to improve service quality and user experience is essential, along with practical experience in advancing self-service and automation strategies. You must also have the ability to build trusted relationships with senior stakeholders and manage client expectations effectively. Proven leadership capabilities, strong interpersonal skills, and excellent written and oral communication skills in both English and Arabic are required.

Educational Background:
Candidates must have a Master’s degree or a Bachelor’s degree in a relevant field, with the latter requiring a minimum of 10 years of relevant experience. The educational background should ideally include coursework or training related to information technology, service delivery, or a similar discipline that supports the responsibilities of the role.

Experience:
The position requires significant experience in IT service delivery, specifically in a complex and distributed enterprise environment. Candidates should have a proven track record of managing digital workplace technologies and leading teams effectively across various geographical locations. Experience in applying ITIL standards and advancing automation and self-service capabilities is also crucial.

Languages:
Proficiency in English and Arabic is mandatory for this position, as effective communication with diverse stakeholders is essential. 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 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.