Service Delivery Officer (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 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. Your primary responsibility will be to ensure that staff have reliable access to technology, including devices and collaboration rooms, 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. This position requires you to provide direction and guidance to a diverse team operating across multiple time zones, ensuring that their skills remain current and aligned with evolving technologies and organizational needs. You will serve as a trusted presence in the field, building strong relationships with senior business stakeholders and supporting clear communication regarding service status, expectations, and priorities. Additionally, you will oversee the scale-up and steady-state operation of technology hubs within Country Offices, emphasizing high-touch support for staff in the field.

Duties and Responsibilities:
Your duties will include providing leadership for end-to-end IT support services, managing service health and user experience indicators, analyzing performance trends to identify challenges and opportunities for improvement, and governing vendor performance to maintain service quality. You will also work on increasing self-service issue resolution and implementing automation and AI strategies to enhance operational efficiency. In terms of technology adoption, you will lead efforts to ensure new technologies are effectively integrated into daily use across the region. You will support regional deployments of devices and collaboration rooms, gather feedback on performance, and coordinate escalations with relevant product teams. Building operational relationships with regional leadership and engaging with other ITS units will be essential for effective communication and alignment with evolving technology developments. Furthermore, you will guide and mentor team members to build technical expertise and foster a culture of accountability and continuous improvement within the team.

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 providing leadership for 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 in guiding geographically distributed teams and strong interpersonal and communication skills are also required.

Educational Background:
The educational background required for this position includes a Master’s degree in a relevant field, or a Bachelor's degree with significant experience in IT service delivery. 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:
The level of experience needed for this position includes a minimum of 8 years with a Master’s degree or 10 years with a Bachelor's degree in relevant fields. Experience should encompass leadership in IT service delivery, particularly in complex environments, and a strong background in digital workplace technologies and ITIL practices.

Languages:
Fluency in English and Spanish is mandatory for this position, with excellent written and oral communication skills in both languages being essential. Proficiency in additional languages would be considered a plus but is not required.

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 being an equal opportunity and inclusive employer, ensuring that all individuals are treated fairly regardless of gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.