AI Service Management Transformation Lead (Associate Senior Service Management Officer)

World Bank Group•Washington, DC

5d•Onsite

About The Position

The World Bank Group (WBG) is seeking an AI Service Management Transformation Lead to drive the integration of autonomous and agentic AI into IT Service Management (ITSM) processes. This role will focus on modernizing ITSM workflows, optimizing service delivery, and advancing the organization's digital transformation objectives through the strategic use of AI. The position involves defining enterprise strategies for AI in ITSM, architecting AI solutions, leading the deployment of AI-powered automation, and establishing robust AI governance and risk management frameworks. The lead will also monitor AI advancements, foster innovation, and build capacity across the organization. This is a key role in enabling intelligent, self-directed service operations while ensuring strong oversight of AI services and assets.

Requirements

Master’s degree in Computer Science, Artificial Intelligence, Data Science, Information Technology, or a related field with a minimum of 8 years of relevant experience; OR a bachelor’s degree in a related field with a minimum of 10 years of relevant experience.
Demonstrated hands-on experience designing, building, and deploying agentic AI systems, including autonomous agents, multi-agent frameworks, and LLM-powered workflows, within enterprise or large-scale environments.
Deep proficiency with large language models (e.g., GPT-4, Gemini, Claude), prompt engineering, retrieval-augmented generation (RAG) architectures, fine-tuning approaches, and agent reasoning frameworks such as LangChain, LangGraph, AutoGen, CrewAI, or equivalent technologies.
Proven experience designing and operationalizing AI governance frameworks, including model risk management, responsible AI principles, human-in-the-loop controls, and regulatory compliance.
Extensive experience integrating AI and automation capabilities with enterprise platforms, APIs, and cloud-native AI services such as Azure AI Studio, AWS Bedrock, or Google Vertex AI.
Demonstrated ability to define and execute enterprise AI strategies, including roadmap development, executive stakeholder engagement, and cross-functional leadership.
Exceptional ability to communicate complex AI concepts to non-technical stakeholders, influence institutional priorities, and drive organizational change.

Nice To Haves

Experience with ITSM processes (Incident, Change, Problem, and Asset Management) and familiarity with ITIL® v4 frameworks, particularly in the context of AI-enabled service operations.
Familiarity with ServiceNow ITSM modules, including workflow automation, platform configuration, and AI/ML capabilities within the platform.
Experience working with DevOps and Site Reliability Engineering (SRE) practices, CI/CD pipelines, and AIOps platforms.
Familiarity with SAFe, Scrum, or other Agile delivery methodologies.

Responsibilities

Define and lead the enterprise strategy for agentic AI within IT Service Management (ITSM), including the design and deployment of autonomous AI agents, multi-agent orchestration systems, and LLM-powered reasoning frameworks across enterprise operations.
Architect end-to-end agentic AI solutions — spanning planning, tool use, memory, and reflection — and guide their integration into ITSM and enterprise platforms, workflows, and service lifecycles (Incident, Problem, Change, Asset, Configuration Management and Software Asset Management).
Establish the technical vision for AI agent infrastructure and AI-enabled ITSM capabilities, including agent frameworks (e.g., LangGraph, AutoGen, CrewAI), orchestration patterns, and human-in-the-loop control mechanisms.
Drive the adoption of Retrieval-Augmented Generation (RAG), fine-tuning, and advanced prompting strategies to enhance agent reasoning and contextual accuracy.
Lead the deployment of AI-powered automation across enterprise ITSM functions, transitioning from rule-based automation to autonomous, context-aware, agentic service management workflows.
Integrate agentic AI capabilities with enterprise platforms — including ServiceNow, Azure AI Studio, and API ecosystems — to enable autonomous service fulfilment, incident triage, problem resolution, and proactive operations.
Collaborate with DevOps, Site Reliability Engineering (SRE), and IT operations teams to embed AI agents into CI/CD pipelines, AIOps toolchains, and operational monitoring frameworks.
Champion the use of AI to advance ITSM maturity and enhance IT service management processes — including Change, Incident, Problem, Asset, and Configuration Management — as a key application domain for agentic AI deployment.
Establish and maintain a comprehensive AI governance framework aligned with ITSM governance models, covering the full lifecycle of AI agents and models — from development and deployment through monitoring, auditing, and retirement.
Define guardrails, safety mechanisms, human oversight protocols, and operational controls for Ai-enabled ITSM processes, to ensure that agentic AI systems operate within ethical, regulatory, institutional boundaries, audit requirements, enterprise risk policies, and compliance with ITIL practices.
Lead compliance efforts related to AI data privacy, model transparency, bias mitigation, and security, in alignment with the World Bank Group's AI Risk Management framework and AI-driven service operations.
Maintain an AI asset registry, oversee the responsible management of AI models, agents, and associated data assets, and ensure proper governance of AI components integrated with ITSM platforms.
Monitor the rapidly evolving landscape of frontier AI — including advances in reasoning models, multimodal agents, and autonomous systems — and translate emerging capabilities into institutional strategy and AI-enabled ITSM roadmap priorities.
Monitor advancements in AI and translate them into practical ITSM use cases, accelerating the evolution towards predictive, autonomous, and self-healing IT Service Management.
Evaluate, pilot, and scale new AI capabilities, tools, platforms, and methodologies, ensuring the World Bank Group remains at the leading edge of responsible AI adoption and enhance service reliability, operational efficiency, and user experience across IT services.
Foster a culture of experimentation and learning, establishing mechanisms for structured AI prototyping, evaluation, and knowledge-sharing across the organization.
Develop and maintain a multi-year strategic AI-enabled ITSM roadmap aligned with the Bank Group's digital transformation objectives and evolving business needs.
Serve as a senior strategic advisor to ITS leadership and institutional executives on AI-enabled ITSM, agentic AI strategy, enterprise AI adoption, and responsible innovation.
Lead and mentor cross-functional teams of AI engineers, architects, data scientists, and service management professionals, to deliver integrated ITSM and AI outcomes.
Define and monitor KPIs and metrics to assess ITSM and AI performance, adoption, and organizational impact of AI agents and intelligent automation initiatives.
Drive change management, training, and capacity-building programs to advance AI literacy and adoption within ITSM processes across the World Bank Group.
Represent the World Bank Group in external AI forums, communities of practice, and vendor engagements, showcasing innovation in AI-driven IT Service Management.