Associate Senior Service Delivery Officer

World Bank Group • Panama City, FL

10d

About The Position

Do you want to build a career that is truly worthwhile? The World Bank Group is a unique global partnership of five institutions driven by a bold vision to create a world free of poverty on a livable planet. As one of the largest sources of funding and knowledge for developing countries, we help solve the world’s greatest development challenges. When you join the World Bank Group, you become part of a dynamic, diverse organization with 189 member countries and more than 120 offices worldwide. We work with public and private sector partners, invest in groundbreaking projects, and use data, research, and technology to bring tangible and transformative change around the globe. For more information, visit www.worldbank.org.

VPU Context:

The Information and Technology Solutions (ITS) Vice Presidential Unit (VPU) enables the World Bank Group to achieve its mission of ending extreme poverty and boost shared prosperity on a livable planet by delivering transformative information and technologies to its staff working in over 150+ locations. For more information on ITS, see this video:https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w

Unit Context:

The mission of the Information and Technology Solutions (ITS) Vice Presidential Unit (VPU) is to leverage information and technology as a force multiplier to accelerate, deepen, and sustain development impact. Their vision is to harness information and technology for a world free of poverty on a livable planet. For more information on ITS, check this video: [https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w] (https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w).

Business Unit Overview — ITS Region 1- Asia; Region2- AFR; Europe; MENAAP; Region 3 Washington & LCR (Regional Tech Solutions)

The ITSDW Tech Solutions regional units (ITSR1/2/3) combine in‑country presence with regional hubs to deliver onsite support, deployments, and sustained adoption. Teams run structured user‑feedback loops that inform standards and engineering roadmaps, and they partner with ITSDS (Digital Solutions - platform engineering/telemetry), ITSPR (Device Provisioning experience standards & device/room programs), the Service Desk (channels & knowledge quality), CTO (Chief Technology Office) Network Engineering, and GCS (General Corporate Solutions) for venues.

Operating Environment

ITSR1: East Asia & Pacific (EAP), South Asia (SAR) & Central Asia & Caucasus ( CACR); ITSR2: Africa, Europe (ECA), Middle East, North Africa, Afghanistan, & Pakistan (MENAAP) ; ITSR3: Washington DC Headquarters and Latin America & Caribbean (LCR )
Regional footprint across most country offices; HQ hub of ~100 staff; typical country offices staffed with 1–3 IT personnel

Duties and accountabilities:

Role Overview

As the Associate Senior Service Delivery Officer (GG1), you will provide leadership for regional digital workplace service delivery, ensuring staff have reliable, day to day access to technology such as devices, collaboration rooms and venues, and effective coordination with local network partners, while supporting adoption of new capabilities including Copilot, Power Platform, and modern Teams Rooms practices. You will provide direction and guidance to a large, diverse, and geographically distributed team operating across multiple time zones, helping ensure skills remain current and aligned with evolving technologies and organizational needs. You will serve as a trusted ITS presence in the field, building strong relationships with senior business stakeholders, including Country Directors, Country Managers, and regional leadership, and supporting clear communication on service status, expectations, and priorities. You will also support the scale-up and steady-state operation of technology hubs within Country Offices, including connectivity, collaboration spaces, devices, and frontline support, with an increasing emphasis on high-touch support for staff in the field.

Requirements

• Master’s degree with 8 years of experience or a Bachelor's degree with a minimum of 10 years of relevant experience, or equivalent combination of education and experience.
• Demonstrated experience providing leadership for end‑to-end IT service delivery in a complex, distributed enterprise environment, including support for digital workplace technologies such as end‑user devices, collaboration rooms, conferencing solutions, and enterprise productivity platforms.
• Strong experience applying ITIL standards to improve service quality and user experience, including monitoring performance, analyzing trends and systemic issues, and driving timely actions to enhance service reliability.
• Practical experience advancing self‑service, automation, and AI‑enabled service operations to improve operational efficiency and reduce user effort.
• Demonstrated ability to build trusted relationships with senior business stakeholders, manage client expectations, and work effectively across cross‑functional and matrixed teams.
• Proven capability to provide leadership, coaching, and guidance to geographically distributed teams, fostering accountability, skill development, collaboration, and a strong service‑oriented culture.
• Strong interpersonal, facilitation, and communication skills, with the ability to engage effectively with both technical and non‑technical audiences.
• Proactive in teamwork, demonstrated through an open and collegial work style, high energy level, and ability to keep teams organized, focused, and receptive to diverse ideas and approaches.
• Excellent written and oral communication skills in English and Spanish.
• ITIL Intermediate or ITIL 4 Managing Professional
• CompTIA A+
• SAFe Agilist (SA) or Agile coaching certification

Responsibilities

• Provide leadership for end-to-end IT support services, overseeing core service delivery operations to ensure reliable access to digital workplace technologies and consistent, effective application of ITSM and ITIL practices.
• Manage the service health, service levels, and user experience indicators for the region.
• Analyze performance trends and systemic issues to identify recurring challenges, experience gaps, and opportunities for continuous improvement, taking timely action when performance deviates from agreed expectations.
• Govern vendor and service partner performance to maintain service quality and continuously improve the user experience.
• Increase the share of issues resolved through self‑service and drive the implementation of automation, AI integration strategies for service operations, and digital experience solutions to enhance operational efficiency and reduce user effort.
• Ensure strong onboarding and offboarding experiences in terms of IT readiness and compliance.
• Implement and support the adoption of new technologies by turning launches into durable, everyday use across the region.
• Lead scalable and consistent adoption efforts using targeted outreach and engagement approaches, as agreed with the Technology adoption Product team and the relevant stakeholders.
• Support regional deployments at pace and with quality, including devices, collaboration rooms, operating system upgrades, and Copilot enablement, collaborating for effective country‑specific communications and training.
• Gather feedback on performance, reliability and support of the Infrastructure and VC equipment and functioning. Coordinate escalations and mitigations with the relevant Product teams.
• Build operational-level relationships with regional leadership and Country Managers to communicate service status and priorities.
• Engage with other ITS units to provide structured feedback from the region, stay aligned with evolving technology developments, and support clear communication to country offices.
• Guide, mentor, and coach team members to build technical expertise, digital dexterity, and a strong service-oriented mindset.
• Promote knowledge sharing, best practices, and continuous learning to strengthen team capability and improve service delivery outcomes.
• Foster a culture of accountability, trust, collaboration, and continuous improvement that supports high performance and sustained service quality.
• Set clear performance expectations, provide timely and constructive feedback, and contribute to performance management and career development discussions.

Benefits

• The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level