Associate Senior Service Management Officer (Agentic AI & Hyperautomation Portfolio Lead)

World Bank Group•Washington, DC

10d•Onsite

About The Position

The World Bank Group (WBG) is accelerating its use of artificial intelligence and automation to enhance operational efficiency, knowledge management, and development impact. The Information Technology Solutions (ITS) vice presidency, specifically the ITSSG team, is expanding its capacity in Hyperautomation. This involves integrating advanced AI with core business processes to create a seamless, intelligent automation fabric. A key component of this strategy is the development of agentic AI systems: autonomous, multi-step AI workflows capable of reasoning, tool use, and decision-making. This role will lead the design, strategy, and implementation of these transformative solutions.

Requirements

Master's degree in Computer Science, Information Systems, Artificial Intelligence, Engineering, Business Administration, or a related discipline, with a minimum of 8 years of relevant professional experience or a Bachelor’s degree with a minimum of 10 years of relevant professional experience.
Demonstrated experience leading or advising enterprise AI, intelligent automation, digital transformation, or emerging technology initiatives.
Proven experience developing technology strategies, roadmaps, operating models, or adoption frameworks within complex organizations.
Strong understanding of Agentic AI, Generative AI, intelligent automation, workflow orchestration, and enterprise technology ecosystems.
Experience identifying, evaluating, and prioritizing opportunities to apply AI and automation to improve operational efficiency and business outcomes.
Proven ability to lead cross-functional initiatives and influence decision-making across technical and business stakeholder groups.
Experience engaging with senior leadership to develop business cases, investment recommendations, and value realization approaches.
Working knowledge of enterprise platforms, cloud technologies, workflow automation solutions, and AI-enabled business processes.
Familiarity with enterprise architecture, governance, security, risk management, and responsible AI principles.
Experience assessing emerging technologies and translating innovation opportunities into practical and scalable solutions.
Excellent strategic thinking and problem-solving skills, with the ability to translate complex business challenges into actionable technology opportunities.
Strong communication, facilitation, and stakeholder engagement skills, with the ability to influence technical and non-technical audiences.
Demonstrated ability to operate effectively in a highly collaborative, matrixed, and multicultural environment.
Proven ability to manage multiple priorities, build consensus, and drive outcomes across diverse stakeholder groups.
Strong relationship management skills, with the ability to establish credibility and trust with senior leaders, product teams, and business partners.
Ability to champion innovation while balancing governance, operational requirements, and organizational priorities.

Nice To Haves

Experience establishing or supporting enterprise AI governance, Responsible AI programs, or technology risk management frameworks.
Experience leading AI, automation, or innovation portfolios within large-scale enterprises.
Familiarity with enterprise service management, process transformation, knowledge management, or digital workflow platforms.
Experience evaluating AI, automation, or orchestration platforms and developing strategic recommendations for adoption.
Prior experience working within international organizations, multilateral institutions, or similarly complex global environments.

Responsibilities

Serve as a strategic advisor on Agentic AI, AI orchestration, and Hyperautomation opportunities across ITS.
Help shape priorities, roadmaps, and investment decisions relating to intelligent automation and AI-enabled transformation.
Identify, assess, and prioritize opportunities where Agentic AI and Hyperautomation can deliver measurable operational and business value.
Develop business cases, value realization frameworks, and recommendations to support decision-making and investment planning.
Monitor market developments, emerging technologies, and industry trends, providing guidance on their potential application within WBG.
Promote a cohesive approach to Agentic AI and Hyperautomation across platforms, products, and business domains.
Partner with architecture, engineering, service management, and platform teams to develop scalable patterns and reusable capabilities.
Support the evolution of enterprise AI orchestration capabilities that enable complex workflows spanning multiple systems and technologies.
Influence the design and adoption of solutions that combine AI, workflow automation, and enterprise platforms to improve business outcomes.
Encourage reuse, standardization, and alignment across AI and automation initiatives to maximize value and reduce duplication.
Support the development and adoption of governance frameworks, standards, and controls for Agentic AI and intelligent automation.
Partner with security, risk, legal, compliance, procurement, and architecture stakeholders to ensure solutions align with institutional policies and standards.
Promote responsible AI practices, including transparency, security, auditability, and operational oversight.
Contribute to the development of guardrails and governance mechanisms that enable innovation while appropriately managing risk.
Advocate for scalable approaches to lifecycle management, monitoring, and operational governance of AI-enabled services.
Build strong relationships across ITS and business stakeholders to promote the effective adoption of Agentic AI and Hyperautomation capabilities.
Facilitate alignment across product, platform, architecture, and operational teams on strategic priorities and implementation approaches.
Communicate opportunities, risks, recommendations, and outcomes to senior leaders and governance forums.
Act as a champion for AI-enabled transformation, helping stakeholders understand emerging capabilities and their practical application.
Influence decision-making through collaboration, thought leadership, and trusted advisory relationships.
Lead assessments of emerging Agentic AI, orchestration, and automation technologies and their applicability within the WBG environment.
Provide recommendations on platform capabilities, technology direction, and strategic investments.
Engage with strategic vendors and industry partners to understand product roadmaps, innovation trends, and emerging capabilities.
Identify opportunities to leverage common enterprise platforms and services to accelerate adoption and value realization.
Foster innovation and knowledge sharing through communities of practice and cross-functional collaboration.
Provide strategic oversight and guidance across a portfolio of AI and automation initiatives.
Establish measures to track adoption, business value, operational improvements, and organizational impact.
Identify and address barriers to adoption, scalability, and value realization.
Support successful implementation by aligning stakeholders, managing dependencies, and promoting sustainable operating models.
Help ensure initiatives deliver measurable improvements in efficiency, effectiveness, employee experience, and service outcomes.