Associate Service Management Officer

Associate Service Management Officer

Description

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

Department Context

The World Bank Group Technology Office (ITSTO) defines and executes the technology strategy for the World Bank Group, ensuring that technological investments and standards deliver secure, resilient, and efficient platforms to support global operations. Through strategic planning, enterprise architecture, platform engineering, and core infrastructure management, ITSTO aligns technology initiatives with the Bank Group’s mission and business objectives.

ITSTO drives technology-enabled innovation, modernizes infrastructure, and enhances organizational agility. By fostering collaboration across all World Bank Group entities—including IBRD, IDA, IFC, MIGA, and ICSID—ITSTO leverages technology as a catalyst for accelerating development impact and advancing digital transformation. Its leadership ensures that technology serves as a strategic enabler for achieving the Bank Group’s development goals, empowering the institution to address emerging challenges and opportunities with greater efficiency and effectiveness.

Unit Context

The unit is responsible for designing, implementing, and continuously enhancing IT service management (ITSM) processes and tools across the World Bank Group. The team ensures that IT services are delivered efficiently, reliably, and in alignment with business needs, leveraging industry best practices such as ITIL.

Beyond its core responsibilities, the team plays a pivotal role in advancing hyper automation and Robotic Process Automation (RPA) within the organization. By integrating automation technologies into ITSM processes, the team automates repetitive, manual tasks, streamlines workflows, and accelerates incident resolution and service request fulfillment. This approach enables IT Service Management to deliver faster, more consistent, and higher-quality services while reducing operational costs and minimizing human error.

Collaboration with business and technology stakeholders is central to the team’s work, ensuring that automation solutions are scalable, secure, and aligned with organizational priorities. Through the adoption of RPA and hyper automation, the team supports the World Bank Group’s digital transformation agenda, driving continuous improvement, enhancing agility, and enabling the organization to respond effectively to evolving business needs.
By championing automation best practices and fostering a culture of innovation, the team ensures that service management processes remain future-ready and value-driven, positioning the World Bank Group to maximize the benefits of digital technologies in delivering world-class IT services.

Duties and accountabilities: 

The Associate Service Management Officer will lead enterprise Incident and Problem Management across SAFe, Agile, and DevOps environments. This role drives modern, AI-enabled operations by owning process design, performance measurement, automation, and executive reporting, integrating ITIL® 4, ServiceNow ITSM, Azure DevOps, and AIOps. The role accelerates digital transformation and autonomous operations, ensuring incidents and problems, including AI-enabled services, are predictively detected, rapidly resolved, continuously optimized, and governed by design.

Key Responsibilities

• Provide enterprise-level leadership for Incident and Problem Management, including process ownership, performance management, and operational risk oversight.

• Define and govern enterprise-standard incident and problem definitions, severity models, prioritization criteria, and escalation thresholds.

• Establish and oversee enterprise metrics, KPIs, and KRIs aligned to operational resilience, service reliability, and AI risk management objectives.

• Shape and implement AI-driven ITSM operating models integrating AIOps, DevOps, and SAFe delivery practices with ITIL 4 governance.

• Serve as a trusted advisor to senior leaders on service stability, systemic risk, incident trends, and AI-related operational exposure.

• Drive continuous improvement using analytics, trend analysis, and AI-enabled insights to reduce service disruption, repeat incidents, and systemic failures.

Incident Management (Operational Stability, Metrics & AI-Driven Automation)

• Own Incident Management as enterprise process owner, including standards, definitions, performance targets, and governance.

• Define and maintain incident classification models and monitor KPIs/KRIs such as SLA/SLO attainment, incident recurrence, and AI risk indicators.

• Oversee real-time monitoring, dashboards, and analytics using ServiceNow, observability platforms, and AIOps.

• Lead AI-driven automation initiatives, including event correlation, predictive detection, AI-assisted categorization, routing, and automated remediation/self-healing.

• Integrate AI capabilities while ensuring traceability, transparency, and human oversight.

• Oversee incidents involving AI-enabled services, including performance degradation or automation failures.

• Maintain incident runbooks, playbooks, knowledge assets, and ensure data informs problem identification and operational risk decisions.

Problem Management (Root Cause, Trend Analysis & AI-Enabled Prevention) 

• Own Problem Management as enterprise process owner, accountable for policy, lifecycle controls, and effectiveness.

• Define and govern problem categorization, prioritization, escalation, and linkage to incidents, services, and value streams.

• Establish and monitor KPIs/KRIs including repeat incident rate, time to root cause, and AI-related systemic risk.

• Lead problem review forums to validate RCA quality, remediation, and enterprise risk exposure.

• Drive AI-enabled problem initiatives, including root cause analysis, pattern recognition, predictive problem detection, and automated remediation.

• Use AIOps analytics to reduce recurring incidents and systemic failures.

• Oversee investigations of AI-enabled services, including model drift, data degradation, automation defects, and integration issues.

• Maintain knowledge bases, known error records, and trend analysis.

• Ensure lessons learned inform incident response, automation logic, and preventive controls.

Reporting, Monitoring & Governance

• Establish a tiered reporting model for operational, tactical, and executive insights.

• Standardize and audit metrics, calculation logic, and data sources.

• Govern KRIs to proactively detect service instability, systemic risk, and AI exposure.

• Act as the enterprise authority on incident and problem management performance, maturity, and continuous improvement

Selection Criteria

• Master's degree with 5 years of experience or bachelor's degree with 7 years of relevant experience in computer science, IT, engineering, or related field

• 8+ years of progressive IT Service Management (ITSM) experience, including 5+ years in enterprise Incident and Problem Management.

• Demonstrated ability to define, integrate, monitor, and govern Incident and Problem Management in Azure DevOps (ADO), DevOps, and product-centric delivery environments.

• Proven experience embedding incident and problem workflows, telemetry, and operational signals into CI/CD pipelines, value streams, and DevOps toolchains.

• Hands-on experience integrating ServiceNow Incident and Problem Management with Azure DevOps, ensuring alignment with work items, backlogs, releases, and operational dependencies.

• Experience managing incidents and problems across AI-enabled services frameworks, including AI platforms, automated workflows, data pipelines, and autonomous operations.

• Demonstrated ability to define and govern metrics, KPIs, and KRIs for Incident and Problem Management, including AI-related risk indicators.

• Strong expertise leveraging AIOps, observability platforms, and ServiceNow Performance Analytics for trend analysis, predictive detection, and operational insight.

• Deep understanding of ITIL® 4 Incident and Problem Management practices in Agile, SAFe, and DevOps environments.

• Experience supporting ITSM modernization, operational resilience initiatives, and AI-driven service delivery.

• Excellent communication and influencing skills, able to collaborate with technical teams, business stakeholders, and senior leadership.

Certifications

• ITIL 4 Foundation, required

• ServiceNow Certified System Administrator (CSA), required

• ServiceNow ITSM Implementation Specialist, preferred

• SAFe Agilist (SA) or SAFe Practitioner (SP), preferred

• AIOps, AI Governance, or ITIL® 4 Managing Professional / Strategic Leader certifications, preferred

WBG Culture Attributes:

1. Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.
2. Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.
3. Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results.

World Bank Group Core Competencies

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.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the World Bank and IFC including our values and inspiring stories.