Associate Senior Service Management Officer

Associate Senior 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 Senior Service Management Officer will lead the transformation of IT Service Management (ITSM) through AI enablement and governance. This role will drive the integration of AI across ITSM processes, including Change, Incident, Problem, Asset, Service Configuration, and Software Asset Management, while providing robust oversight of AI services and assets. The successful candidate will combine strategic vision, operational expertise, and leadership to modernize ITSM workflows, optimize service delivery, and support the organization’s digital transformation objectives.

Key Responsibilities

• Lead the integration of AI-driven capabilities and governance across ITSM processes, ensuring ethical, secure, and compliant deployment of AI services.

• Enable AI to support and enhance ITSM functions, modernize workflows, and improve automation, service quality, and decision-making.

• Govern the full lifecycle of AI assets, from acquisition and deployment to monitoring, retirement, and compliance assurance, ensuring alignment with organizational policies and risk management standards.

• Develop and maintain a strategic AI-enabled ITSM roadmap, identify opportunities to optimize service delivery, reduce operational costs, and enhance SLA adherence.

• Drive forward-looking AI and ITSM innovation, identifying emerging technologies, trends, and best practices to continuously evolve IT service delivery and operational excellence.

• Drive optimization of ServiceNow ITSM modules to support AI-enabled workflows, dashboards, predictive analytics, and automated ITSM operations.

• Collaborate with DevOps, SRE, IT operations, and architecture teams to integrate AI into CI/CD pipelines, enterprise AIOps platforms, and other ITSM processes, ensuring seamless interoperability and alignment with IT standards.

• Ensure ITSM processes and AI initiatives align with SAFe, ITIL v4, and organizational digital transformation objectives.

• Drive adoption of AI-enabled ITSM tools and workflows across IT teams, harmonizing human and AI-driven processes for improved service delivery.

• Define, monitor, and report on KPIs and metrics to measure the effectiveness, governance, and business impact of AI within ITSM operations.

• Lead cross-functional ITSM modernization initiatives, providing guidance and training to teams on AI-enabled processes, governance best practices, and change management.

• Evaluate, select, and manage AI/ITSM tools and third-party solutions, ensuring compliance with governance frameworks and alignment with organizational goals.

• Be a strategic advisor and thought leader, engaging with executives and stakeholders to shape the organization’s AI strategy, ITSM transformation, and digital innovation agenda.

• Anticipate future ITSM challenges and AI opportunities, designing scalable, future-ready processes that integrate emerging technologies and support long-term organizational objectives.

Selection Criteria

• Master's degree with a minimum of 8 years of relevant experience or bachelor’s degree in computer science, Information Technology, Engineering, or a related technical field with a minimum of 10 years of relevant experience.

• 8+ years in IT Service Management, with experience across Change, Incident, Problem, Asset, Service Configuration, and Software Asset Management

• Demonstrated experience implementing or managing AI/ML initiatives in enterprise IT or ITSM contexts, delivering measurable operational improvements.

• Proven experience in AI governance, including oversight of AI assets and services across their full lifecycle (acquisition, deployment, monitoring, risk management, and retirement).

• Demonstrated experience with ServiceNow ITSM modules, including configuration, optimization, workflow automation, predictive analytics, and dashboard development.

• Experience integrating ITSM with DevOps, CI/CD pipelines, AIOps platforms, and SRE practices, ensuring alignment of AI-enabled tools with enterprise IT operations.

• Strong understanding of SAFe, ITIL v4, and agile practices, with experience driving ITSM modernization and transformation initiatives in complex, scaled environments.

• Demonstrated ability to lead cross-functional teams, manage stakeholder expectations, and foster adoption of AI-enabled ITSM tools and workflows.

• Experience developing and executing strategic ITSM and AI roadmaps, identifying opportunities for innovation, cost optimization, automation, and enhanced service delivery.

• Knowledge of regulatory, compliance, and ethical requirements related to AI implementation and ITSM operations, including data privacy, security, and operational risk management.

• Proven leader in managing cross-functional teams, driving adoption of AI-enabled workflows, and fostering organizational change and innovation.

• Expertise in AI/ML, AIOps, and ITSM tools, with deep knowledge of ITSM best practices, ITIL v4, SAFe, agile, and DevOps/SRE integration to optimize processes and service delivery.

• Strong stakeholder management, communication, and analytical skills, measuring AI impact, tracking KPIs, and delivering insights to support informed ITSM decisions.

Certifications

• ITIL v4 Foundation or higher, required.

• ServiceNow Certified System Administrator (CSA) or equivalent, required.

• SAFe Agilist, preferred.

• Azure DevOps, AIOps, or SRE-related 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.