AI Service Management Transformation Lead (Associate Senior Service Management Officer)
| Job #: | req36827 |
| Organization: | World Bank |
| Sector: | Information Technology |
| Grade: | GG |
| Term Duration: | 3 years 0 months |
| Recruitment Type: | Local Recruitment |
| Location: | Washington, DC,United States |
| Required Language(s): | English |
| Preferred Language(s): | |
| Closing Date: | 6/5/2026 (MM/DD/YYYY) at 11:59pm UTC |
Description
Build a career with impact. Working at the World Bank Group (WBG) provides a unique opportunity to help countries solve their greatest development challenges. As one of the largest sources of funding and knowledge for developing countries, the WBG is a unique partnership of five global institutions dedicated to ending poverty, increasing shared prosperity, and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, the WBG works with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges.
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.
The Associate Senior Service Management Officer will lead the transformation of IT Service Management (ITSM) through the integration of autonomous and agentic AI, supported by strong governance and oversight. This role drives the adoption and integration of AI across ITSM processes, including Change, Incident, Problem, Asset, Service Configuration, and Software Asset Management, enabling intelligent, self-directed service operations 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 advance the organization’s digital transformation objectives.
Duties and Accountabilities
Agentic AI Strategy & Architecture & ITSM Integration
• 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.
Intelligent Automation & Enterprise AI Enablement
• 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.
AI Governance, Risk & Responsible AI & ITSM Controls
• 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.
Innovation, Research & Forward-Looking Strategy
• 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.
Leadership, Stakeholder Engagement & Capacity Building
• 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.
Selection Criteria
• 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.
• Agentic AI Expertise: 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. This is the primary technical requirement for the role.
• LLM & Generative AI: 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.
• AI Governance & Ethics: Proven experience designing and operationalizing AI governance frameworks, including model risk management, responsible AI principles, human-in-the-loop controls, and regulatory compliance.
• Enterprise AI Integration: 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.
• Strategic Leadership: Demonstrated ability to define and execute enterprise AI strategies, including roadmap development, executive stakeholder engagement, and cross-functional leadership.
• Communication & Influence: Exceptional ability to communicate complex AI concepts to non-technical stakeholders, influence institutional priorities, and drive organizational change.
Preferred Qualifications
• IT Service Management (ITSM): 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.
• ServiceNow: Familiarity with ServiceNow ITSM modules, including workflow automation, platform configuration, and AI/ML capabilities within the platform.
• DevOps & AIOps: Experience working with DevOps and Site Reliability Engineering (SRE) practices, CI/CD pipelines, and AIOps platforms.
• Agile Delivery Frameworks: Familiarity with SAFe, Scrum, or other Agile delivery methodologies.
Certifications
• AI/ML Certification (one or more of the following):
• Microsoft Certified: Azure AI Engineer Associate
• Google Cloud Professional Machine Learning Engineer
• AWS Certified Machine Learning – Specialty
• Certified Artificial Intelligence Professional (CAIP) or equivalent recognized AI certification
• Responsible AI / AI Governance: Completion of a recognized AI ethics, governance, or responsible AI certification (e.g., IAPP AI Governance Professional (AIGP), IBM AI Ethics certification, or equivalent)
• Generative AI & LLM-Specific Certifications:
• DeepLearning.AI – Generative AI with Large Language Models
• Microsoft Certified: Azure AI Fundamentals (AI-900) or AI-102
• Prompt Engineering or LLM Operations (LLMOps) professional credentials
• ITIL v4 Foundation or higher (valued as supporting knowledge)
• ServiceNow Certified System Administrator (CSA) (valued as supporting knowledge)
• SAFe Agilist or equivalent agile framework certification
• Azure DevOps, AIOps, or SRE-related certifications
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.
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Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.