Service Delivery Officer (Associate Senior Service Delivery Officer) - req36077

<div><h3>Service Delivery Officer (Associate Senior Service Delivery Officer)</h3><p>Job #: req36077</p><p>Organization: World Bank</p><p>Sector: Information Technology</p><p>Grade: GG</p><p>Term Duration: 3 years 0 months</p><p>Recruitment Type: Local Recruitment</p><p>Location: Riyadh, Saudi Arabia</p><p>Required Language(s): English, Arabic</p><p>Preferred Language(s):</p><p>Closing Date: 4/6/2026 (MM/DD/YYYY) at 11:59pm UTC</p><h3>Description</h3><p>Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 130 offices worldwide, we work 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. For more information, visit www.worldbank.org</p><h3>ITS Vice Presidency Context</h3><p>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</p><h3>Unit Context</h3><p>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.</p><h3>Business Unit Overview</h3><p>ITS Region 1- Asia; Region2- AFR; Europe; MENAAP; Region 3 Washington&LCR (Regional Tech Solutions)</p><h3>Operating Environment</h3><p>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 )</p><p>Regional footprint across most country offices; HQ hub of ~100 staff; typical country offices staffed with 1–3 IT personnel</p><h3>Duties and Accountabilities</h3><h3>Role Overview</h3><p>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.</p><h3>Duties&Responsibilities</h3><h3>Experience Support Operations and Service Delivery</h3><ul><li>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.</li><li>Manage the service health, service levels, and user experience indicators for the region.</li><li>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.</li><li>Govern vendor and service partner performance to maintain service quality and continuously improve the user experience.</li><li>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.</li><li>Ensure strong onboarding and offboarding experiences in terms of IT readiness and compliance.</li></ul><h3>Technology Adoption and Self‑Service Enablement</h3><h3>Together With The Techno