Associate Senior Service Delivery Officer (Regional Partner & Technology Advocate)

Overview

The Associate Senior Service Delivery Officer (Regional Partner & Technology Advocate) role aims to optimize operations through fit-for-purpose technology solutions and smarter business processes by serving as a trusted advisor to task teams, regional leadership, and product teams.

Key Responsibilities

• Serve as a trusted advisor to task teams, project staff, and regional management on operational technology needs.
• Understand and analyze end-to-end business processes across sectors to identify opportunities for efficiency and digital enablement.
• Provide strategic guidance on how existing or new digital solutions can support evolving operational requirements and policy implementation.
• Surface unspoken or emerging needs based on-the-ground observation, interviews, and data insights.
• Recommend improvements to business processes through the application of digital tools, automation, or data-informed workflows.
• Identify patterns or recurring challenges across countries or sectors that can be addressed systemically.
• Advise regional teams on implementation strategies for operational policy changes that require digital adaptation.
• Support regional stakeholders through business and technology transformation initiatives.
• Partner with product managers and solution architects on the design and evolution of digital platforms.
• Act as a bridge between regional business teams and central product development teams.
• Evaluate existing technological solutions that may address observed needs.
• Support prioritization by providing business impact framing, user insights, and field validation.
• Monitor and facilitate technology adoption, performance, and user satisfaction.
• Provide thought partnership with regional teams in designing business processes that are both policy-compliant and technology-enabled.
• Ensure alignment between institutional operational policies and technical implementation across platforms.
• Work with business and technical teams to promote the adoption of new tools and enhancements.
• Support organizational learning by sharing case studies, user stories, and actionable feedback.
• Support the implementation of new digital tools, features, or policies.
• Define key performance indicators (KPIs) for innovative initiatives.
• Track progress, measure impact, and report outcomes to management.
• Document lessons learned, best practices, and case studies.
• Contribute to the Bank’s innovation knowledge base and support continuous improvement.

Required Experience

• Master’s degree in computer science/STEM with 8 years relevant experience or bachelor’s degree in computer science with a minimum of 10 years relevant experience.
• Relevant areas of experience include (i) development or multilateral operations, (ii) technology advisory, consulting, or technology innovation, (iii) digital transformation and large-scale business modernization initiatives, including organization change and technology adoption, and (iv) field program implementation.
• Demonstrated expertise in emerging technologies, systems thinking, acting as a liaison, change management, evangelization, and innovation methodologies (e.g., AI, design thinking, agile).
• Experience working in large, complex organizations or international development settings.
• Familiarity with the World Bank’s operations, governance, and organizational structure preferred.
• Understanding of the World Bank’s operational frameworks and platforms (e.g., the Operations Platform) preferred.
• Experience in field-embedded roles that require active collaboration with country teams and task teams in-region.

Qualifications

• Master’s degree in computer science/STEM or bachelor’s degree in computer science.
• Certified in SAFe Agilist, Digital Transformation, Organization Change Management, Design Thinking, or other industries preferred.

Other Details