Manager, Tech Solutions (Regional) - ITSR1/R2/R3

Description

Working at the World Bank Group provides a unique opportunity to help client countries 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 poverty on a livable planet.

With 189 member countries and more than 120 offices worldwide, the World Bank Group works with public and private partners, invests in groundbreaking projects and uses data, research, and technology to develop solutions to pressing global, regional and local challenges. For more information, please visit http: [http://www.worldbank.org](http://www.worldbank.org/)

The organization has undertaken an ambitious exercise to revise its mandate, products and structure to adjust to the multiple, intertwined crises affecting the world today (see [Evolution Roadmap](https://www.devcommittee.org/content/dam/sites/devcommittee/doc/documents/2023/Final%20Updated%20Evolution%20Paper%20DC2023-0003.pdf)), in the move to becoming a better Bank.

Business Unit Overview — ITS

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. For more information on ITS, check this video: [https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w](https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w).

Business Unit Overview — ITS Region 1- Asia; Region2- AFR; ECA; MENAAP; Region 3 Washington & LCR (Regional Tech Solutions)

The ITSDW Tech Solutions regional units (ITSR1/2/3) combine in‑country presence with regional hubs to deliver onsite support, deployments, and sustained adoption. Teams run structured user‑feedback loops that inform standards and engineering roadmaps, and they partner with ITSDS (Digital Solutions - platform engineering/telemetry), ITSPR (Device Provisioning experience standards & device/room programs), the Service Desk (channels & knowledge quality), CTO (Chief Technology Office) Network Engineering, and GCS (General Corporate Solutions) for venues.

Operating Environment

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  ITSR1: East Asia & Pacific (EAP), South Asia (SAR); ITSR2: Africa, Europe & Central Asia (ECA), Middle East, North Africa, Afghanistan, & Pakistan (MENAAP) ; ITSR3: Washington DC Headquarters and Latin America & Caribbean (LCR )

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  Regional footprint across most country offices; HQ hub of ~100 staff; typical country offices staffed with 1–3 IT personnel

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  Regional Hubs: senior leadership (e.g., Vice Presidents) are relocating to existing CO locations that will serve as regional hubs. Expansion/retrofit is expected (not greenfield), and hubs must deliver enterprise‑grade basic IT services from Day 1.

Position Overview

Lead regional technology engagement, enablement and support—ensuring reliable day‑to‑day services (devices, rooms/venues, local network coordination) and stewarding adoption of new capabilities (e.g., Copilot, Power Platform, Teams Rooms practices). Manage a large, distributed, multicultural team operating across time zones , ensuring team skills remain current and continuously aligned with evolving technologies and organizational needs. Be the face of ITS in the field—maintain trusted relationships with senior business stakeholders (e.g., Country Directors/Managers and regional leadership), providing clear status, expectations, and executive briefings. Ensure the scale‑up and steady‑state operations of hubs within existing Country Offices (connectivity, rooms, devices, frontline presence), with an increasing emphasis on VIP support for executives in the field.

Duties & Responsibilities

Leadership, People & Stakeholders — Lead with inclusion and executive presence.

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  Lead with inclusion and executive presence—set a clear tone of trust, fairness, and accountability.

• Recruit, develop, and manage performance of a multicultural, geographically distributed team; foster safety, inclusion, and continuous improvement; distinguish performance and hold individuals accountable for outcomes.

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  Maintain strong relationships with IT management team and senior business stakeholders in the field; act as the regional face of ITS; provide executive updates and manage expectations with follow-through.

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  Establish role clarity, capacity plans, accountability mechanisms and quarterly OKRs (Objectives & Key Results) for tech support, adoption and specialist teams (e.g. Adoption; PC & Device Delivery; Rooms & Local Network); track delivery and drive continuous improvement.

VIP/Executive Support — Provide predictable, high‑touch services for field‑based leaders.

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  Deliver VIP support in assigned locations (white‑glove support, named points of contact, priority incident lanes, executive briefing prep).

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  Ensure event/roadshow readiness (secure connectivity, reliable rooms/AV, travel kits/spares) and proactive checks before executive engagements.

Adoption & Self‑Service — Turn launches into durable use.

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  Drive technology adoption, in a scalable and consistent manner, by leveraging variety of outreach and engagement tools, e.g. AMA (Ask Me Anything), clinics and telemetry‑driven campaigns.

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  Continuously increase the share of issues resolved via self‑service; strengthen knowledge quality with the Service Desk.

Regional Delivery & Enablement — Deploy at pace with quality.

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  Plan and execute deployments (devices, rooms, OS upgrades, Copilot enablement) with ITSPR/ITSDS; ensure country‑specific communications and training.

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  Coordinate local links/cabling with CTO Network Engineering and GCS during build‑outs/relocations; ensure venue readiness with ITSPR where applicable.

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  Ensure onboarding/offboarding excellence and surge/event support; maintain an exceptions register with time‑bound mitigation

Partnerships — Work across ITS and corporate partners.

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  With ITSPR on device/room standards and deployment playbooks; with ITSDS on engineering patterns and release readiness

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  With the Service Desk on user guidance and knowledge quality; with CTO Network Engineering and GCS on circuits/cabling and venue readiness

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  With other ITS units on providing feedback from the regions, and staying abreast of IT development to communicate to the country offices

First Year Accountabilities

Within the first year, success will be visible through:

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  Hubs in existing COs can support VP operations (VC rooms reliability, connectivity baselines, device provisioning, frontline presence) and sustain SLAs/XLAs

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  Establish Regional Technology Adoption and Delivery (VC, PC, infra) product teams

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  Optimize Technology Support by driving proactive issue resolution, self-service and centralized helpdesk, reducing the need for in-person support

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  Drive Agile Transformation, align the team with new Job Architecture

Selection Criteria

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  At least 10 years leading large, distributed, multicultural teams across multiple time zones

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  Stakeholder engagement with senior business leaders; executive communication and diplomacy under pressure; VIP/executive support experience

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  Regional IT operations in distributed environments; program delivery

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  Experience with Technology Support and driving adoption at scale

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  Experience with SAFe and Agile; SAFe Certification required

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  ITIL 4 Certification required.

• Experience with modern collaboration tools and AI assistants

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  Experience coordinating local telecom links/circuits and facilities constraints during office expansions is desirable

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  Exceptional critical eye for detail and strong perspective taking to ensure a positive end user experience

WBG Culture Attributes:

1. Sense of Urgency – Anticipating and quickly reacting to the needs of internal and external stakeholders.

2. Thoughtful Risk Taking – Taking informed and thoughtful risks and making courageous decisions to push boundaries for greater impact.

3. Empowerment and Accountability – Engaging with others in an empowered and accountable manner for impactful results.

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.

The World Bank Group values diversity and encourages all qualified candidates who are nationals of World Bank Group member countries to apply, regardless of gender, gender identity, religion, race, ethnicity, sexual orientation, or disability. Sub-Saharan African nationals, Caribbean nationals, and female candidates are strongly encouraged to apply.