Job Summary

Associate Senior Service Delivery Officer (Regional Partner Technology Advocate) | Job Details Associate Senior Service Delivery Officer (Regional Partner Technology Advocate)

The World Bank Group (WBG) is committed to supporting country clients in achieving sustainable development outcomes, including improved health systems, economic growth, education access, climate resilience, and social equity. In this context, digital platforms and data play an increasingly critical role in how development projects are designed, implemented, and adapted.

The ITS Operations Products unit (ITSOP) enables digital enablement of the Banks business processes through a modern, flexible, and user-friendly digital platform that integrates and optimizes critical functions for thousands of front-line staff. It also drives the delivery of AI-powered business solutions to support business priorities and accelerate data-driven decision-making across the institution.

To strengthen the feedback loop between the realities on the ground and the digital tools that support operations, ITSOP is seeking a Regional Partner embedded within regional operations. This individual will serve as a trusted advisor to task teams, regional leadership, and product teams in identifying opportunities to optimize operations through fit-for-purpose technology solutions and smarter business processes.

As ITSOP advances the reimagining and modernization of the Operations Workspace and related digital platforms, the Regional Partner will play a critical role in supporting three parallel dimensions of change: sustaining day-to-day business operations, helping modernization, promoting and contributing to organizational readiness and adoption, and contributing to strategic transformation initiatives. The role will ensure that regional operational realities, stakeholder needs, and field perspectives are incorporated into the design, implementation, and continuous evolution of future digital capabilities and operating models.

Role Overview

This role combines strategic advisory, user and business engagement, and technology enablement, with the goal of helping WBG operations teams implement policies, deliver programs, and scale impact through digital tools and data-informed practices. This role is part of our commitment to ensuring that digital platforms not only support, but enable operational effectiveness, innovation, and implementation on the ground. The Regional Partner will be a:

- Strategic thought partner to regional/country task teams in identifying operational challenges and technology needs.
- Liaison between field realities and the internal product development lifecycle.
- Facilitator of informed decision-making around digital adoption, technology innovation, and process efficiency.

This is a solution-oriented role, requiring strong systems thinking, client orientation, and understanding of both the development context and the possibilities (and limitations) of technology.



This role promotes a culture of innovation and collaboration with internal and external stakeholders to deliver impactful solutions.

Responsibilities

The Regional Partner will play a dual-facing role, working closely with both task teams and regional leadership, and with internal technology and product teams, carrying out the following responsibilities:

A. User and Business Engagement and Operational Insight

- Serve as a trusted advisor to task teams (TTLs), project staff, and regional management on operational technology needs.
- Understand and analyze end-to-end business processes across sectors (e.g., health, education) to understand the full context of operations-program goals, delivery challenges, and field constraints, and 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 by assessing impacts, gathering requirements, validating future-state processes, and ensuring operational realities are reflected in transformation planning and execution.

B. Technology Advisory and Bridging

- Partner with product managers and solution architects on the design and evolution of digital platforms by providing business context, use cases, and field insights.
- Act as a bridge between regional business teams and central product development teams, translating complex operational problems into clearly scoped technical solutions.
- Evaluate existing technological solutions that may address observed needs, recommend fit-for-purpose adaptations where needed.
- Support prioritization by providing business impact framing, user insights, and field validation to product managers.
- Monitor and facilitate technology adoption, performance, and user satisfaction within the region and provide feedback for continuous improvement.

C. Change Management and Implementation Support

- 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, drawing on field insights to shape communication, training, and support strategies.
- Support organizational learning by sharing case studies, user stories, and actionable feedback from the field.
- Support the implementation of new digital tools, features, or policies by facilitating change management, user communication, and engagement activities.
- 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.
- 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)
- Robust analytical, problem-solving, and communication skills
- 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. Multilingual capabilities are a plus.
- Certified in SAFe Agilist, Digital Transformation, Organization Change Management, Design Thinking, or other industries preferred

Core Competencies

- Operational Excellence: Deep understanding of business processes related to development operations (e.g., project design, implementation, monitoring, and evaluation). Ability to interpret and apply operational policy in a digital transformation context.
- Client Orientation: Experience working with multidisciplinary teams, including technical teams, field-based staff, and senior leadership. Deep empathy for field teams and country contexts; able to represent their needs with credibility and nuance.
- Analytical and Systems Thinking: Ability to...

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📌 Associate Senior Service Delivery Officer (New Delhi)
🏢 The World Bank
📍 New Delhi