AI Incident and Problem Management Lead (Associate Service Management Officer)

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. Duties and accountabilities: The Associate Service Management Officer will lead enterprise Incident and Problem Management across SAFe, Agile, and DevOps environments, with a primary focus on architecting and operationalizing Agentic AI solutions within the ITSM ecosystem. Key focus areas include: • Designing and deploying autonomous AI agents that independently manage incident detection, triage, escalation, and resolution. • Owning process design, performance measurement, and executive reporting. • Integrating ITIL® 4, Azure DevOps, and AIOps platforms, with ServiceNow as a preferred orchestration layer. • Ensuring incidents and problems are predictively detected and rapidly resolved through agent-driven automation.

Key Responsibilities • Lead the design and implementation of Agentic AI operating models that enable autonomous, end-to-end service management workflows — from detection through resolution — with appropriate human oversight and governance controls. • Serve as a trusted advisor to senior leaders on service stability, agentic automation strategy, and systemic risk. • Drive continuous improvement using analytics, AI-generated insights, and autonomous agent feedback loops. • Establish and oversee metrics, KPIs, and KRIs aligned to operational resilience and AI risk management.