Manager, Experiences & Devices - ITSPR en World Bank Group

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/)

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 — ITSPR  (Experiences & Devices)

ITSPR owns the end‑to‑end experience with devices, PCs and mobility, meeting rooms and special venues, printing, digital signage, and simultaneous interpretation. Scope includes mobility services, including global mobile plans management and optimization. The unit sets standards and lifecycle guardrails and coordinates delivery with ITSDS (platform engineering/DEX) and ITSR1/2/3 (regional execution and adoption).

ITSPR defines personas and journey maps for key employee segments to guide standards, service design, and change sequencing. It also stewards the PC Program optimization agenda—aligning device tiers and vendor strategy, using factory imaging where applicable, tightening logistics, and improving day‑one productivity at scale.

Operating Environment

Global footprint across ~150 offices; workforce in the tens of thousands
Scale: ~35,000 managed Windows devices; ~1,400 AV‑enabled rooms; ~30 special event spaces
Flagship moments supported: Annual Meetings and Spring Meetings

Position Overview

Provide leadership and strategic direction for device and room experiences. Own standards, lifecycle guardrails, and service design across PCs/mobility, meeting rooms/AV, special venues, printing, signage, and interpretation. Coordinate a distributed delivery model with – ITSR1/2/3 (ITSR1 - Asia/ITSR2 – AFR, ECA, MENAAP/ITSR3 Washington DC, LCR) (execution and adoption) and ITSDS (engineering and telemetry), steward persona‑based journey improvements, and optimize the PC Program to reduce time‑to‑value and elevate satisfaction.

Duties & Responsibilities

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

- Recruit, develop, and manage performance of a multicultural, geographically distributed team; foster psychological safety, inclusion, and continuous improvement; distinguish performance

Strategy, Personas & Journey Maps — Define the blueprint for a predictable, inclusive experience.

- Own device and room standards, related personas and journey maps, exception governance, and lifecycle guardrails; maintain accessibility and safety baselines

- Publish experience roadmaps and quarterly reports; co‑own XLAs (experience level agreements) for device and room experiences with platform owners

PC Program Optimization — Deliver faster day‑one value and durable satisfaction.

- Align vendor strategy and device tiers with personas; apply factory imaging where applicable to shorten provisioning

- Tighten logistics and refresh planning; monitor device time‑to‑value and PC CSAT; drive continuous improvement with ITSDS and regional teams

AV/VC Program Delivery — Run programs that raise reliability and simplify use.

- Lead the Video Conferencing portfolio for standard conference rooms globally, ensure satisfactory user experience and optimize utilization

- Lead the Audio-Visual and Video Conferencing, AVVC portfolio for special events rooms globally, used to host executive events, boardroom meetings and high-profile public events

- Define user‑facing self‑service flows with Digital Workplace Engineering, ITSDS, and the Service Desk; Work with Regional Delivery Teams in ITSR1/2/3 to drive rollout and coaching across regions

Operations, Mobility & Vendors — Govern the ecosystem that powers the experience.

- Lead a distributed workforce (standards architects, AV/VC engineering & operations, device/mobility lifecycle, vendor/CapEx)

- Oversee vendor governance (OEMs, Original Equipment Manufacturers, AV designers (Audio Visual)/integrators, print providers); manage contracts and budget performance

- Manage global mobile plans (contracts, rate plans, roaming) and optimize cost and usage with Procurement/Finance; publish performance dashboards

Partnerships — Work across ITS and corporate partners to implement change at scale.

- With Enterprise Architecture and ITSDS, Digital Workplace Engineering, on UX patterns, DEX telemetry, and knowledge governance inputs consumed by the Service Desk

- With Regional Delivery teams, ITSR1/2/3 on last‑mile operations, adoption, pilot‑to‑scale loops, and user feedback closure; explicitly support hubs within existing COs (room retrofit standards and VIP room patterns), persona‑aligned device choices, shared runbooks and readiness checks for hub scale‑up and steady‑state operations

- With GCS/SEC/ECR on facilities and event coordination for special venues

First Year Accountabilities

Within the first year, progress will be evident through:

- PC Program CSAT (Customer Satisfaction) maintained and improved by deploying a second vendor for laptops, direct to users provisioning, adaptive lifecycle management based on telemetry

- Persona‑aligned journey maps baselined and published; prioritized improvements tracked to closure

- Experience Centers & Frontline convergence blueprint launched; walk‑in and mobility touchpoints converge into a single, consistent model, implemented in at least 2 locations

- Room reliability and setup time improve; special venue upgrades delivered on plan; predictable readiness for flagship events

- Global mobile quality optimized against usage and roaming patterns without degrading experience

- Drive Agile Transformation, align the team with new Job Architecture

Selection Criteria

In addition to having a strong work ethic and unquestionable integrity, the selected leader will have the presence to establish immediate credibility with managers, peers, and a complex group of stakeholders.  They will possess outstanding intellect, leadership and analytical abilities as well as excellent interpersonal, communication and presentation skills. A successful candidate will possess qualifications such as:

* Master’s degree and post-graduate coursework with at least 12 years of experience in a global IT organization, or equivalent combination of education and experience.

* At least 10 years of people leadership experience in a large, global organization

* Experience with Enterprise‑scale end‑user computing & mobility, AV/VC architecture & operations for rooms and special venues; event technologies (streaming, interpretation)

* SAFe and Agile experience. SAFe certification required.

* IT Asset management experience required. Relevant certifications, e.g. IAITAM CAMP, preferred

* Mobility management, compliance, and data protection for mobile endpoints

* Understanding of Enterprise Architecture, User Experience, User Journey Mapping and similar methodologies is strongly desirable

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.