Manager, Digital Workplace Engineering - ITSDS chez 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](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 — ITSDS (Digital Workplace Engineering)

ITSDS engineers and operates the Bank’s digital workplace platforms end‑to‑end: Microsoft 365 services (Exchange/Outlook, Teams, OneDrive, compliance), Desktop Engineering (OS image lifecycle, endpoint security baselines, Intune/ConfigMgr, device telemetry), Meetings & Rooms engineering (Microsoft Teams Rooms standards and diagnostics), SharePoint & Power Platform governance (information architecture, DLP policies, Center of Excellence), and Remote Access & VDI (VPN/SASE). ITSDS integrates reliability practices and DEX telemetry and partners with ITSPR (device provisioning)(experience standards) and ITSR1-Asia/R2-AFR, ECA, MENAAP/R3 – Washington DC & LCR (regional delivery and adoption).

These platforms underpin the day‑to‑day productivity of a global workforce and protect institutional information. The team balances security and compliance with usability and cost, using telemetry and experience‑level metrics to steer priorities and continuous improvement.

Operating Environment (Scale & Footprint)

- Global footprint: ~150 offices; engineering and operations across DC, Sofia, and Chennai

- Devices & collaboration at scale: ~35,000 managed Windows devices; ~40,000 Microsoft 365 licenses; tens of thousands of SharePoint sites

- Meetings & voice: Teams/Rooms for meetings; enterprise telephony on Webex; institution‑wide remote access and VDI where needed

Position Overview

Lead engineering for the Bank’s productivity and collaboration platforms—Microsoft 365 (Exchange, Teams, OneDrive), meeting platforms and rooms, and SharePoint/Power Platform—with clear accountability for reliability, security, and total cost of ownership. Own the AI assistant platforms (Microsoft Copilot and Copilot Studio) that power automation and self‑service. Oversee endpoint engineering for desktops (OS lifecycle, security baselines, telemetry) and remote access solutions (VPN/SASE, VDI). Partner with ITSPR on experience standards and with ITSR1/2/3 to progress solutions from pilot to sustainable scale.

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

- Collaboration & Meetings — Operate and evolve core collaboration services and the modern meeting experience.

- Operate Enterprise Email, Document Sharing and Collaboration Suites, e.g. Exchange Online, Teams, OneDrive, or equivalent products

- Engineer Video Conferencing solutions

- Select and operate enterprise e‑signature capability (e.g., DocuSign) under collaboration services

AI Assistants — Scale MS Copilot capabilities responsibly and effectively

- Manage Microsoft Copilot, establish governance (data, security, privacy) and reusable patterns for scenarios.

- Continuously monitor the market for AI infused productivity tools that would materially improve employee productivity

Endpoints (Desktops) — Provide a secure, reliable, and efficient desktop environment.

- Own and continuously improve OS image lifecycle, security baselines, Intune/ConfigMgr, device health telemetry, releases and cost

- Operate auto‑remediation at scale to increase stability, improve day‑one productivity, and reduce repeat contacts

- Continuously monitor the market for emerging technologies to hyper-automate and/or materially improve the desktop working experience

Document Sharing (MS SharePoint ) & No-Code/Low Code (MS Power Platform) —

- Manage Cloud based Document Sharing and No-Code/Low-Code platforms, ensuring governance, compliance, and continuous optimization.

Remote Access & VDI — Ensure secure, performant access from anywhere.

- Engineer and operate VPN/SASE and VDI for global connectivity; improve observability and publish experience dashboards

- Evolve VDI to DaaS where appropriate; improve connection reliability and sign‑in experience; continuously evaluate market for optimal offerings

DEX telemetry & Self‑Service — Use telemetry and automation to improve experience at scale.

- Collect and device telemetry using COTS tools; publish insights consumed by ITSPR, ITSRs, and the Service Desk

- Contribute signals and fix patterns that reduce repeat contacts and measurably improve XLAs (experience level agreements).

Product Adoption

- Continuously drive product adoption for all relevant products by conducting user outreach, establishing data drive feedback loops and promoting effective use

Reliability, Security & Compliance

Maintain experience‑level agreements (XLAs) for device health, app performance, meeting quality, VDI stability, and self‑service completion. Ensure changes meet security, privacy, and compliance guardrails; optimize total cost of ownership for collaboration and VDI platforms.

Partnerships & Governance

- With ITSPR: align product‑level UX with device/room experience standards; connect device/room telemetry into DEX

- With ITSR1/2/3: pilot‑to‑scale, change readiness, and closing user feedback loops to improve experience and reduce repeat contacts

- With Security & Architecture: contribute to AI governance and ensure platform changes meet security and compliance requirements

First Year Accountabilities

Within the first year, progress will be evident through:

- A modern DEX platform in place; bespoke tools retired; regular experience insights published to partners

- A process‑driven SPO (SharePoint Online) permissions model enabling safe use of Copilot across priority scenarios

- Create baseline XLAs (experience level agreements) for all services in scope

- Publish global Teams Rooms / VC rooms engineering standards and diagnostics

- Shift from basic use to high-impact, time-saving adoption of AI tools (e.g. Copilot, Microsoft AI, chatIFC) and core productivity tools such as Outlook, Teams, OneDrive, DocuSign, Office Apps, Planner, by increasing adoption of advanced feature usage, client satisfaction and time savings

- 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 postgraduate 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

* At least 10 years of experience leading engineering functions in an IT organization at an enterprise level,
Leadership in platform engineering across Microsoft 365, endpoints, collaboration/meeting platforms, or remote access in large, distributed environments

* Strong grounding in security, privacy, and compliance for enterprise collaboration

* Experience with Copilot enablement and governance; SharePoint Online permissions and Power Platform fundamentals
SAFe and Agile experience. SAFe Certification required.

* Experience in Cloud, AI and relevant certifications are preferred.

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.