Description

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients 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 extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work 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. For more information, visit www.worldbank.org

ITS Vice Presidency Context:

Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty and promote shared prosperity in a sustainable way by delivering transformative information and technologies to its staff working in over 150 locations.

Our vision is to transform how the Bank Group accomplishes its mission through information and technology. In this fast-paced, ever-changing world, the formulation and implementation of the ITS strategy is an ongoing, iterative process of learning and adaptation developed through extensive consultations with business partners throughout the World Bank Group.

ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes: business enablement, by providing Bank Group units with innovative digital tools and technologies to transform how they deliver value for their clients; empowerment & effectiveness, by ensuring that all Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform.

Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second is to provide the Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.

Unit Context

As a department within the WBG Integrated Services vice presidency, ITSGC provides global communications and client services, products and support for all member organizations across the World Bank Group. Services provided by ITSGC include global network, unified communications (Telephony and Video-conferencing), end-user device and mobility service provisioning, IT support (Helpdesk, front-line IT support and IT training) as well as coordination and implementation of all infrastructure projects facing WBG country offices. ITSGC Department Functions/Services are as follows: 1. Global Network (LAN, WAN and Wi-Fi) design, engineering and support.  2. Global Unified Communications (Telephony and Video-conferencing) 3. Provisioning and support for all end-user devices and mobility services (PCs, Tablets, Smart Phones and other network accessible devices) 4. Front-line IT support services including Helpdesk, all levels of client-facing support as well as End-user IT Training 5. Single point of contact for coordination and implementation of all IT infrastructure projects and initiatives deploying to the WBG country offices around the world.

The purpose of the Network Infrastructure unit, within ITSGC, is to provide end to end management and/or coordination of all country offices IT infrastructure projects for the World Bank Group, manage links contracts and telecommunications vendors, and provide IT Infrastructure logistics services for ITSGC and all relevant departments in ITS. ITSNI is the single point of contact for coordination of all country office IT infrastructure projects and initiatives providing support to other ITS service units.

ITSNI is seeking an IT Analyst, Business Management in the Telecommunications Links Contracts and Vendor Management Team. The analyst will provide vendor performance monitoring, service delivery reporting and business support to the Contracts and Vendor Management Senior Officer. The position will work closely with the regional leads, Network Operations center, corporate procurement, and the engineering teams to provide vendor SLA monitoring and business management functions. Other responsibilities include contract and sourcing support as well as billing and ensuring smooth operation. The position requires skills in the field of SLA and service delivery, business management, telecommunication services sourcing and contracting.

The incumbent will report to the Senior Telecom Officer, ITSNI Contracts and Vendor Management.

Roles & Responsibility:

The IT Analyst, Business Management provides day-to-day vendor performance and service delivery monitoring, as well as operations and business support to the telecommunications service delivery teams. Works on complex reporting and analysis as well as measuring SLAs, KPIs and other metrics. We are looking for a self-starter whose daily responsibilities include, but may not be limited to the following:

•Provide service delivery management and monitoring for telecommunications services.

•Monitors vendor performance and ensures timely delivery and quality of service.

•Provides business support: monitors and measures SLAs and KPIs.

•Manages the relationship with the vendors. Is the main point of contact with the vendors.

•Chair and manage all service review meetings.

•Responsible for producing all service delivery/operational reports.

•Support Senior Officer during major sourcing projects such as RFI (Request for Information), RFP (Request for Proposal), and RFQ (Request for Quote) in SLA formulation.

•Builds strong relationship with Infrastructure delivery regional leads, PMs, Network Operations (NOC), resource management team, IFC budget team, procurement officers and vendors

•Escalation of operational issues with vendors and Senior Officer as appropriate.

•Provide Vendor management support to the team in areas such as but not limited to:

oManage ongoing projects.

oPMO and procurement tasks.

oCoordinate vendor meetings and other duties as needed.

•Follow quality standards and standard operating procedures. Document these procedures.

Selection Criteria

Bachelor’s or Master's degree with a minimum of 2 years relevant experience in a large scale enterprise or equivalent combination of education and experience. Sample degrees include Business Management, Computer Science, Data Science, Contract Management, Information Systems or Telecommunications.

The qualified candidate will have:

•Relevant experience in performance measurement and service delivery management.

•Contract and vendor management in the global telecommunications field

•Experience in planning, executing, and monitoring projects in a multi-cultural environment.

•Experience in SLA management, measurement and reporting.

•Knowledge about Telecommunications networks, terminology and links, IT Infrastructure components. Hands-on knowledge of telecom services including VSAT, MPLS, ISPs, etc.

•Experience and understanding of IT/Telecommunications contracts and vendor management including drafting requirements and statement of work and service monitoring.

•Understanding of procurement process such as RFIs and RFPs with associated documentation

•Strong ability to assess requirements, initiate and complete task or project with little or no guidance

•Excellent oral and written communications skills in English

•Experience with prioritizing conflicting demands in high-pressure and time-critical situations.

•Flexible attitude is a key attribute.

•Knowledge of the World Bank Group is a plus.

•Highly skilled in preparing presentations, reports and Microsoft Office Suite.

•Ability to investigate issues and seek technical assistance when necessary.

•Can work independently and with a team.

•IT/Telecom project management skills desirable

Essential Job Competencies

•Ability to analyze information and produce relevant reports

•Ability to build and sustain collaborative relationships with team leads and project managers

•Strong analytical, organization, and communication skills

•Excellent interpersonal skills

•Ability to work cooperatively and collaboratively in a multicultural team environment and build effective working relations with clients, colleagues, and vendors

•Ability to organize and prioritize workload

•Ability to work under pressure in a busy environment

•Demonstrated ability to work calmly and effectively under pressure.

•Client Orientation - Proactively addresses client needs. Takes personal responsibility and accountability for timely response to client queries, requests or needs. Anticipates client needs and responds based on clear understanding of needs and concerns. Seeks to understand the World Bank strategies at a global level and within the context of diverse internal and external stakeholders. Asks probing questions to understand the client's underlying needs; offers solutions to meet those needs. Works to remove obstacles that may impede execution or overall success. Demonstrates a disposition and willingness to value and adjust to other cultures.

•Drive for Results - Accepts accountability for work tasks. Takes personal ownership and accountability to meet deadlines and achieve agreed-upon results and has the personal organization to do so. Follows up for completion, coordinates with others, and ensures that others with whom he or she is working deliver on time and to quality standards. Aligns own goals and results with WBG results agenda and links targets and goals to development impact and sustainability. Allocates and prioritizes resources to get the job done in the context of the defined goals for highest priority/impact assignments. Identifies and acknowledges risks and actively employs strategies and solutions, working collectively with others to mitigate them. Treats barriers and problems as opportunities and is straightforward in tackling issues that impact the business.

•Teamwork (Collaboration) and Inclusion - Values working in collaboration and respecting views of others. Collaborates with other team members and contributes productively to the team's work and output. Fully involves others in the work of the team. Shows respect for different points of view and incorporates into own work program. Contributes as required to the work of others in the department. Understands differences in culture and values and the importance of including others' views in achieving the strategic goals of the World Bank and its partners. Solicits feedback from others and negotiates and resolves differences in a constructive manner. Works collaboratively and effectively within the Bank's culture as well as within own and others' cultures.

•Knowledge, Learning and Communication - Shares, seeks out and uses global good practices and operationally relevant knowledge to improve development impact. Uses available resources from within and outside the WBG to build knowledge and acquire new skills. Shares knowledge across the World Bank Group and seeks input and feedback from others. Communicates and presents information and ideas in an organized and clear way and responds to requests to share knowledge with others in a timely and respectful manner. Seeks knowledge related to WBG and subject areas assigned and applies knowledge to own work. Identifies own competencies, biases, and learning gaps and seeks to reduce any gaps. Documents lessons learned from own work and shares within own department and other Bank Group staff as appropriate. Listens and participates; contributes actively in the workplace and delivers information effectively, verbally and in writing. Listens to others and expresses ideas and concerns openly and constructively. Resolves conflict in a respectful, non-personalized and tactful manner in a multicultural context.

•Business Judgment and Analytical Decision Making - Analyzes available information and makes evidence based ethical decisions. Analyzes facts and data to support sound, logical decisions regarding own and others' work. Makes good cost/benefit decisions to meet work program objectives. Anticipates problems and potential barriers to achieving results or meeting time demands. Identifies, assesses and ensures that all pertinent stakeholder data is considered in the analysis, giving proper weight to making decisions.

•Risk Management - Identifies potential risks and develops preventive plans for procedural activities. Alerts others to potential risks in their areas of responsibility. Develops processes for monitoring for pre-identified risks

•Information Seeking - Asks questions and solicits procedural information that explains how day-to-day tasks are conducted. Seeks information on both formal and informal processes. Uses appropriate tools, techniques and sources to gather, update and monitor information. Checks for accuracy of interpretation. Seeks out the appropriate people for guidance when needed depending on the type of issue.

•Service Provider Assessment and Evaluation - Gathers and records data on specified vendors' services and products against defined requirements. Assesses and compares service providers and their products in meeting these requirements. Documents findings in a report that articulates the challenges and opportunities of each option.

•Vendor and Alliance Management: Follows procedures for working with vendor and/or alliance partners and resolves day-to-day problems within defined guidelines. Maintains ongoing dialogue with partners. Suggests improvements in workflows and handoffs between vendor and/or alliance partners and own organization. Escalates non-routine questions and problems.

•Foundation Architecture Knowledge: Shows understanding of the concept and usefulness of foundation architecture in the development and deployment of software and hardware. Supports the need to adhere to standards. Finds out whom to go to for information and guidance. Integrates tasks with the foundation architecture. Uses relevant tools and techniques in own work area.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the World Bank and IFC, including our values and inspiring stories.