Director, Digital Workplace

at  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://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), in the move to becoming a better Bank.
Business Unit Overview
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.
The Director, Digital Workplace is a critical role responsible for delivering digital workplace technology and solutions that enable seamless collaboration, increased productivity, and a digitally empowered workforce to scale WBG capabilities needed to achieve the organizations’ mission of creating a world free of poverty on a livable planet.
In this role, the leader will lead, manage, and coach a global and diverse team of cross-functional resources to deliver workplace technology solutions, provide omni-channel user support and learning, while fostering a culture of innovation, sustainability, and agility. The Director, Digital Workplace will collaborate with other members of the ITS Management and Leadership teams to continually evolve the ITS organization and maximize the value of technology investments at the WBG.
This role stands at the center of business and technology and requires an experienced leader to fully leverage the force multiplier effect of technology on driving digital transformation and business value. This leader will be a strategic visionary, collaborative leader, and change agent.
Duties & Responsibilities
The primary role and responsibility of the WBG Director, Digital Workplace will be to:

Strategy & Business Engagement

• Define and implement a refreshed “colleague services organization” with the right resources and skills across locations to deliver the right omni-channel user support experience.
• Collaborate with business and corporate partners to develop and execute a multi-year strategy and roadmap for digital workplace solutions that drives measurable value for the business in alignment with the broader ITS strategy and WBG objectives.
• Be a trusted advisor for business partners and other stakeholders, driving strategic discussions and influencing decisions on workplace technology selection, design, and use.
• Continually assess and respond to the needs of WBG colleagues for technology solutions that enable high levels of collaboration, information sharing, productivity, unified communications, and digital interactions across our global organization and with the countries and clients the WBG serves.
• Maintain deep understanding and knowledge of relevant business and technology trends, leading practices, and the WBG business to identify opportunities to deliver technology-driven business value.
• Manage relationships with owners of surrounding / interfacing solutions to ensure continued integration and minimize change impacts.
• Represent ITS on different institutional bodies and governing forums.

Workplace Solutions

• Define and deliver an exceptional digital workplace experience that empowers colleagues to work efficiently and collaboratively from any location.
• Maintain end-to-end accountability and ownership for Digital Workplace technology solutions while effectively managing and mitigating risks and ensuring compliance with policies, standards, procedures, and security requirements.
• Define enterprise standards and guidelines for workplace solutions and personal technology devices.
• Architect, build/configure, manage, and operate enterprise-wide workplace solutions such as unified communications (e.g., VoIP, audio, video, messaging), print/fax/imaging, personal productivity tools, and collaboration and workplace enablement platforms and tools such as Office365, Teams, SharePoint, and project management solutions in alignment with agreed metrics and service levels.
• Architect, build/configure, provision, and manage user devices and operating system images (workstations, laptops, mobile) including device lifecycle planning and refresh strategy.
• Accelerate business digital transformation and scalability of WBG capabilities by embedding artificial intelligence (AI), machine learning (ML), and other intelligent technologies into workplace solutions.

Technology Support and Adoption

• Rationalize and consolidate all Technology Support and Adoption activities and service desks to a common instance of ServiceNow. Decrease ticket ratio and promote self-service iGuides with instructional step-by-step navigation tips and support prompts.
• Maintain end-to-end accountability and ownership for colleague technology support and adoption services while effectively managing and mitigating risks and ensuring compliance with policies, standards, procedures, and security requirements.
• Provide omni-channel support for employees and clients for all issues, questions, and requests related to ITS-supported technology solutions, including provision of local onsite support at specified WBG locations globally.
• Troubleshoot and resolve issues, coordinate incident and problem resolution, manage support escalations.
• Advance the WBG’s digital transformation goals by providing continuous learning and education that increase colleague digital dexterity and enables them to fully leverage the features of digital workplace technology solutions. Identify priority gaps in employee digital skills and competencies and implement learning programs to address.
• Monitor, measure, report, and review performance against agreed metrics and service levels; take corrective action as needed.

• Evaluating current capabilities, strategies, roadmaps and staff, providing an informed current state assessment and future state proposal within 120 days.
• Developing framework to aggressively apply automation and/or AI to colleague support activities. Establishing baseline and setting KPI for automation.
• Completing lean process redesign for at least two critical support or vendor management processes. Quantifying improvements.
• Creating clear feedback loops with users. Publishing adoption and satisfaction metrics. Implementing Client Ease Score, setting baseline and annual improving KPI targets.
• Deploying digital copilots for support staff with high adoption rates. Quantify adoption and time efficiencies.
• Improve psychological safety in the unit.
• Successfully evolve from “white glove” service providers to digital workplace and productivity advisers, resetting user expectations and increasing value delivery.