Job: Senior Business Management Officer

Location: Washington, DC
Deadline: Saturday, 07 September 2013 

Description

Background / General description:

World Bank Group Context

Innovation and partnership bond the five institutions of the World Bank Group (WBG): the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA), which together form the World Bank; the International Finance Corporation (IFC); the Multilateral Investment Guarantee Agency (MIGA); and the International Centre for Settlement of Investment Disputes (ICSID). The World Bank Group is one of the world's largest sources of funding and knowledge for developing countries. It uses financial resources and extensive experience to help our client countries to reduce poverty, increase economic growth, and improve quality of life. To ensure that countries can access the best global expertise and help generate cutting-edge knowledge, the World Bank Group is constantly seeking to improve the way it works. Key priorities include delivering measurable results, promoting openness and transparency in development, and improving access to development information and data.

Vice Presidency Context

Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty by 2030 and boosting shared prosperity in a sustainable manner by delivering transformative information and technologies to its staff working in over 130 client countries.

ITS services range from: establishing the infrastructure to reach and connect staff and development stakeholders; providing the devices and agile technology and information applications to facilitate the science of delivery through decentralized services; creating and maintaining tools to integrate information across the World Bank Group, the clients we serve and the countries where we operate; and delivering the computing power staff need to analyze development challenges and identify solutions.

The ITS business model combines dedicated business solutions centers that provide services tailored to specific World Bank Group business needs and shared services that provide infrastructure, applications and platforms for the entire Group. ITS is one of three VPUs that have been brought together as the World Bank Group Integrated Services (WBGIS), to provide enhanced corporate core services and enable the institution to operate as one strategic and coordinated entity.

Unit Context

ITSBC is one of the units within the Shared Services and has oversight of the ITS IT Service Management program with a departmental scope. The mandate of the program is to re-implement or expand the existing program to expand the scope across the organization and to converge duplicated Service Management processes that existed in the two IT organizations before merging into ITS. The program ensures continuous review, reporting and improvement of IT service delivery and support processes. ITSBC also anchors several specific ITSM processes with an ITS departmental scope, including Change Management (introduction of changes into the production environment), Configuration Management, Technical Capacity Management, some components of Service Request Management and IT Service Continuity Management.

In order attest to a level of quality of the IT Service Management program, and to continually improve IT service delivery, the World Bank IT organization has achieved and maintained an ISO20000 and ISO27001 service quality certification. ITS management remains committed to using adherence to these quality standards to drive continued excellence in our service delivery processes and would like to expand the scope of the ISO certification to the new harmonized IT organization. In addition ITS adheres to COBIT controls for IT infrastructure to ensure good practice in financial reporting. Within this context, ITS is in the process of reviewing and converging our ITSM processes.

ITS has the need to hire a full-time Process Manager to converge and manage the technical Change Management processes around planning and deployment of software and IT infrastructure changes moving into production and to ensure integration with linked process areas, including release, problem, incident and configuration management as well as central project management.

Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 year term appointment.

Duties and Accountabilities:

Roles & Responsibility :

This position reports to the IT Service Management Program Manager, ITSBC. The incumbent will lead the planning, implementing, managing and reporting on an ITS Production Change Management process that integrates current multiple processes across the ITS organization. The Incumbent must be able to interact with stakeholders at various levels in the organization, including Director, service manager and technical lead levels to ensure that changes to the WBG IT production environment are managed in a controlled, traceable and reportable manner to maintain service quality and reliability. The Candidate will work with the central PMO and the PMOs in the Business Solution and Shared Services Centers to align the process with project management practices around IT infrastructure management, the Software Development Lifecycle, as well as Service Release Management, and Problem, Incident and Configuration Management processes. (S)he will also ensure that the ITS production change process is compliant with ISO20000, ISO27001, ICFR controls based on COBIT, and internal and external compliance standards required by the organization.

Main Accountabilities:

• Ensure that changes to the WBG IT production environment are managed in a controlled, traceable and reportable manner to maintain service quality and reliability.
• Ensure that the ITS production change process is compliant with ISO20000, ISO27001, ICFR controls based on COBIT, and internal and external compliance standards required by the organization.
• Ensure that process governing the release of new services or products to clients are appropriately linked to the production Change Management process.
• Ensure post implementation reviews for large scale changes or those with implementation incidents are conducted and that process and technology risks are properly identified, tracked through incident and problem management processes and reported through ITS Risk Governance..
• Be the final approval point for major and broad impact changes to the IT production environment. 
  The main duties and responsibilities to support these functions, though subject to change based upon work program are the following:

Duties and Responsibilities:

Process Convergence

• Review existing processes in ITS managing introduction of changes into the ITS production environment in the Share Services and Business Solutions Centers.
• Define an ITS production change management process that establishes common controls across these centers for introduction of infrastructure or software changes into the IT production environment. The process must ensure that:
• changes have a clearly defined and documented scope that identifies the impacted configuration items;
• decision making on the acceptance and approval of requests for change takes into consideration the risks, priorities, potential impacts to services or the customer, the service requirements, business benefits, technical feasibility and financial impact;
• a schedule of change is established that contains details of the approved changes and their proposed deployment dates;
• the schedule of change is communicated to interested parties;
• the schedule of change is used for planning the deployment of releases;
• approved changes to the identified services and configuration items are developed and tested according to the schedule of change;
• changes are deployed according to the schedule of change;
• activities to reverse or remedy an unsuccessful change are planned and tested;
• unsuccessful changes are reversed or remedied and the reasons for the unsuccessful change are documented and investigated;
• the CMDB is updated following the deployment, regardless of the success or failure of that change.
• Establish an ITS Change Management Policy and supporting procedures
• Ensure appropriate process and policy documentation is available and current,
• Develop and Lead the implementation plan, so all participants are trained, have required knowledge of the process and understand their roles,
• Drive decisions with stakeholders from Compliance, Risk, Enterprise Architecture and PMO to negotiate Change classification types and criteria, with a developed protocol of requirements for each type that meet requirements of internal standards and controls and maintain compliance with ISO20000 and 27001 and ICFR standards
• Drive concurrence and integration with other process owners, especially in Release Management, Configuration Management, Problem and Incident Management to ensure integration with other related processes
• Align Change Process with Configuration Management process - to ensure that changes to the infrastructure and business applications are updated in the CMDB and that the CMDB is used to assess impacts and tracking of events on individual CIs.
• Establish a training program for new staff and contractors with access to the production environment.

Process Management and Improvement

• Lead a matrix team to establish and conduct ongoing process maintenance activities, including onboarding training of new ITS staff, change request documentation reviews, CAB meeting coordination, reporting on KPIs and trends, reviews and implementation of process improvements
• Drive concurrence with members of the ITS Management Team to establish responsible process coordinators in each ITS organizational unit to support implementation, ongoing management and compliance in each Shared Service and Business Solution Centers
• Establish and chair an expanded scope Change Advisory Board to review change requests as an approval governance body and to conduct post-implementation reviews after major changes
• Maintain a live and up-to-date ITS wide production change calendar to be used as a planning and impact forecast tool
• Provide requirements for tooling to support the process and ensure that the requirements are met.
• Work with service delivery managers to ensure that staff/contractor training requirements in the Production Change Management process and system are met
• Lead the CAB in conducting post-implementation reviews for major changes or those that required rollback or had service impacts. 
  Compliance and Reporting
• Report operational reports for the process, and ensure these are accurately produced and distributed
• Provide periodic reports that monitor and report Key Performance Indicators (KPIs) on process performance against agreed targets and baselines.
• Conduct reviews with process coordinators, service delivery managers and other stakeholders to review the process and identify opportunities for improving the effectiveness and efficiency of the process
• Report to ITS management periodically on health of the process.
• Work with the Compliance team to ensure that periodic sample audits are conducted to measure process compliance.
• Manage and monitor actions taken to improve the process. Track and report on progress against agreed actions.
• Participate in periodic risk assessments, maturity assessments and audit exercises
• Participate in internal and external audits and compliance attestations and assessments for all IT Change Management related audit scope. 
  ITSM Program Management Coordination --including, but not limited to:
• Back up the ITSM program manager for general program management and governance functions.
• Depending on priorities, this position may manage improvement or fine tune other related ITIL processes, particularly those that support integration of service delivery across three IT infrastructure directorates:
• Support ITS Process Governance activities, that include, but may not be limited to: 
  o Report on process convergence activities and progress across ITS
   
  o Establish and maintain IT Service Management Policy
   
  o Maintain governance process and management review documentation
   
  o Support definition and maintenance of management review process
   
  o Coordination of preparation for for ISO20000/27001 and ICFR audits with process owners and participants across ITS..

Selection Criteria:

Core Competencies for this Position

• Leadership - Sets standards, drives consensus, drives results from a divers team,, including those that are not direct reports
• Risk Management - Assesses the probability associated with varying degrees of risk.
• System Development Life Cycle Knowledge (SDLC) - Coordinates required tasks for one or more phases of the SDLC.
• IT Service Management - Coordinates tasks required for one or more processes in the IT Service Management support or delivery processes.
• Business Function Knowledge - Engages business and technical leaders in the identification of medium-term business solutions consistent with best practices for cross-functional implementation.
• Client Orientation - Maintains client relationships in the face of conflicting demands or directions and provides evidence-based advice and solutions based on sound diagnosis and knowledge.
• Drive for Results - Identifies the needed resources to accomplish results involving multiple stakeholders and finds solutions to obstacles affecting key deliverables.
• Teamwork (Collaboration) and Inclusion - Shows leadership in ensuring the team stays organized and focused, and actively seeks and considers diverse ideas and approaches.
• Knowledge, Learning and Communication - Leads in the sharing of best practice, trends, knowledge and lessons learned across units and with clients and partners, articulating ideas verbally and in writing in a clear and compelling way across audiences of varied levels.
• Strategic Relationship - Partners with business leaders to identify cross-functional opportunities that integrate organization and technological strategies, meet externally benchmarked criteria and integrate the client's specific operational reqirements.
• Initiative - Describes future scenarios and related opportunities.
• Business Judgment and Analytical Decision Making - Gathers inputs, assesses risk, considers impact and articulates benefits of decisions for internal and external stakeholders over the long term.

Selection Criteria:

The incumbent must have a strong knowledge of industry best practices in IT Service Management process methodologies, including Change and Release Management, as well as the related processes of Configuration, Problem and Incident Management. He/she will have experience in system infrastructure management or design, software development lifecycle activities and have a solid understanding of the steps needed for putting a new system or service into production, and maintaining it thereafter. Knowledge of ISO20000 and ISO27001 standard and the ITIL framework is required. Broad knowledge of other industry standards and frameworks, including COBIT, CMMi, PMI is preferred.

• Master's Degree in Computer Science or MBA with IT Management track, with 8 years of related work experience. Bachelor's Degree is a minimum requirement with at least 10 years of relevant experience.
• Minimum of 10 years of IT experience preferred, including IT Infrastructure or Application Operations, Development and Maintenance methodologies, or operational compliance activities.
• PMP and ITIL certification is required.
• Experience in leadership of a diverse matrix team and proven ability to drive decision making and results is required.
• Broad knowledge of WBG's application and infrastructure platforms (SAP, Oracle, Portal, Summit, Data warehousing, Business Objects, AIX, Linux, Windows) will be an advantage
• Previous experience in designing business and technical processes for an IT organization, implementing and managing them is required.
• Experience implementing business and technical processes for an IT organization within the framework of ITIL or IT Service Management using ISO20000 standard requirements in an organization is preferred.
• Exposure and demonstrated understanding of IT infrastructure testing and maintenance processes, IT service management cycle and planning, Application Development lifecycle, release of changes into the technical environment is preferred.
• Proven proficiency and experience with concepts and tools that are part of or enable an effective end-to-end Production Change Management process, as it relates to an IT infrastructure and software release environment. This includes many of the items listed below but should not be restricted to them:
• Linkages between the Change Management process and other IT Service Support processes.
• Configuration Management database (CMDB).
• Reporting (Crystal reports are a must).
• Provisioning, Maintenance, Emergency fixes, etc.
• Pro-Active and Post-Mortem reviews.
• Calendaring, aggregation, interdependencies and impact analysis.
• Software Development Lifecycle
• Hardware and OS platforms, including Server and Desktop environments.
• Data Center operations.
• System Administration on Windows and UNIX platforms.
• Database administration.
• Network administration.
• Generic application platforms (Notes, SAP, PeopleSoft, Summit, etc.) and well as Web and Middleware application paradigms
• Proven conceptual, analytical and evaluation skills.
• Sound project management skills and practices.
• Experience working in global IT organizations supporting decentralized business operations
• Working knowledge of industry best practices for Service Delivery and Maintenance.
• Ability to prioritize, make decisions, reach consensus wherever desirable, and overcome administrative challenges
• Ability to work with diverse international cultural backgrounds
• Demonstrated ability to train and mentor staff
• Excellent communication (verbal and written) skills
• Understanding of WBG business and technology processes is an advantage
• Must exhibit highest ethical standards
• Professional security qualification and certifications in related certifications (ISO20000, ISO27001, COBIT etc.) a plus. 
  Note: if the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, (s)he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 9two) year renewable term appointment.
   
  The World Bank Group is committed to achieving diversity in terms of gender, nationality, culture and educational background. Individuals with disabilities are equally encouraged to apply. All applications will be treated in the strictest confidence.

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