We improve lives
The IDB Group is a community of diverse, versatile, and passionate people who come together on a journey to improve lives in Latin America and the Caribbean. Our people find purpose and do what they love in an inclusive, collaborative, agile, and rewarding environment.
About this position
We are seeking a candidate with proven expertise in delivering information technology services, driving impactful results, and providing exceptional customer support. As a Senior IT Associate within the Service Management team, you will serve as the primary point of contact for IT services in the Andean region. This role requires deep specialization in IT operations, including service delivery, infrastructure support, and technical problem-solving.
You will make significant contributions to the management and continuous improvement of IT services across country offices, ensuring seamless operations and high-quality service to our clients.
What you’ll do
1. Stakeholder Engagement and Communication
• Build and maintain proactive communication with clients in the Andean offices, administrative management teams, local stakeholders, and suppliers to ensure efficient coordination of IT service demands, operational support, and timely dissemination of IT-related information.
2. Technical Coordination and Cross-Team Collaboration
• Collaborate with IT product teams, enablers, regional technology labs, IT Technical Leads, and other divisions and departments for attention on cases related to their focus area.
• Anticipate escalating cases by proactively initiating collaborative diagnosis and problem record documentation. Liaise with product teams and other areas as needed to ensure proper case resolution.
3. IT Service Delivery and Operational Support
• Contribute to ensuring a seamless IT local support experience across the Andean and other Country offices.
• Promote high-quality IT service delivery in alignment with expected service levels and contractual commitments with service providers.
4. Technology Adoption and Knowledge Management
• Exercise self-development through continuous learning and demonstrate subject matter expertise on emerging technologies, such as Gen AI and Agentic AI.
• Support the adoption of technological changes by ensuring clear communication with impacted stakeholders, conducting training sessions, and helping clients understand and effectively use new products and technologies.
• Strengthen institutional IT knowledge by promoting its generation, dissemination, and preservation, while encouraging the professional development and growth of team members.
5. Continuous Improvement and Technical Optimization and Efficiency
• Identify opportunities to improve service quality and operational effectiveness.
• Support continuous improvement initiatives, root cause analysis, escalation handling, request management, and problem record creation to correct and prevent recurring issues.
• Propose technical solutions that improve performance, simplify resource usage, reduce costs, and increase overall efficiency in IT service delivery and operations.
• Actively participate in the ISO 9001 recertification cycles and contribute to the maintenance of the quality management system.
What you'll need
Education: Master's degree (preferred) or bachelor's degree (or equivalent advanced degree) in Information Technology, Computer Science, Technology Management, or other areas relevant to the responsibilities of the role.
Certifications: ITIL version 4, ISO 9001 or ISO 20000 and Agile Practices are desirable.
Experience: A minimum of three years with a Master's Degree and minimum of 6 years with the Bachelor's Degree. Eight years of relevant experience is desirable, with at least four years working in a similar position such as Delivery and management of IT services, ITIL, or Customer Service Delivery.
Additional education/experience: 1) Proficiency in AI and generative AI technologies, along with their potential applications; and 2) Extensive understanding of ethical considerations and responsible use of AI.
Languages: Proficiency in Spanish and English, spoken and written, is required. Additional knowledge of Portuguese or French is a plus.
Requirements
Citizenship: You are a citizen of one of our . Must be eligible to work in job location(s) without the need for sponsorship.
Consanguinity: You have no family members (up to fourth degree of consanguinity and second degree of affinity, including spouse) working at the IDB, IDB Invest, or IDB Lab.
Type of contract and duration
• Staff: National staff contract, 36 months initially, renewable upon mutual agreement.
What we offer
The IDB Group provides benefits that respond to the different needs and moments of an employee’s life. These benefits include:
-A competitive compensation package.
-Leaves and vacations: 24 days of paid time off + 8 personal days + sick leave + gender-neutral parental leave.
-Health Insurance: IDB Group provides employees and eligible dependents with a robust medical benefits program that covers medical, dental, vision, preventive care, and prescription drugs.
-Pension plan: defined benefit pension plan that provides financial security and support employees in planning for their future.
-On-site position with the occasional flexibility of teleworking.
-Health and well-being: Access to our Health Services Center that provides preventive care and health education for employees.
-Development support: We offer tools to boost your professional profile, such as mentoring, 1:1 professional counseling, training and learning opportunities, language classes, mobility options, among others.
Our culture
At the IDB, we work so everyone brings their best and authentic selves to work while finding their purpose. Our people consistently strive for excellence, and we recognize and celebrate the impact of their contributions.
In our efforts to drive innovation, we intentionally include all voices, cultivate a sense of belonging and champion fairness. We welcome individuals from underrepresented groups to join us and share their unique perspectives.
We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job interview process. If you require an accommodation to complete this application, please email us at.