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 Caribbean 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 Caribbean offices, ensuring seamless operations and high-quality service to our clients.
What you’ll do
- Ensure proactive engagement and maintain communication channels with clients in the Caribbean offices to facilitate efficient management of IT service demands. Liaise with the administrative management team to facilitate the provision of IT services for operational activities.
- Collaborate with other IT teams, including IT products and enablers, the IT technology lab in the region, and other IT Technical leads for attention on cases related to their focus area.
- Promote the provision of IT services with quality and in line with the expected service levels as per the contract with service providers. Advice on improvement opportunities.
- Foster the adoption of proposed technological changes and ensure clear communication with all involved parties and impacted areas. Conduct training sessions on new products and technologies for clients, ensuring they are well-informed and equipped to utilize these advancements effectively.
- Enhance the generation, dissemination, and preservation of institutional IT knowledge while promoting the professional growth of team members.
- Propose technical solutions that significantly increase performance, simplify resource usage, and achieve cost savings and greater efficiency.
- Continuously monitor, analyze, and improve service metrics in coordination with the service management team, including continuous improvement plans and root cause analysis to correct and prevent undesirable situations.
- Proactively identify escalation requests and incidents, initiating appropriate actions, including request management and raising a problem record. Liaise with product teams and other departmental areas to ensure prompt resolution of cases.
- Promote collaborative relationships between local stakeholders and suppliers throughout daily operations, consistently keeping stakeholders informed about IT activities.
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 is desirable
- ISO 9001 and/or ISO 20000 is desirable
- Experience and certification in Agile Practices
- Experience: A minimum of three years of relevant experience is required, with at least four or more years working in a similar position preferred. Experience with delivery and management of IT services, ITIL, or Customer Service Delivery is desirable.
- Languages: Native level proficiency in English is required. Proficiency in Spanish is a plus.
Requirements
• Citizenship: You are either a citizen of Jamaica or a citizen of one of our 48-member countries with residency or legal permit to work in Jamaica.
• Consanguinity: You have no family members (up to the 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 supports employees in planning for their future.
- On-site position with the occasional flexibility of teleworking.
- Health and wellbeing: Access to our Health Services Center which 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 accommodations@iadb.org.