IT Technical HUB - Andean Offices

IT Technical HUB – Andean Country Offices

Job Description:

IT Technical HUB – Andean Country Offices
City:
Lima
Company: IDB
Posting End Date: 7/19/2026 11:59 PM EST

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.

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.

• 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.
• 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.
• 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.
• 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.
• 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.

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…