Asian Development Bank (ADB) is an international development finance institution headquartered in Manila, Philippines and is composed of 68 members, 49 of which are from the Asia and Pacific region. ADB is committed to achieving a prosperous, inclusive, resilient, and sustainable Asia and the Pacific****, while sustaining its efforts to eradicate extreme poverty. ADB combines finance, knowledge, and partnerships to fulfill its expanded vision under its Strategy 2030.

ADB only hires nationals of its 68 members.

The position is assigned in the IT Finance and User Services Division (ITFS) within the Information Technology Department (ITD). ITD enables ADB’s digital agenda and supports the Bank’s global operations. The department delivers digital innovation, IT infrastructure, services and solutions, and provides tools and knowledge platforms.

ITFS manages the key administrative functions that support the day-to-day business of ITD including IT budget and finance; IT investment management and reporting; strategic IT procurement; and vendor, outsourcing, and asset management. It is also responsible for maximizing the value of IT for the end users through effective user support and continuous learning on digital technologies to increase end-user productivity.

To view ADB Organizational Chart, please click here.

Job Purpose

The IT Specialist (User Services) will be at the forefront of leading and scaling ADB’s IT service desk globally, integrating IT support services across ADB headquarters and 40+ field offices in Asia and the Pacific. The incumbent will be responsible for a range of services that enable our growing 6000+ user base to be more mobile and productive anytime, anywhere. The incumbent will be joining at an exciting time as ADB is advancing the maturity and resilience of critical user services – IT service desk, office printing facilities, and provisioning of all end-user computing devices.

The incumbent will utilize his/her leadership skills to develop and evolve a distributed, multi-cultural team. He/She will work closely with IT divisions, IT project managers, business systems owners, and third-party service providers to ensure that the IT Department provides agile, intuitive, user-centric support services. The role requires strong technical, customer service, and IT service management knowledge that will be applied to driving continuous improvement and promoting a modern workplace.

The incumbent will report to Director, ITFS and will supervise National and Administrative Staff.

Responsibilities

Qualifications

Relevant Experience & Requirements

General Considerations

The selected candidate, if new to ADB, is appointed for an initial term of 3 years.

ADB offers competitive remuneration and a comprehensive benefits package. Actual appointment salary will be based on ADB’s standards and computation, taking into account the selected individual’s qualifications and experience.

ADB seeks to ensure that everyone is treated with respect and given equal opportunities to work in an inclusive environment. ADB encourages all qualified candidates to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities. Women are highly encouraged to apply.

Please note that the actual level and salary will be based on qualifications of the selected candidate.

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Potential interview questions

Describe a time when you improved IT service management processes.	This question assesses your ability to drive continuous improvement in IT services.	Provide specific examples of changes you implemented and their impacts.
How do you manage conflicts in a multi-cultural team environment?	This measures your leadership and conflict resolution skills.	Pro members can see the explanation.
What strategies would you implement to ensure high user satisfaction with IT services?	Pro members can see the explanation.	Pro members can see the explanation.
Can you give an example of how you handled a critical IT incident?	Pro members can see the explanation.	Pro members can see the explanation.
What experience do you have in managing IT support teams?	Pro members can see the explanation.	Pro members can see the explanation.