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World Vision is an international Christian relief, development and advocacy organisation working in almost 100 countries world-wide to create lasting change in the lives of children, families and communities to overcome poverty and injustice.
JOB PURPOSE:
The Cloud Database Administrator (Cloud DBA) is responsible for the performance, integrity, and security of cloud-based databases across global systems. This role supports both operational and strategic initiatives, ensuring that database services are scalable, resilient, and optimized to support humanitarian and development programs worldwide.
KEY RESPONSIBILITIES:
- Provide support, guidance, and collaboration to field office IT staff across all regions to ensure consistent service delivery and alignment with global standards.
- Manage and maintain cloud-based databases (e.g., Azure SQL, Amazon RDS, PostgreSQL, MySQL) across production and non-production environments.
- Implement and monitor backup, high availability, and disaster recovery strategies.
- Optimize database performance through indexing, tuning, and automation.
- Ensure database security and compliance with organizational and regulatory requirements.
- Collaborate with developers, architects, and infrastructure teams to support application performance and scalability.
- Implement Infrastructure as Code (IaC) practices for consistent and automated database deployments.
- Conduct proactive monitoring and capacity planning using ITOM tools.
- Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:
- Bachelor’s degree in programming/systems, computer science, information systems, or mathematics, specialized training, certification or equivalent work experience.
- Has a broad level of understanding surrounding information systems and application and/or web standards.
- Preference will be given to candidates with experience in Terraform and Azure DevOps. Familiarity with GitHub Actions, Ansible, or scripting tools such as PowerShell or Python is highly desirable.
- Security-first mindset is essential in all aspects of cloud infrastructure and operations.
- Strong understanding of IT Operations Management (ITOM) and database observability.
- Experience with public cloud platforms (Azure, AWS) and cloud-native database services.
- Problem-solving skills with a value-driven mindset, focusing on service optimization and reliability.
- Customer-centric approach—understanding how database performance impacts end-user experience and business outcomes.
- Strong scripting and automation skills (e.g., PowerShell, Terraform, Python) for DevOps integration.
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JOB PURPOSE:
The Service Desk Manager leads the global IT service desk function, ensuring consistent, responsive, and high-quality support for users across multiple regions and time zones. This role defines service performance standards, manages regional support teams, and fosters a culture of accountability and customer care. By leveraging best practices in ITSM, user experience, and incident management, the manager ensures timely resolution of issues, supports continuous improvement initiatives, and strengthens end-user satisfaction across field and office environments.
KEY RESPONISBILITIES:
- Manage and improve service desk processes, SLAs, and knowledge base quality.
- Coordinate multilingual and regional service desk support models.
- Analyze ticket trends to drive improvement and training initiatives.
- Ensure high user satisfaction through timely and effective communication.
- Collaborate across Global Technology & Digital (GTD) business units with TBM and ITSM leads to ensure service desk alignment with digital workplace adoption.
- Provide support, guidance, and collaboration to field office IT staff across all regions.
- Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- Demonstrated proficiency in written and verbal communication in English.
- Proven experience leading global IT support or service desk teams.
- Customer-first mindset with operational excellence.
- Hands-on with service desk platforms and reporting tools.
- Strong communication, leadership, and people development skills.
- Foundational knowledge of Agile principles and practices, with the ability to contribute effectively in cross-functional Agile teams.
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JOB PURPOSE:
The Senior Manager – ITSM and Operations Support provides strategic leadership for the design, implementation, and continuous improvement of IT service management processes in a cloud-centric environment. This role ensures that service delivery across infrastructure, cloud platforms, and applications is standardized, resilient, and aligned with ITIL best practices established by Operational Excellence. Collaborating across global technology functions and regional support teams, the Senior Manager drives operational excellence, service performance, and customer satisfaction. By embedding a culture of continuous improvement and data-driven decision-making, this role ensures that digital services remain responsive, scalable, and mission-aligned for field and office contexts alike.
KEY RESPONSIBILITIES:
- Lead the implementation and adoption of ITSM processes such as incident, problem, change, and service level management in alignment with frameworks defined by the Operational Excellence team.
- Oversee end-to-end service delivery across infrastructure, cloud platforms, and application teams to ensure consistent performance and user satisfaction.
- Drive operational maturity through the implementation of service level management, change control, incident, and problem management frameworks.
- Collaborate across GTD business units to ensure alignment of service processes with cybersecurity, architecture, cloud, and field IT teams.
- Collaborate with the Operational Excellence team to provide field-level insights and feedback that inform ITSM process evolution and continuous improvement efforts.
- Champion a customer-centric approach to IT services, ensuring support is responsive to the needs of both field and office staff.
- Utilize data and analytics to identify trends, track KPIs, and inform service improvements and resource planning.
- Lead service governance and manage escalations to ensure timely resolution of critical service issues.
- Promote and coach Agile and Lean practices to support adaptive, iterative delivery of service improvements.
- Support global operations and regional service teams to ensure scalable and context-sensitive delivery in diverse environments.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- Demonstrated proficiency in written and verbal communication in English.
- Proven leadership in ITSM and service operations within complex, cloud-enabled IT environments.
- Deep knowledge of ITIL and practical experience implementing service management frameworks at scale.
- Strong analytical and service performance monitoring skills, with ability to interpret data into actionable insights.
- Demonstrated success in cross-functional collaboration, particularly across infrastructure, cloud, application, and cybersecurity teams.
- Experience supporting distributed global teams, with understanding of the challenges in field and humanitarian settings.
- Familiarity with Agile and Lean principles, with a focus on iterative service improvement and operational efficiency.
- Effective communication and stakeholder engagement skills across technical and non-technical audiences.
- Security-first mindset and awareness of compliance requirements in global IT operations.
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Key Responsibilities:
Location to be determined by the home country of the successful candidate, where WVI is registered to operate.
The Director, People & Culture Executive Office provides strategic oversight, support, counsel, advice, overall analysis, and recommended course of action to the Chief People Officer (CPO), in the areas of strategy, reporting, CPO communications, Global People & Culture (P&C) planning, coordination and integration, and special projects oversight. Responsible for planning, managing, and coordinating P&C governance-related activities and deliverables to the World Vision International (WVI) Board and Board Committees. Provides oversight and coordination for the CPO office in the above areas.
Leads the development of P&C policies, policy revisions, and ongoing P&C policy oversight, planning, review, simplification, and coordination. Engages beyond P&C in the development of critical policies that relate to the work of P&C, and provides meaningful access to those policies and related communications.
People & Culture (P&C) strategy development, Partnership P&C engagement, Chief People Officer communications, and P&C reporting – For the CPO, develop and articulate P&C strategy and build alignment across P&C in the Partnership towards implementation of P&C strategic and annual goals and objectives. Advise, develop, and review strategic and integrated CPO communications for the implementation of P&C strategy and P&C’s effective operations across the Partnership.
- Provide subject matter expertise, development, and review of reports/ documents for WVI Board, Executive Committee, and People Committee.
- Advise regarding executive leadership team (ExL) meeting agenda items and other required reporting.
- For the CPO, plan, prepare, and coordinate leadership forums and meetings, including the People & Culture Leadership Forum (PCLF).
- The CPO will be effectively supported in developing P&C Strategy, engagement within P&C across the Partnership, P&C reporting to the Board and executives and externally, including the Accountability report, and CPO communications throughout the Partnership.
- The P&C strategy and priorities will be formulated, communicated, and understood.
- The CPO will have communicated effectively and as needed for the implementation of the P&C strategy and P&C’s rhythm of the business.
- Board and committee planning and preparation is smooth and delivered on time. The WVI Board and executives will have received reports required from P&C.
- P&C Leadership Forums and other leadership meetings will be effectively planned and executed.
People & Culture prioritisation and integration - Provide leadership, decision making, analysis and advice to CPO, GC P&C SLT and across P&C portfolios for the integration of P&C’s work. Advise CPO on P&C business prioritisation and integration of P&C’s work within P&C and with other WV functions. This includes clarifying P&C priorities on an ongoing basis, understanding the breadth and depth of P&C's projects and operations and promoting their alignment, to collaborate in the implementation of P&C projects, to identify and solve complex problems, to establish common understanding, to identify points of impact by new P&C initiatives, to deliver high quality end products and to promote consistent understanding of the work of P&C by key audiences and stakeholders.
- It also includes, on behalf of P&C and/or CPO (as proxy), engaging in cross-functional initiatives, oversight groups/ committees, working groups, and dialogue to resolve complex cross-functional issues. This also involves a review of other (non-P&C) policies as they relate to P&C and Policy Coordination Committee responsibilities.
- Effective implementation of complex P&C projects. Integrated within P&C, and the integration of P&C with other functions.
- P&C will be an effective partner in addressing the most critical P&C issues in the Partnership, and the most critical cross-functional work to bring resolution to matters requiring P&C participation
Chief People Officer Executive issues/projects – Support the CPO with issues emerging from within WV (e.g. requests by WVI Board, CEO, ExL, other executives or key stakeholders) or external to WV
- Coordinate annual performance processes in support of the WVI CEO and the President’s office. Plan, prepare, and coordinate inputs for both end-of-year review and priority planning for the next financial year, working closely with the ExL and WVI CEO and President.
- Evaluate issues to determine what P&C action is needed, priorities, and, according to priority, pivot as necessary to address those issues, determining who and how to resolve those issues. Engage with P&C colleagues to ensure important issues are given the necessary attention.
- P&C will be responsive to issues emerging from within WV and from outside P&C.
- Compile the CEO Critical Success Factors (CSF) annually, both the end-of-year metrics and the planned metrics for the next financial year.
- The WVI CEO and President’s end-of-year performance review process is effectively managed.
- Other projects as assigned by CPO will be completed.
People & Culture Policies - Lead and manage the P&C Policies function, including policy analysis and simplification, recommendations and development of new policies and policy revisions, policy retirement, ongoing policy review, integration and implementation.
- Represent P&C in policy planning and decision-making beyond P&C, including engaging with and influencing Partnership Leaders, Chief Legal Counsel and other executives related to critical policies, such as policies related to Safeguarding and Compliance and advising other departments, including Enterprise Risk Management, Safeguarding, Finance, Audit, Security and Information Security, to ensure sound and aligned policies for the Partnership.
- It includes oversight of policy development, including writing, review and approval processes.
- It also includes oversight of policy integration and communication, ensuring consistent information in policy databases, wvcentral and other P&C websites and platforms, P&C systems, operational materials, Financial Planning and Analysis (e.g., budget instructions), and advice regarding operational change at point of policy impact, ensuring staff and stakeholders are informed of policies and policy changes.
- The policy work also includes collaborating in the development of communications and training materials for efficient and effective policy implementation, Improved understanding of the strategy and priorities of GC P&C. Aligned implementation of projects and communications.
- Increased efficiency and effectiveness of GC P&C processes.
- Effective implementation of complex P&C projects.
- Integrated P&C functions. Reduction in contradictions and gaps in P&C operations, projects, and initiatives, across P&C portfolios.
Required Knowledge, Skills & Experience:
- Graduate degree/master's degree in human resources, business, communications, law, or a similar field.
- 15 -20+ years of experience in human resources, communications, law, or a combination.
- Demonstrated experience in identifying and resolving complex problems, perceiving inconsistencies and gaps across portfolios, and recommending/implementing solutions.
- Ability to work well across multiple streams and multiple regions/geographies
- Ability to engage and influence executives effectively
- Ability to collaborate, build common understanding and shared interests, and influence individuals to strive for commonality and standardisation of business processes across the organisation.
- Exceptional relationship building skills
- Strong written and oral communication skills
- Consulting skills
- Strong business acumen
- Project management skills
- Offer input on issues and challenge the status quo / conventional wisdom
- Ability to promote change throughout the organisation
- Analytical, problem-solving and negotiation skills
- Alignment and integration skills
- Mature Christian Spiritual leadership
- Thorough knowledge of the World Vision Partnership - the strategy, structure and initiatives Depth of global experience with People & Culture portfolios and policies - thorough understanding of all aspects of the work of GC P&C Breadth of understanding the Partnership and the Global Centre function in relation to other GC departments and other parts of World Vision. Good knowledge of governance and employment regulatory compliance
- Strong written and verbal English
- Ability and willingness to travel to meet with the Chief People Officer, PCLF, other GC P&C SLT, and Regional P&C Directors as needed.
Preferred Experience, Knowledge, and/or other Qualifications:
- Broad and deep academic background - strong writing/communications, human resources, business, legal
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Key Responsibilities:
The Digital Platform Engineer is responsible for ensuring the reliability, performance, and availability of key business applications across the organization. This role provides technical support, troubleshooting, and maintenance, while collaborating with platform and infrastructure teams to improve application stability and user satisfaction.
Key Responsibilities:
- Collaborate with the Technology Business Management (TBM) team to support adoption and continuous improvement of the organization's productivity toolset (Digital Workplace), including Microsoft 365, Box and any future digital platforms and infrastructure applications.
- Provide support, guidance, and collaboration to field office IT staff across all regions to ensure consistent service delivery and alignment with global standards.
- Provide Level 2 and Level 3 technical support for business productivity tools such as Microsoft 365, Box, and related services.
- Troubleshoot and resolve application performance issues, access problems, and service disruptions.
- Work closely with product owners, vendors, and infrastructure teams to implement fixes and enhancements.
- Monitor application health using ITOM tools and proactively identify potential issues.
- Document procedures, configurations, and support runbooks for common issues and fixes.
- Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.
Key Skills and Competencies:
- Experience designing, building, and maintaining scalable and reliable digital platforms that support business productivity
- Strong analytical and troubleshooting skills with an application-centric mindset.
- Experience supporting Microsoft 365, Box, OneDrive, Teams, and collaboration platforms.
- Understanding of ITOM and ITIL practices for incident, problem, and change management.
- Security-first mindset when supporting and configuring applications.
- Customer-centric—ensuring user issues are resolved effectively with clear communication and empathy.
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