By continuing to browse this site, you agree to our use of cookies. Read our privacy policy

Unit Head (IT Client Services)(P4)

Vienna | IAEA Headquarters

  • Organization: IAEA - International Atomic Energy Agency
  • Location: Vienna | IAEA Headquarters
  • Grade: Mid level - P-4, International Professional - Internationally recruited position
  • Occupational Groups:
    • Administrative support
    • Information Technology and Computer Science
    • Renewable Energy sector
    • Nuclear Technology
    • Services Design Unit
  • Closing Date: Closed

Organizational Setting

 

The Department of Management (MT) provides a 'platform of services' that serves as a foundation for the successful delivery of the IAEA's scientific and technical programmes. Its mission statement is as follows\: "MT is a partner and a business enabler that champions change and efficiency, leveraging a common purpose". Thus, among other support activities, it assists a scientific manager in recruiting the right expert, helps a technical officer coordinate the purchase of radiation equipment and ensures that all Board documents are translated and distributed on a timely basis to Member States.

The Division of Information Technology (MTIT) provides support to the IAEA in the field of ICT (information and communication technology), including information systems for technical programmes and management. It is responsible for planning, developing and implementing an ICT strategy, for setting and enforcing common ICT standards throughout the Secretariat and for managing central ICT services. The IAEA's ICT infrastructure comprises state of the art hardware and software platforms in a partially decentralized environment. The Division has implemented an IT service management model based on ITIL (IT Infrastructure Library) and Prince2 (Projects in a Controlled Environment) best practices.

The Customer Services Section (CSS) is responsible for setting standards, providing first and second level support of the IAEA's desktop computing environment, delivery of the IAEA's IT training programme and promoting customer oriented services. It designs, manages and implements desktop services, including their architecture, processes and policies to meet current and future business requirements. It aims at achieving the delivery of agreed levels of services to customers in compliance with best practices defined by international standards, in particular ITIL.


Main Purpose

 

Reporting to the Head of the Client Services Section, the Unit Head (IT Client Services) is responsible for producing and reviewing all desktop related designs for new or improved services or products, being responsible for the implementation of secure and resilient services in order to provide innovative ways to deliver IT services to customers. This includes producing and maintaining all design documentation and to verify that the services can be supported without impact on availability of existing IT technology and services. He/she is the owner and manager of the Service Catalogue, ensuring services are configured to be delivered in line with established Service Level Agreements while maintaining a customer focused approach.


Role

 

The Unit Head (IT Client Services) is\: 1) a Manager of IT Client Services team, providing leadership and supervision while mentoring and motivating staff, ensuring effective and efficient design or improvement of desktop related services; 2) a Project Manager, defining, planning and executing service development, improvement, and consolidation projects; 3) a Deputy for Section Head, handling Section/Division-wide programmatic issues and acting as the backup during absences.


Functions / Key Results Expected

 

  • Manage Unit's resources and activities in order to achieve the design/delivery of new and improved desktop services including the technology architecture, functional requirements, resources and capabilities needed to provide and support desktop services, always targeting anticipate, identify and meet clients' needs.
  • Build and manage the team, including recruitment of regular and temporary staff and contractors through External Vendors and conducting performance reviews. Manage the Section during Section Head's absences.
  • Provide advice and guidance associated with the planning, design and improvement of desktop services taking into account the impact on other areas of the business, ensuring that operational requirements are incorporated in the Service Design to aid a smooth transition from project to operational status.
  • Manage all activities related to the Service Catalogue ensuring that all information within the Service Catalogue is accurate and up-to-date, including the development and implementation of service levels, service descriptions, benefits, quality levels and pricing.
  • Ensure all desktop service designs are fully complainant with IT security policies and standards.
  • Work closely with service providers to ensure that services are designed in order to achieve optimisation of security, costs, performance and availability.
  • Promote a positive working environment that maximises individual's job satisfaction, displaying an organised approach to work ensuring that deadlines are met.
  • Prepare and negotiate the Service Level Agreements (SLA) with the Divisions and Sections within MTIT, formalizing the financial terms and conditions of the services, liaising with the involved parties to ensure the services are properly delivered to the Clients.

Competencies and Expertise

Core Competencies

Name Definition
 
Planning and Organizing Sets clearly defined objectives for himself/herself and the team or Section. Identifies and organizes deployment of resources based on assessed needs, taking into account possible changing circumstances. Monitors team’s performance in meeting the assigned deadlines and milestones.
 
Communication Encourages open communication and builds consensus. Uses tact and discretion in dealing with sensitive information, and keeps staff informed of decisions and directives as appropriate.
 
Achieving Results Sets realistic targets for himself/herself and for the team; ensures availability of resources and supports staff members in achieving results. Monitors progress and performance; evaluates achievements and integrates lessons learned.
 
Teamwork Encourages teamwork, builds effective teams and resolves problems by creating a supportive and collaborative team spirit, remaining mindful of the need to collaborate with people outside the immediate area of responsibility.

Functional Competencies

Name Definition
 
Analytical thinking Applies business analytics to establish programme priorities. Makes rational judgements from the available information and analysis.
 
Change Management Anticipates the need for change, dedicates the required resources, and fosters innovation and creativity. Facilitates and leads change management initiatives and monitors their implementation.
 
Judgement/decision making Consults with and seeks advice at the appropriate managerial level when making complex decisions. Facilitates dialogue and development of best practice to support judgement/decision making, in full compliance with the Agency’s regulations and rules.
 
Leading and supervising Serves as a role model when leading and supervising others. Provides his/her team with clear direction, promotes a dynamic working climate and empowers others. Is open to new ideas and demonstrates creativity in search of excellence.
 
Client orientation Examines client plans and develops services and options to support ongoing relationships. Develops solutions that add value to the Agency’s programmes and operations.

Required Expertise

Function Name Expertise Description
     
Information Technology End User Device Administration Experience in planning, designing, implementation and maintenance of IT end user services.
     
Information Technology End User Device Administration Experience in managing End User Device Administration and Design/Testing End User Device standards.
     
Information Technology End User Support Minimum of five years experience of hand on configuration administration and troubleshooting in IT end user enterprise evironment;
     
Information Technology IT Help/Service Desk Experience in managing IT Service Desk as well as IT Services Design/Delivery.
     
Information Technology IT Security Strong knoledge of IT/Information Security. Internationally recognized certificate in IT/Information Security is desirable.
     
Information Technology IT Security Strong knowledge of IT Security and Information Security.
     
Information Technology Project Management Experience in managing large and complex IT projects following Project Management methodology such as PMP or Prince2.

Qualifications, Experience and Language skills

 

  • Advanced university degree in Computer Science, Information Technology Management or a related field.
  • Internationally recognized Certification in ITIL Practitioner is desirable.
  • Internationally recognized Certification in Project Management such as PMP or Prince2 (Practitioner) is desirable.
  • At least 7 years of experience in user support and design/delivery of end user devices solutions in an enterprise environment. Supervisory experience is essential.
  • Excellent oral and written command of English. Knowledge of other official IAEA languages (Arabic, Chinese, French, Russian and Spanish) is an asset.

Remuneration

 

The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at US $70647 (subject to mandatory deductions for pension contributions and health insurance), a variable post adjustment which currently amounts to US $ 29177, dependency benefits, rental subsidy, education grant, relocation and repatriation expenses; 6 weeks' annual vacation, home leave, pension plan and health insurance


-------------------------------------------------------------------------------------------------------------------------------------------------------------
Applications from qualified women and candidates from developing countries are encouraged

Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. The IAEA is committed to applying the highest ethical standards in carrying out its mandate. As part of the United Nations common system, the IAEA subscribes to the following core ethical standards (or values)\: Integrity, Professionalism and Respect for diversity. Staff members may be assigned to any location. The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or with a different contract type, or to make an appointment with a modified job description or for shorter duration than indicated above. Testing may be part of the recruitment process
-------------------------------------------------------------------------------------------------------------------------------------------------------------


This vacancy is now closed.
However, we have found similar vacancies for you: