Senior Delivery and Support Manager
IMPORTANT NOTICE REGARDING APPLICATION DEADLINE\: please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.
1. Organizational Context
a. Organizational Setting
The post is located in the IP Office Delivery and Support Section, IP Office Business Solutions Division. The IP Office Business Solutions Division delivers technical solutions and related services to enable IP Offices to provide improved services to their stakeholders. The purpose of the Delivery and Support Section is to work directly with IP offices to improve the quality and efficiency of IP registration functions in the office.
b. Purpose Statement
The purpose of the position is to manage the delivery of the Division's services to IP offices in specified regions and/or sub-regions, including managing the cooperation framework with each IP offices, directing resources to project and support work, and ensuring the effective delivery of projects.
c. Reporting Lines
The incumbent works under the supervision of the Director of the IP Office Business Solutions Division.
d. Work Relations
The incumbent works closely with senior management of IP offices, with other staff of the Division, with other Divisions and Sectors of WIPO, and supervises external contractors and consultants.
2. Duties and Responsibilities
The incumbent will perform the following principal duties\:
a. Design and implement strategies and annual work plans to effectively utilize the services of the Division to improve quality and efficiency of IP registration and related management processes in the target IP offices. Submit strategies, planning and related budget proposals to meet defined outcomes and objectives.
b. Conduct assessments of the IP business services at the target offices; prepare reports and recommendations to IP office and WIPO management; guide IP offices through the process of managing projects and work plans to successfully utilize and implement the services of the Division.
c. Engage with senior management of IP Offices, and where necessary with the responsible Ministries, to establish cooperation agreements, annual work plans, project plans, resourcing strategies and service level agreements to effectively control quality, risk and cost of the services delivered by the Division.
d. Represent the interests of the target IP offices with respect to the development and evolution of the software products and services of the Division; liaise with the Product Development Section to ensure that priorities are correctly identified, user requirements are understood, and software quality is validated.
e. Develop and coordinate the project delivery methodology with necessary procedures and reporting mechanisms for the planning, monitoring, control and direction of projects to realize an efficient and standard framework for project execution.
f. Supervise and coordinate the work of external contractors, consultants and other WIPO staff to deliver timely projects and high quality support services to the target IP offices; take responsibility for the helpdesk support services and procedures and for supervising support staff.
g. Engage external commercial contractors and individual contracts for service, through the WIPO procurement process, and integrate them into the delivery of the services of the division, including appropriate contract management and performance monitoring.
h. Ensure sustainability of the services provided by the Division by designing and implementing training and knowledge transfer activities at the national and regional level and by leading the development of new training materials, courses and certifications.
i. Analyze and make proposals for the improvement of the services of the Division and represent the Division at national, regional and international meetings and events.
j. Perform other related duties as required.
Advanced university degree in computer science, information science or other closely related discipline. A first-level university degree with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.
Project management certification (PRINCE2, PMP or equivalent).
At least ten years of experience in the provision of IT services, including at least five years of working with the deployment of IT systems in the Intellectual Property or related business areas.
Significant experience in project management, particularly in managing multinational projects and project teams of internal staff and external contractors to deliver complex projects.
Experience in provision of services in developing countries.
Excellent written and spoken English.
Good knowledge of at least one other UN official language.
Job Related Competencies
Excellent knowledge of the business and administrative procedures of national/regional IP offices.
Proactive in developing strategies to accomplish objectives and accountability in delivering results.
Sound knowledge of project management and software engineering methodologies.
Ability to communicate on technical issues with a diverse audience.
Excellent analytical and organizational skills.
Sound knowledge of modern information technologies such as relational database management systems, XML and cloud infrastructure deployment.
Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity.
Experience working with IP offices at the national, regional or international level.
4. Organizational Competencies
1. Communicating effectively.
2. Showing team spirit.
3. Demonstrating integrity.
4. Valuing diversity.
5. Producing results.
6. Showing service orientation.
7. Seeing the big picture.
8. Seeking change and innovation.
9. Developing yourself and others.
Mobility\: WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities, office or duty station of the Organization. Accordingly, the selected candidate may be required to move from time to time to new functions and/or to another duty station.
Total annual salary consists of a net annual salary (net of taxes and before medical insurance and pension fund deductions) in US dollars and a post adjustment. The post adjustment (cost of living allowance) is variable and subject to change without notice in accordance with the rates as set within the UN Common System for salaries and allowances. The figures quoted below are based on the January 2019 rate of 70.0%
Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations.
Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.
Initial period of two years, renewable, subject to satisfactory performance. No fixed-term appointment or any extension hereof shall carry with it any expectancy of, nor imply any right to, (further) extensions or conversion to a permanent appointment.
This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5.
Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions.
The Organization reserves the right to make an appointment at a grade lower than that advertised.
By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations.
In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of an identification and of the degree(s)/diploma(s)/certificate(s) required for this position. WIPO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link\: http\://www.whed.net/. Some professional certificates may not appear in the WHED and these will be reviewed individually.
Additional testing/interviewing may be used as a form of screening. Initial appointment is subject to satisfactory professional references.
Additional background checks may be required.