Client Services Delivery 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
The post oversees the Desktop Management Section, IT Technical Division, Information and Communication Technology (ICT) Department, Administration and Management Sector. The Section includes the ICT Service Desk.
The Desktop Management Section is responsible for providing a high quality, efficient and cost-effective service for the entire WIPO end-user ICT environment (desktop services), including physical and virtual desktops, laptops and mobile devices, desktop and network printing, and end-user software applications, such as Office 365 cloud services.
The incumbent is responsible for delivery of a significant range of Employee Experience services including managing, planning and supervising the work of the Desktop Management Section, maintaining high performing service support functions and service delivery for approximately 1,500 end-users.
The incumbent works under the supervision of the Director of the IT Technical Division.
2. Duties and Responsibilities
The incumbent will perform the following principal duties\:
a. Lead and plan the work of the Section, determine priorities, allocate resources for the completion and timely and quality delivery of services and work products in accordance with work plans and in line with the Organization's business needs and objectives;
b. Manage staff including consultants and other external resources (off-shore and near-shore) and supervise their work; provide regular feedback on performance; conduct performance evaluation meetings and ensure timely finalization of performance evaluation exercises; cultivate good cooperation and teamwork amongst colleagues within and outside the Section;
c. Ensure optimal service orientation and effective functioning of the Section, based on international best practices such as ITIL and COBIT, taking ownership of the incident, problem, service request and event management processes within the Section's area of responsibility with proper tracking and timely follow-up of open tickets and high levels of performance in these processes, accurate reporting and establishing service improvement activities when required;
d. Take responsibility for the implementation and periodic revision of processes, procedures and controls for the allocation and life-cycle management of hardware, software and other resources falling under the Section's responsibility, such as PCs, laptops, Virtual PCs, printers, Network and E-mail Accounts, Desktop software and licenses, etc.; initiate periodic review of desktop services related hardware and software standards and propose revisions to the platform strategies as appropriate;
e. Lead the effective use of key technical platforms supporting the WIPO desktop services and user account management (e.g. Directory Services, Identity Management Systems, System Center Configuration Manager (SCCM), Configuration Management DataBase (CMDB), advocate the consistent use of such technologies by the application developers, and ensure that these technical platforms are secure and adequately maintained, developed and documented;
f. Collaborate with the Security and Information Assurance Division for the development and implementation of operational processes and control mechanisms that support information security policies and standards for the desktop services; take responsibility for the operational management of end-user access control mechanisms; propose pragmatic and innovative solutions to enhance operational security;
g. Initiate periodic reviews of the ICT Service Continuity capabilities of all critical services under the Section's responsibility and implement improvements where necessary in accordance with the Organization's defined business continuity requirements;
h. Take ownership of the financial and performance management of major supplier contracts, in particular the desktop management services delivered by third parties and the outsourced Service Desk Services, with particular attention to the suitable alignment of internal and external procedures and processes;
i. Provide expert input to IT Technical Division's biennial program and budget in anticipation of the technological and business changes affecting the work environment and practices, including recommendations for cost efficiency measures, develop the annual work plans and manage their implementation;
j. Manage IT projects assigned to the Section and perform other duties as required.
Advanced university degree in Computer Science, Information Technology, Engineering or related discipline. A first-level university degree, preferably in one of the above-mentioned subject, plus two years of relevant professional experience in addition to the experience requested below may be acceptable in lieu of an advanced university degree.
At least seven years' relevant professional experience in operating procedures related to large scale, enterprise-level ICT operations.
Experience in delivering centralized desktop and user account management services in an enterprise environment.
Experience in the management of end-user access control mechanisms.
Experience with ICT Service Delivery and Service Support processes within the ITIL framework.
Experience in vendor management and overseeing Cloud based office automation environments such as Office 365.
Experience in project management, using a recognized project management methodology, such as PMP, PRINCE 2 etc.
Experience in the practical deployment of Identity Management systems.
Experience in Microsoft Azure technical and contract management is highly desirable.
Experience in advocacy of Green IT activities.
Excellent knowledge of written and spoken English.
Knowledge of other official UN languages, particularly French.
Job Related Competencies (Essential)
Extensive knowledge of network connectivity, protocols, network security devices, network types and common operating systems (MS Windows).
Excellent knowledge of ITIL disciplines.
Excellent technical knowledge of desktop service operations and integration. Proven ability to design and troubleshoot complex systems.
Excellent analytical skills; ability to understand and document ICT platforms, as well as related operating and risk management procedures.
Excellent client service skills.
Demonstrated attention to quality.
Ability to work under pressure and prioritize tasks in order to manage multiple commitments and meet deadlines.
Excellent interpersonal skills and ability to maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity.
Excellent communication skills, with the ability to clearly explain complex issues, and communicate with technical actors, and business area representatives.
4. Organizational Competencies
Showing team spirit.
Showing service orientation.
Seeing the big picture.
Seeking change and innovation.
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. Please note that this estimate is for information only. The post adjustment multiplier (cost of living allowance) is variable and subject to change (increase or decrease) without notice. The figures quoted below are based on the October 2020 rate of 86.9%
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 one year, 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.