Head of User Support Services

Vacancy No: RAPS/2/2015/INFOTEC/02 Title: Head of User Support Services Grade: P.5 Contract type: Fixed-term Appointment	Date: 28 May 2015 Application Deadline (midnight Geneva time) 28 June 2015 (21 day(s) until closing deadline) Currently accepting applications   Organization unit:   DDG/MR INFOTEC Duty Station:  Geneva, Switzerland
General introduction The following are eligible to apply: - ILO Internal candidates in accordance with paragraphs 31 and 32 of Annex I of the Staff Regulations. - External candidates. Staff members with at least five years of continuous service with the Office are encouraged to apply and will be given special consideration at the screening and evaluation stage. In accordance with the Staff Regulations and letters of appointment, successful candidates for positions in the Professional category would be expected to take up different assignments (field and Headquarters) during their career, the desirable length of an assignment in any specific position being two to five years, following which the incumbent should be willing to move to another assignment and/or duty station. Within the context of the Office's renewed efforts to promote mobility, staff members seeking mobility are encouraged to apply to vacancies. Mobility will be given special consideration at the screening and evaluation stages. The specific language requirements for this position are detailed hereunder. Candidates whose mother tongue is not one of the ILO working languages (English, French and Spanish) shall possess a fully satisfactory working knowledge of at least one of the working languages in order to apply. If appointed, and if so required as per the position requirements, they may be required to acquire a working knowledge of a second working language during their initial years of service in the Office. The ILO values diversity among its staff. We welcome applicants from qualified women and men, including those with disabilities. If you are unable to complete our online application form due to a disability, please send an email to erecruit@ilo.org. Applications from qualified candidates from non- or under-represented member States, or from those member States which staffing forecasts indicate will become non- or under-represented in the near future, would be particularly welcome. A list of these countries is in Appendix I. Successful completion of the Assessment Centre is required for all external candidates. Conditions of employment are described in Appendix II.
INTRODUCTION The position is located in the Technology Management Services (TMS) Branch within the Information and Technology Management Department (INFOTEC). INFOTEC provides modern, secure, and reliable IT infrastructure, technologies, applications and services to enable the ILO to effectively use technology to perform its mission. TMS conceptualizes, delivers, and supports the technology that our clients need to work effectively. We are focused on reducing risk, enabling mobile and productive staff, and identifying efficient and effective solutions to meet the demands of our clients. We are currently seeking a manager to lead our User Support Services team which consists of the INFOTEC IRIS (ERP) and IT Service Desks, and staff providing support for the end user computing environment at ILO headquarters, as well as second level support for the end users in the Regions. This unit consists of approximately 25 staff, and the position will report to the Chief of the Technology Management Services branch. Given the importance of this position, candidates will be expected to sit written tests prior to interview shortlists being established.
Description of Duties Specific duties 1. Responsible for the development and management of the Technology Management Services User support Services unit and its staff. Ensures the effective delivery of the unit work plan, in line with the relevant outcomes and targets specified in the Office's Information Technology strategy. Identifies resources needed to ensure that there is adequate staffing capacity for the unit to meet evolving requirements over the entire budgeting period. 2. Leads major Office-wide projects related to desktop systems, directory services and mobile device management that are necessary for enabling ILO staff to do their work more effectively. 3. Drafts, publishes and maintains strategic, policy and standards documents related to end users devices, IRIS utilisation, desktops, laptops, mobile devices, file system data, email and ILO user accounts. Ensures the correct implementation of these standards and procedures. 4. Establishes, maintains, publishes and tracks service level agreements pertaining to desktops, end user device services and IRIS functional support. Schedules the work of support staff to meet agreed service levels. Reviews service level breaches to identify any capacity issues and implement required changes. 5. Ensures that appropriate action is taken to anticipate, investigate and resolve problems in desktop related systems and services as well as IRIS functions. Ensures that problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures. 6. Leads the identification, evaluation and implementation of desktop software packages. Assesses risk. Ensures that best practice change, release and quality processes are applied. Liaises with users and IT partners on release scheduling and communication of progress. Conducts post implementation reviews and applies lessons learned. 7. Works with key stakeholders, strategic vendors and counterparts in other organizations in finding innovative and cost effective ways to improve the effectiveness of services being provided. 8. Defines technical Terms of Reference and qualitative and quantitative evaluation criteria for relevant RFPs and similar Procurement processes. Takes the lead on complex Procurement activities. Participates in evaluation panels and prepare evaluation reports for submission to the Contracts Committee. 9. Ensures that the inventory of applications, PCs, mobile phones and other end user devices is maintained complete and current. 10. Manages and tracks all software licenses associated with desktop and mobile device usage. These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties: 1. Coordinate and be directly involved in the operation, maintenance and development of the elements of the Enterprise Network at headquarters and in the field. 2. Define and update the information technology strategy for the organization. Establish office standards for hardware, operating systems, tools, applications and enterprise systems software. 3. Establish work plans, schedules and guidelines for the introduction of new equipment, new standards and new services. 4. Manage the appropriate elements of the unit's budget as requested by higher level Chief. 5. Organise work-related information networks with the departments and units in HQ and field offices to improve interdepartmental contacts. 6. Participate in working groups where office-wide information technology involves and affects the unit's organisation or duties. Represent the organization in inter-organisational bodies where technical policies are to be defined which are important for the organization's IT strategy update. 7. Provide expert advice and guidance on managing change in the work environment resulting from the introduction of new technologies.
Required Qualifications
Education Advanced university degree in Computer Science, Business Administration or Management, Engineering or a related discipline with an Information Technology focus, combined with ten years of relevant experience, of which five years of managing large teams (12+). A first level degree in one of the aforementioned fields with thirteen years of relevant experience and eight years of managing large teams (12+) may be accepted in lieu of the advanced university degree. Project management certification such as Prince 2 Practitioner or PMI PMP certificate is required. ITIL Service Manager (Service Delivery and Service Support) qualifications are required. Recent (within the last three years) Microsoft Certification in Active Directory, Exchange, and System Centre Configuration Manager are a distinct advantage.
Experience With reference to the requirements under the Education section, the management experience required is of Information Technology Service support teams with considerable operational responsibilities. At least five years' experience at the international level. Demonstrated experience working in a service support role. Considerable experience drafting complex RfPs for external provision of infrastructure services, and turnkey project implementations. Technical proficiency in hardware and systems software, as well as recent experience implementing relevant Microsoft packages and working with vendors.
Languages (See also above) Excellent command of English and French.
Competencies  In addition to the ILO core competencies, this position requires: Technical competencies Solid project management skills with ability to multitask and manage multiple small to large projects in a cross-functional environment. Solid understanding of Microsoft technologies. Strong analysis, design and implementation experience with IT infrastructure. Ability to analyse complex user requirements and translate them into specific project deliverables. Ability to present and explain technical information in a way that establishes rapport, persuades others and gains understanding. Strong client focus and ability to manage client expectations and create trusting relations. Demonstrated ability to motivate team members and to apply skills and techniques to solve dynamic problems. Ability to communicate needs to IT staff and clients, as well as ensure that plans are in place and standards are adhered to. Excellent written and verbal communication / presentation skills. Negotiation skills. Demonstrated skills and ability in coordinating activities and formulating guidelines and policies. Excellent supervisory, organizational and management skills. Demonstrated ability to effectively monitor and evaluate work programme and resources. Excellent analytical, diagnostic and problem-solving skills. Ability to identify trends, draw conclusions and to persuade management of the advantages of proposed new policies and procedures. Behavioural competencies Efficiently plans, develops, implements and monitors the work programme to ensure timely and cost-effective delivery of results that best serve the interests of the organization. Effectively utilizes resources. Provides sound and innovative advice on a wide range of systems development related issues and problems. Establishes effective collaboration and partnerships with officials at all levels inside and outside the organization. Operational decision making, and ability to drive change and introduce new working methods. Excellent client service attitude and behaviour. The ability to work in a multicultural environment and demonstrate gender-sensitive behaviour and attitudes.
Additional Information: Evaluation (which may include one or several written tests and a pre-interview competency-based assessment centre) and the interviews will tentatively take place between August and October 2015. Candidates are requested to ensure their availability should they be short listed for further consideration.
APPLICANTS WILL BE CONTACTED DIRECTLY IF SELECTED FOR WRITTEN TEST.
APPLICANTS WILL BE CONTACTED DIRECTLY IF SELECTED FOR AN INTERVIEW.
APPENDIX I
Angola Antigua and Barbuda Armenia Austria Azerbaijan Bahamas Bahrain Barbados Belize Botswana Brazil Brunei Darussalam Cabo Verde, Republic of Cambodia Chad China Congo Cyprus Czech Republic Democratic Republic of Timor-Leste Djibouti Equatorial Guinea Eritrea Gabon Gambia Georgia Grenada Guatemala Guyana Haiti Iceland Indonesia Iraq Japan Kazakhstan Kiribati Kuwait Kyrgyzstan Latvia Liberia Libya Maldives, Republic of the Malta Marshall Islands Montenegro Mozambique Namibia Nicaragua Oman Palau Panama Papua New Guinea Paraguay Poland Qatar Republic of Korea Russian Federation Saint Kitts and Nevis Saint Lucia Saint Vincent and the Grenadines Samoa San Marino Saudi Arabia Seychelles Sierra Leone Singapore Slovakia Solomon Islands Somalia South Sudan, Republic of Suriname Swaziland Syrian Arab Republic Tajikistan Turkey Turkmenistan Tuvalu United Arab Emirates United States of America Uzbekistan Vanuatu Yemen
APPENDIX II CONDITIONS OF EMPLOYMENT
- Any appointment/extension of appointment is subject to ILO Staff Regulations and other relevant internal rules. - The first contract will be issued for a twelve-month period (for Geneva-based positions) and a twenty-four month period (for non Geneva-based positions) - A successful external candidate will be on probation for the first two years of assignment. - Any extension of contract beyond the probation period is subject to satisfactory conduct and performance. Grade: P.5 Salary and post adjustment (with dependants) US$ Salary Minimum 87069 rising to Maximum 106712 Post adjustment for Geneva Minimum 81322 Maximum 99669 Salary and post adjustment (without dependants) US$ Salary Minimum 80887 Maximum Maximum 98167 Post adjustment for Geneva Minimum 75548 Maximum 91687
Please note that the above salary levels are determined according to the criteria established by the International Civil Service Commission. The ILO is international public sector employer and salary and other employment conditions are not negotiable. Other allowances and benefits subject to specific terms of appointment: Children's allowance (except for the first child if the dependent rate of salary is paid in respect of that child); Children's education grant (per child per year); Pension and Health Insurance schemes; 30 working days' annual leave; Assignment Grant; Entitlement to transport expenses of personal effects; Repatriation Grant; Home-leave travel with eligible dependants every two years; Rental subsidy (if applicable). Recruitment is normally made at the initial step in the grade. Salaries and emoluments are exempt from taxation by the Swiss authorities and, on the basis of international agreements or national law relating to presence or residence abroad, are generally exempt from taxation by other governments. In the absence of exemption, in most cases tax paid will be reimbursed in accordance with an ILO document which will be supplied upon request. While the successful candidate will be initially working in Geneva, he/she may be assigned to any duty station designated by the Director-General of the ILO.
Please note that all candidates must complete an on-line application form. To apply, please visit ILO's e-Recruitment website at: erecruit.ilo.org. The system provides instructions for online application procedures.
The ILO does not charge any fee at any stage of the recruitment process whether at the application, interview, processing or training stage. Messages originating from a non ILO e-mail account - @ilo.org - should be disregarded. In addition, the ILO does not require or need to know any information relating to the bank account details of applicants. Depending on the location and availability of candidates, assessors and interview panel members, the ILO may use communication technologies such as Skype, Video or teleconference, e-mail, etc for the assessment and evaluation of candidates at the different stages of the recruitment process, including assessment centres, technical tests or interviews.