Job Opportunity at WIPO in Switzerland: Client Services Delivery Manager 2020

DÉTAILS OPPORTUNITÉ

Récompense totale

0 $

Organisation à but non lucratif

World Intellectual Property Organization (WIPO)

Région

Europe de l'Ouest

Pays hôte

Suisse

Date limite

11 nov. 2020

Niveau d'études

Premier cycle

Type d'opportunité

Emploi

Spécialités

Cycle ingénieur , Informatique et sciences technologiques

Financement d'opportunité

Financement complet

Pays éligibles

Algérie , Comores , Egypte , Jordanie , Liban , Mauritanie , Oman , Qatar , Soumalie , Syrie , Émirats arabes unis , bahrain , Djibouti , Iraq , Kuwait , Libya , Maroc , Palestine , Arabie Saoudite , Soudan , Tunisie , Yemen

Région éligible

Toutes les régions

The World Intellectual Property Organization (WIPO) is looking for a Client Services Delivery Manager to join the team and work in Geneva, Switzerland for 2020.

Responsibilities:

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.
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.
Ensure optimal service orientation and effective functioning of the Section, based on international best practices, 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.
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.
Lead the effective use of key technical platforms supporting the WIPO desktop services and user account management, 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.
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.
Initiate periodic reviews of the ICT Service Continuity capabilities of all critical services under the Section's responsibility and implement improvements.
Take ownership of the financial and performance management of major supplier contracts, in particular the desktop management services.
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.
Manage IT projects assigned to the Section and perform other duties as required.

Eligibility criteria:

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.
ITIL certification is desirable.
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 is desirable.
Experience in Microsoft Azure technical and contract management is highly desirable.
Experience in advocacy of Green IT activities is desirable.
Excellent knowledge of written and spoken English.
Knowledge of other official UN languages is desirable, particularly French.
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 representative.

Benefits:

The WIPO offers an annual salary of $137,401.

About World Intellectual Property Organization:

WIPO is the global forum for intellectual property (IP) services, policy, information and cooperation. It is a self-funding agency of the United Nations, with 192 member states. Their mission is to lead the development of a balanced and effective international IP system that enables innovation and creativity for the benefit of all. Their mandate, governing bodies and procedures are set out in the WIPO Convention, which established WIPO in 1967.

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