Client Services Delivery Manager -FT Desktop Management Section, IT Technical Division, Information and Communication Technology Department, Administration and Management Sector Information Technology Grade - P4 Fixed Term Appointment Duty Station : WIPO Headquarters, 34, chemin des Colombettes, 1211 Geneva 20, Switzerland Publication Date : Application Deadline : 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 Organizational Setting 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.
Purpose Statement 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.
Reporting Lines 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.
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.
j. Manage IT projects assigned to the Section and perform other duties as required. 3. Requirements Education (Essential) 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.
Education (Desirable) ITIL certification. Experience (Essential) 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 (Desirable) 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.
Language (Essential) Excellent knowledge of written and spoken English. Language (Desirable) 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 Communicating effectively. Showing team spirit. Demonstrating integrity. Valuing diversity.
Producing results. Showing service orientation. Seeing the big picture. Seeking change and innovation. Developing yourself and others.
5. Inform ation 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.
The figures quoted below are based on the October 2020 rate of % P4 Annual salary $73,516 Post adjustment $63,885 Total Salary $137,401 Currency USD 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. Additional Information
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 : . 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.