afotakel Posted November 21, 2016 Report Share Posted November 21, 2016 https://wipo.taleo.net/careersection/wp_2/jobdetail.ftl?lang=en&job=16332%20(TA) Service Level Manager - 16332 (TA) Production and upport Unit, Operation and Support Section, PCT Information Systems Division, PCT Operations Department, Patents and Technology Sector Grade - P4 Contract Duration - twelve months Duty Station : CH-Geneva Publication Date : 18-Nov-2016 Application Deadline : 10-Jan-2017, 11:59:00 PM 1. Organizational Context Organizational Setting The position is located in the Production and Support Unit, Operations and Support Section of the PCT Information Systems (PCTIS) Division. The Section implements the service management framework for the portfolio of business applications supporting the PCT, a highly successful patent filing treaty. The Section coordinates with the application development teams, infrastructure teams and end users. It delivers service desk, information architecture, release and deployment coordination and systems operation services to the PCT. Purpose Statement The main role of the incumbent is to identify, review and maintain a catalogue of services, based on business needs and requirements, between PCT and internal or external departments. He or she will liaise with different services, ensure that operational methods, procedures and tools are properly established, reviewed and maintained. He or she will review the service agreements with relevant parties, ensure targets are met and suggest improvements to meet forecast changes. Reporting Lines The incumbent works under the supervision of the Head of the Production and Support Unit, Operations and Support Section. Work Relations He or she works under the supervision of the Head of the Production and Support Unit and liaises with concerned IT staff and users within and outside the Service on project related matters. 2. Duties and Responsibilities The incumbent will perform the following principal duties: (a) Identify existing procedures, operational methods, capabilities and tools and maintain a catalogue of available services. ( Liaise with various working units, process owners, business areas and review Service level Requirements, existing Service Level Agreements. Identify area of improvements (procedures, communication tools...) and prepare proposals. © Support organizational transformation activities with the establishment of repeatable consistent operational processes in a multi-vendor outsourcing environment. Engages with project managers or Project Management Office, to ensure service level and procedures are aligned with future transformations. (d) Support development, deployment and support of IT business solutions activities by reviewing and maintaining operational procedures. (e) Evaluate existing and identify missing capabilities and prepare proposals to comply with future needs and transformations. (f) Ensure that service delivery meets service levels agreed with business stakeholders. (g) Perform analysis, documentation and development of change requests on procedures. (h) Perform other related duties as required. 3. Requirements Education Essential First-level university degree in information technology, computer science or a related field. ITIL V3 Certification. Desirable Certification in Project Management, e.g. PRINCE2 or Argile. Experience Essential At least ten years of relevant professional experience, including in the domain of Service Strategy, Service Level and Delivery Management, participating in specific education about how to apply ITIL best practices in large scale IT projects with direct business impact. Experience in establishing consistent operational processes in a multi-vendor out sourced and in sourced environment Demonstrated ability to define, implement and maintain complex Service Level Agreements, Operating Level Agreement, and Service Delivery Agreements. Desirable Experience in Change Management. Experience in international IP registration systems. Language Essential Excellent knowledge of English. Desirable Knowledge of other PCT publication languages. Knowledge Essential Knowledge of Service Level Management. Knowledge of transition and change management. Skills and Competencies Essential (a) Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural, multi-ethnic environment with sensitivity and respect for diversity. ( Ability to understand the organization’s IT infrastructure, services provided and customers/users. © Ability to understand the organization’s business and how IT contributes to it. (d) Ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues. (e) Ability to advise on available standards, methods, tools and applications and make appropriate choices from alternatives. (f) Technical understanding with ability to translate into business concepts 4. Organizational Competencies 1. Communicating effectively. 2. Respecting individual and cultural differences. 3. Showing team spirit. 4. Managing yourself. 5. Producing results. 6. Embracing change. 7. Respecting ethics and values. Annual salary: 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 November 2016rate of 84.7%. P4 With Dependants No Dependants Annual salary $74'130 $69’032 Post adjustment $62'788 $58’470 Total Salary $136’918 $127’502 Currency USD Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations (not applicable for the External Offices). Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances. Additional Information Temporary appointments are renewable, subject to continuing needs, availability of budget and satisfactory performance with a maximum cumulative length of two years. Applications from qualified women candidates are encouraged. 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. Quote Link to comment Share on other sites More sharing options...
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