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ICT Technical Service Manager

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ICT Technical Service Manager - 18307-FT
Infrastructure Service Section, IT Technical Division, Information and Communication Technology Department, Administration and Management Sector
Grade - P3
Contract Duration - 2 years *
Duty Station : CH-Geneva
Publication Date : 06-Nov-2018   Application Deadline : 04-Dec-2018, 11:59:00 PM


IMPORTANT NOTICE REGARDING APPLICATION DEADLINE:  please note that the deadline for applications is indicated in local date and time.


1.     Organizational Context


a.    Organizational Setting


The post is located in the Infrastructure Section, IT Technical Division, Information and Communication Technology Department, Administration and Management Sector.

b.    Purpose Statement


The primary responsibility of the Section is to provide efficient and cost-effective ICT infrastructure for the hosting of business systems that fulfill the business and technical requirements of the Organization. The main technical components falling under the Section's responsibility are: network and IP telephony services; enterprise backup and storage services; physical and virtual server platforms; audio and video services; ICT systems that provide diverse conference services. The Section is further responsible for ongoing system consolidation, the use of standardized solutions, operational efficiency with the effective integration of outsourcing services and a progressive move towards integrated ICT architectures with built-in redundancy for achieving service resilience. 

Playing a key role within the team, the incumbent is responsible for the operations and full lifecycle management of assigned ICT services, and in particular the standardized ICT systems deployed in a growing number of WIPO External Offices situated in different locations worldwide. 
Additionally, the incumbent will act as project manager for a variety of technical projects ranging from telecommunications and networking to back-office and desktop components.

Reporting Lines


The incumbent reports to the Head of the Infrastructure Service Section.



2.      Duties and Responsibilities


The incumbent will perform the following principal duties:


a.   Take full responsibility for the service management and operations of assigned ICT services, in particular the ICT systems deployed in (currently five) WIPO External Offices situated in different locations worldwide.


b.   Achieve high levels of service availability, performance and security while providing a good overall user experience through proactive monitoring of end-to-end operations, analysis of potential operational issues and implementation of improvements to the different technical components of the ICT Services concerned.


c.   Perform service monitoring and reporting and establish and manage related service level and operational level agreements (SLAs / OLAs); process requests for service in an efficient and timely manner.


d.   Communicate and coordinate effectively with clients, business focal points and ICT service providers, in order to maintain service quality and continued alignment of the service with business requirements; develop, manage and control the technical aspects of contracts and performance of external service providers for the efficient delivery of contracted products and services.


e.   Make recommendations for service development in line with evolving business needs, analyze options and propose changes in order to achieve required service enhancements; implement new functionalities and/or cost efficiencies.


f.    Apply standard Change Management procedures and maintain technical documentation in order to allow technical incidents to be resolved rapidly with no or minimum service breaks.


g.   Participate in the establishment of new WIPO External Offices, including the procurement, installation, testing, shipping and on-site implementation of all required ICT components; provide technical training for on-site staff.


h.   Act as Project Manager for a variety of technical projects following agreed procedures and Project Management methodologies, ensuring delivery in line with time, budget and quality constraints.


i.    Manage project risks, identify technical problems and take the lead in working out mitigation plans, communicating and coordinating effectively with all stakeholders and project team members; monitor project progress and report regularly on the project status as compared to planned schedules and deliverables.


j.    Perform other related duties as required.



3.      Requirements




First-level university degree in Computer Science, Information Technology, Engineering or related discipline. An advanced university degree in a relevant area may substitute two years of relevant experience.



ITIL and / or PRINCE2 certifications.

CISCO networking certifications (CCNA, CCNP).




At least six years' relevant professional experience in managing ICT Services in an enterprise environment. 

Hands-on experience in the deployment and operations of enterprise telecommunications and networking systems using CISCO equipment.



Experience managing external ICT and telecommunications service providers in an international environment. 

Experience in setting up and supporting Riverbed equipment.

Experience in managing technical projects.




Excellent knowledge of written and spoken English.



Knowledge of other official UN languages.


Job Related Competencies


Excellent knowledge of networking technologies (LAN, MAN, WAN).

Excellent analytical and problem-solving skills and the ability to understand and document ICT platforms, as well as related operating and risk management procedures.

Excellent interpersonal skills and ability to maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity.

Sound people and vendor management skills.

Excellent communication skills, with the ability to clearly explain complex issues, and communicate with technical actors and business area representatives.

Ability to work under pressure and successfully prioritize tasks in order to manage multiple commitments and deadlines.



Sound project management skills and knowledge of related terminology and methodology, preferably PRINCE2.

Practical knowledge of ITIL operation support processes.

Technical knowledge of deploying and managing Windows desktop and server environments.

Familiarity with Riverbed products and technologies.



4.      Organizational Competencies


1.    Communicating effectively.

2.    Showing team spirit.

3.    Demonstrating integrity.

4.    Valuing diversity.

5.    Producing results.

6.    Showing service orientation.

7.    Seeing the big picture.

8.    Seeking change and innovation.

9.    Developing yourself and others.



5.       Information


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.


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 2018rate of 70.0%





Annual salary



Post adjustment



Total Salary



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


* Initial period of two years, 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.


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