26 September 2017
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The mission of WHO is the attainment by all peoples of the highest possible level of health.
Vacancy Notice No: HQ/14/GMG/FT207
Title: Manager, IT Operations and Support Team
Grade: P5
Contract type: Fixed-term Appointment
Duration of contract:  2 years (initially)
Date: 25 April 2014
Application Deadline: 16 May 2014 Vacancy Filled
Duty Station:  Kuala Lumpur, Malaysia
Organization unit: HQ/GMG General Management (HQ/GMG) /
HQ/ITT Information Technology and Telecommunications (HQ/ITT)
The mission of the department of Information Technology and Telecommunications (ITT) is to connect people and allow free exchange of information and knowledge through reliable and relevant IT services to support of WHO's health mandate. The department leads all WHO IT teams globally in ensuring IT modernization, cost efficiencies through savings, increased staff productivity, harmonization across the Organization whilst being supported by performance monitoring and reporting process. Based in two duty stations, Geneva and Kuala Lumpur, the ITT department is currently leading efforts towards establishing a shared service model in WHO. Services which are common to all WHO offices are currently being standardized, operated, and supported from a central yet cost-effective location.
Description of duties:
The incumbent will lead, coordinate and supervise the Global IT Operations team and all its areas or work, including services, systems and projects. Responsibilities will include:

IT Service Delivery Management
- In partnership with ITT managers, ensure the efficient and cost-effective operations of current services by ascertaining their performance with agreed metrics, determining IT operational service requirements, and developing initiatives for service improvements.
- Manage the day-to-day operations of availability, performance, compliance and costs of applications and infrastructure in production, including support in the event of interruptions in service (restoration of service) and break/fix support in the event of outright service failures to meet availability, performance and communication commitments
- Ensure that all IT teams adhere to the agreed Service and Change Management Framework as set out by the IT Project Management Office (PMO). Work closely with Service Management Officer to determine compliance with Service Level Agreements and delivery of Business Outcomes.
- Works closely with IT Project Managers in transitioning projects into operations as guided by the Service Management Framework.

IT Operations Management
- Ensure implementation and adherence of IT teams in Kuala Lumpur with industry standard processes and tools (such as Information Technology Infrastructure Library (ITIL), etc.,), including continuously reviewing and improving the processes, to ensure standardization and predictable performance
- Continuously provide feedback to other IT Managers on how improvements on processes and services can be made through initiation of new initiatives or projects.
- Ensure and monitor that operational processes are in place to pro-actively protect consistent service quality through rigorous
management of change control and acceptance into service procedures.
- Create, implement and manage the IT Operations processes for services, including but not limited to service-level agreements (SLA), Incident Management, Problem Management, to identify, remediate and resolve all operational incidents, within established service levels
- Develop, enforce and communicate standards and procedures, to
the IT operations team, to ensure alignment and consistency with IT policy and strategy.

User Support Management
- Manage and develop the multi-shift Global Service Desk staff to ensure efficient and effective operations and excellent customer service while providing coordination and leadership in the execution of daily system operations
- Provide expert problem management support to difficult, high profile customer issues and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.

Team Management and Leadership
- Provide guidance to IT Director to determine future IT needs at the
location, initiatives, budgets, forecasts and licensing to ensure alignment with the department's goals and objectives
- Partnering with IT managers, key internal stakeholders and external vendor outsource suppliers to create an operations culture that is customer focused, sustainable thereby delivering best in class experiences for consumers.
- Effectively manage Kuala Lumpur resources, capabilities and capacity to meet both existing and new business demand.
- Motivate, develop and mentor other service delivery employees and IT leads where relevant
- Champion team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability
- Other duties and responsibilities as assigned by supervisor.
- University degree in computer/information science, engineering or related discipline, with an advanced university degree in the same, Management or Business Administration
- Certification related to Information and Communications Technology (ICT) service management (e.g. ITIL)

- Certification in project management methodologies (e.g. PRINCE2)
- Proven strong leadership, organization and coordination skills;
- Demonstrated excellent customer relationship skills;
- Proven excellent project management skills;
- Proven ability to initiate, lead and coordinate multiple projects at any one time;
- Excellent understanding of Business Process Management;
- Effectively communicate complex issues with all levels of
management, both orally and in writing and in a well-organized and logical manner;
- Negotiate, monitor and interpret service level agreements and contracts;
- Motivate staff and lead the in the achievement of their objectives;

WHO Competencies:
1. Ensuring the effective use of resources
2. Creating an empowering and motivating environment
3. Producing results
4. Fostering integration and teamwork
5. Building and promoting partnerships across the organization and beyond
- At least 10 years of progressively responsible relevant work experience. This should include at least 5 years in managerial or supervisory position. Experience managing multiple complex IT projects.
- Experience in managing a support team for a global IT system
- Experience in managing large corporate systems with large global user base (with more than 1000 users)

- Working experience in an I.T. environment of a UN based organization or experience in working with country or regional branches of an organization.
Expert knowledge of English both written and spoken.

Knowledge of French both written and spoken will be an advantage.
Additional Information:
1. Only candidates under serious consideration will be contacted.
2. Other similar positions at the same level may be filled from this Vacancy Notice.
3. A written test may be used for screening purposes.
4. This vacancy is published in English only.
5. The following priority order will be observed in the screening of candidates: 1. WHO staff members (Continuing, Fixed-Term and Temporary appointments), 2. External candidates.
Annual salary: (Net of tax)
USD 80,887 at single rate
USD 87,069 with primary dependants
Post Adjustment: 40.2 % of the above figure(s). This percentage is to be considered as indicative since variations may occur each month either upwards or downwards due to currency exchange rate fluctuations or inflation.

This vacancy notice may be used to fill other similar positions at the same grade level.

Online applications are strongly encouraged to enable WHO to store your profile in a permanent database. Please visit WHO's e-Recruitment website at: The system provides instructions for online application procedures.
All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement.

WHO is committed to workforce diversity.
Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual. Only candidates under serious consideration will be contacted.

Vacancy Filled

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