IT Officer (Service Delivery) at World Food Programme (WFP)

JOB PURPOSE

The Technology team (TEC) Service Delivery Manager is responsible for owning IT service management processes, including the day to day management of 3rd party suppliers, supporting cross functional TEC project delivery, as well as the leadership and co-ordination of in house teams supporting business as usual TEC services.

Including:

• Contributing to the corporate, strategic and tactical direction for TEC services
• Customer support, delivery of production IT services (both application and infrastructure)
• Ownership of new or evolving business requirements, ensuring they are translated into new or revised services that align with the TEC Architectural Principles
• Lead or contribute to TEC infrastructure and strategic technology change projects
• Contribution to the development and implementation of TEC security processes and compliance requirements
• Provide accurate and timely information on operational status and reports to management
• Ensure Audit recommendations and actions are completed in a timely manner
• Assist in drafting requests for proposals and reviewing support contracts including Service Level Agreements & Standard Operating Procedures
• Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements& reporting non-compliance as appropriate
• Delegated operational and project procurement activities

Key Relationships:

• The post holder will work closely with internal and external stakeholders at all levels, but with a focus on senior stakeholders and key business change drivers.
• This will involve close working relationships with other senior managers, Information Asset Owners, Business Owners, TEC Business Relationship Managers, the TEC Contract and Commercial Manager, the TEC Security & Information Assurance Manager and with external supplier managers and their staff.
• The post holder will advise and support the TEC senior management team in developing TEC strategy in accordance with business requirements, responding to and providing strategic and tactical direction for business change.
• As a primary operational client side contact, the post holder will lead on resolving high profile issues and managing suppliers to ensure a high standard of service at all levels.
• The post holder will contribute to the following best practice processes: Daily incident report, Change Advisory Board, change request, problem review, infrastructure and project board, risk review and service improvement.

STANDARD MINIMUM QUALIFICATIONS

Qualifications & Experience Required:

Education:

• Advanced university degree in Information Technology, Computer Science or other relevant field, or First University degree with additional years of related work experience or trainings/courses.

Experience:

• 3 or more years of professional experience in a relevant field.

Language: 

• Fluency (level C) in English language.

Desirable Skills:

• Experience of working client side in an outsourced TEC environment and supplier management against SLAs, monitoring performance against service level agreements, participating in effective working relationships to deliver continuous improvement
• Experience of managing the performance of information / information technology and telecommunications systems services
• Experience of application and release management and TEC change management
• Experience of working in a secure environment

Additional Skills

• Significant knowledge of end user delivery and network support
• Knowledge of case management systems
• ITILv3 Foundation qualified
• Understanding of the legal issues relating to IT e.g. Data Protection, Freedom of Information and Computer Misuse Acts, copyright, intellectual property rights
• Experience of managing in house teams to deliver high quality services and outcomes
• Experience of building strong working relationships with a variety of stakeholders
• Strong customer focus
• Ability to manage technically diverse teams to deliver agreed outcomes
• Experience in delivering strategic and tactical technology change
• Project management experience
• Good communication and negotiation skills
• Positive can do attitude and flexibility of approach

KEY ACCOUNTABILITIES (not all-inclusive)

Service management

The post-holder will ensure that all ITIL best practice processes for in house and 3rd party suppliers are implemented, relevant, and effective:

• Incident Management – customers have minimum service interruption and effective support
• Problem management – Effective root cause analysis and elimination of recurring or multiple incidents, with timely workarounds in place when necessary
• Change Management – Business as usual and project changes thoroughly assessed via the change management process before implementation for business impact and scheduled appropriately
• Configuration management – Maintain a reliable database for asset tracking and relationships between configuration items valid and effective
• Release Management – Effective forward schedule plan with standard changes and project rollouts incorporated
• Capacity Management – Infrastructure resources monitored and remain within agreed tolerance for effective service delivery
• Availability Management – Maintenance windows agreed with the business, key services remain available when required
• Continuity Management – Single points of failure risk assessed, key risks eliminated, Disaster Recovery plans fit for purpose and fully tested
• Service Level Management – Suppliers fulfil their contracted requirements and in house teams support the agreed targets

BAU service delivery:

• Matrix management of in- house teams delivering end user, applications, access control, security process and project support
• Responsibility for the management of TEC service requests, ensuring compliance with agreed governance processes and workflow
• Review and advise on current capacity management reports
• Maintain the TEC Operational Risk Register and input into business continuity planning and disaster response plans
• Contribute to the Service Improvement plan process
• Ensure that infrastructure refresh plans are timely, appropriate and delivered without impacting system availability
• Where appropriate, act as a key escalation contact for Commissioners and Directors for service delivery issues, ensuring they receive an appropriate level of customer care and support
• Create an effective succession plan for team resilience and staff development opportunities
• To undertake any other duties as may be assigned from time to time commensurate with the level and responsibilities of the post

Project ownership and delivery

• Responsible for reviewing and advising on technical strategy and tactical solutions
• Contribution to the technical roadmap and forward schedules for project implementation
• Assess and recommend new system implementations and any potential for cloud service offering alternatives
• Oversight of infrastructure, system and platform projects- implementation of new and maintenance of existing tech platforms
• Allocate appropriate resources to project implementations
• Maintain close links to key business stakeholders, especially Business Relationship Managers, turning feedback into action plans to drive innovation wherever possible

CORE COMPETENCIES

Critical experiences preferred:

• Global/Regional project deployment with clear outcomes/results
• Management of project teams of at least 10 teams and more
• Hands on experience in using Office 365 tools (Sharepoint, powerapps, workflows)
• Experience in deployment and customization of service management tools
• Supporting and management of cross-functional projects on cash based solutions and biometric solutions data assurance projects
• In-depth knowledge in Annual performance planning, risk management and oversight tracking
• Recent experience in deployment of small/or medium scaled infrastructure project management

Continuous Development

• Drive to achieve excellence and continuously develop oneself, one’s team and the organization through learning and knowledge sharing

Valuing Diversity

• Openness to working effectively with diverse ideas and people

Organizational Commitment

• Meets the standards of behavior and professionalism required to operate effectively

JOB SPECIFIC COMPETENCIES

Analytical Thinking & Decision-Making

• Thinks logically in analysing complex information in order to identify key issues and make effective decisions

Change Orientation

• Ability to adapt to changing demands in the workplace

Communication & Interpersonal Skills

• Conveys information effectively through negotiation and influencing others

Resilience

• Demonstrating the confidence and ability necessary to cope with challenging situations

Task Management

• Ability to prioritise effectively so as to meet the goals of the team

Teamwork

• Seeks opportunities to involve others and is effective working cooperatively with and through them, demonstrating commitment towards team goals

TERMS AND CONDITIONS

Type of Contract: Fixed Term Contract
Contract Duration: 12 Months