ICT Manager
Job description.
The ICT Manager is to provide guidance and managerial
support to the team, and planning human, technical and financial resources with
a view to achieving efficient and effective results; communicator, engaging
customers, and management in dialogue and consensus building; being a
substantive expert, leveraging knowledge and experience in the field of
technical operations, support aspects of ICT Customer Services operations and
technical aspects of T4D initiatives and providing guidance and support in the
establishment of Common Back Office (CBO) /Local Share Service Center (LSSC)
pertaining to ICT services and providing technical assistance support to
countries in the CBO/LSSC.
Key Responsibilities
The successful individual will be responsible for the
following key accountabilities:
Leadership
and management:
- Manage the ICT Services Team,
ensuring each person delivers against already defined objectives,
providing technical guidance, and creating an empowering work environment,
fostering high performance, motivating staff, promoting a culture of
innovation.
- Ensure effective knowledge
sharing within the team, recognize and address competency development
needs, and ensure that the technical expertise needed for best practice
service delivery is continuously maintained.
- Continuously evaluate the ICT
systems to ensure the strategic use of ICT resources, improve performance
and properly implement audit recommendations.
Planning,
Coordination and Communication:
- Develop work plans and budgets
for the ICT services, managing expenditures against agreed priorities and
ensuring the cost-effective use of funds.
- Carry out market research,
costing and recommending potential acquisition of Infrastructure, Security
and Communications solutions (hardware and software).
- Oversee the planning and
management of ICT projects, ensuring the application of sound project
management and control methodologies, while coordinating with internal
counterparts, other UN organizations and service providers.
Technical
and Strategic Delivery of ICT services:
- Ensure effective delivery of ICT
services as per agreed Service Level Agreements.
- Lead the development and delivery
of ICT infrastructure and business solutions with a continuous improvement
approach to performance, security and cost, while ensuring the integrity,
confidentiality and accessibility of data.
- Under the guidance of the
Regional Chief of ICT & Innovation, provide support and technical
assistance to COs in areas of ICT Accessibility, Green ICT, Operational
business process improvement initiatives for UNICEF program effectiveness.
- Develop and implement processes,
SLAs and operations procedures to ensure effective management and
operations of UNICEF ICT Infrastructure, Security and Communications,
including monitoring for compliance and reporting on regular basis.
- Develop and maintain up-to-date
procedural and technical documentation
- Support ESARO emergency
preparedness and response efforts including participation as needed in
early warning, contingency planning, preparedness activities, and response
from the initial stage of emergency to stabilization
Service Management and Partnerships:
- Ensure delivery of standard
enterprise solutions to users, including hardware configurations and
software images, to enable effective work for Nairobi-based entities.
- Ensure that SLAs, contracts and
negotiations with internal and external IT suppliers such as UNON, MNOs
and partners meet business needs and committed levels of service.
- Actively engage with users at all
levels of the organization in the effort to ensure open lines of
communication and insightful engagement with all customers.
- Handle escalations, and major
incidents affecting ICT services; interact with users and provide
information about IT products and services.
- Identify and implement strategies
to improve quality of service and productivity.
- Measure regularly customer
satisfaction with the ICT service provided.
- Assess and document the current
and potential future needs for ICT services and solutions within ESAR.
- Continuously monitor,
troubleshoot and enhance the unified communications and collaborations
tools i.e.: voice, data and video, to ensure reliability and
effectiveness.
- Monitor ICT security levels
escalating cyber security incidents as needed; Monitor security related
sites for relevant information on new threats / risks which may impact
normal ICT operations. Perform periodic reviews / monitoring for
non-compliance. Review security logs and report suspicious and/or
unauthorized activities.
Qualifications
To
qualify as an advocate for every child you will have
- Advanced university degree or
equivalent background, in computer science, information systems, or other
relevant disciplines, with specialized training or appropriate experience
in the fields broadly applicable to the job.
- Eight years of relevant
professional work experience in ICT area. Background/familiarity
with Emergencies.
- Practical experience working in
shared service centers, common premises or any setting providing support
with other UN agencies
- Theoretical foundations of
computer science with practical applications of software, database,
network, telecommunications and systems development.
- Practitioner level skills and
knowledge in complex project management and ICT service delivery and
support management practices. Certificates in PRINCE II and ITIL are
preferred.
- Fluency in English is required.
Knowledge of another official UN language (Arabic, Chinese, French,
Russian or Spanish) or a local language is an asset.
How to Apply