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Data: 28/04/2011
Position and Grade: Unit Head (P-4)
Organizational Unit: Service Delivery Unit
Customer Services Section
Division of Information Technology
Department of Management
Duty Station: Vienna, Austria
Issue Date: 6 April 2011
Application Deadline: 17 May 2011
Type/Duration of Appointment: Fixed term, 3 years (subject to a probationary period of 1 year)
Organizational Setting
The International Atomic Energy Agency (IAEA) is an independent United Nations organization headquartered in Vienna, Austria, with 151 Member States and a staff of 2300, serving as the global focal point for international cooperation in the safe and peaceful use of nuclear energy.
The Division of Information Technology provides support to the IAEA in the field of information and communication technology (ICT), including information systems for technical programmes and management. It is responsible for planning, developing and implementing an ICT strategy, for setting and enforcing common ICT standards throughout the Secretariat and for managing central ICT services.
The IAEA's ICT infrastructure comprises state-of-the-art hardware and software platforms located in a central data centre. The Division has implemented an IT service management model based on ITIL (IT Infrastructure Library) and Prince2 (Projects in a Controlled Environment) best practices.
The Customer Services Section is responsible for setting standards and the provision of support of the IAEA's desktop computing environment and development of IAEA staff's computing skills. The IT Service Desk serves as the key contact point for users of IAEA's IT services to over 1,700+ internal users, and provides first and second-level support of the IAEA's standard desktop computing environment's hardware and software. In addition, the IT Service Desk provides support to IAEA meeting attendees, Board of Governors members, and General Conference representatives to ensure that these high-profile persons have access to computing services while in the VIC.
Main purpose
Reporting to the Head of the Customer Services Section, the Head of the Services Delivery Unit provides operational leadership in the planning, delivery and improvement of service desk support and IT Training, ensuring an efficient and effective response to IT performance issues and that the service provided is in line with SLAs while maintaining a customer focused approach.
Role
The Head of the Services Delivery Unit is: (1) manager of the IT Service Desk, the Incident and Problem management processes, promoting customer-oriented services, providing leadership and supervision while mentoring and motivating staff of the IT Service Desk, ensuring effective and efficient support delivery; (2) customer service specialist, fostering positive customer relations and partnerships, and acting as communications focal point for service issues; (3) manager of the IT Training activities, overseeing the design of the IT training activities and managing the implementation of the delivery and evaluation of the IT training program; and (4) deputy for Section Head, handling Section/Division-wide programmatic issues and acting as the backup during absences.
Partnerships
The Head of the Services Delivery Unit liaises with users, including delegates of Member States, to ensure IT service delivery issues are addressed in a timely manner. He/she forges close working relationships with counterparts in other Departments and within MTIT for delivery of IT services; service provision is also agreed with VIPs, Member States on-site scientists, and senior level subject matter experts.
Functions / Key Results Expected
- Manage, mentor, support and train the Service Desk team including recruiting staff and conducting performance reviews, demonstrating dynamic leadership and promoting a customer focused approach and creating positive working relationships throughout the IAEA.
- Administer the Service Desk day to day activities effectively planning staff schedules to ensure staff coverage at peak call logging times and ensuring support delivery and continuous service coverage during business hours in accordance with SLAs.
- Ensure timely user communications for service issues, liaising within MTIT Management and Sections to escalate and resolve issues as necessary, taking full accountability for the escalation of issues that may risk breaching established agreements.
- Manage and supervise the Incident and Problem Management processes undertaking the analysis of incident statistics, supporting and facilitating the Problem Management identification process including incident trends, major incidents and alerts and the production of the appropriate incident and problem management reports, ensuring communication between Incident, Problem and Change Management processes operate effectively.
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