1. Organizational Context
a. Organizational Setting
The position is located in the Operations and Support Section of the PCT Information Systems (PCTIS) Division. The Division implements the ICT management framework for the portfolio of business applications supporting the PCT, a highly successful patent filing treaty. The Section liaises with the application development teams, infrastructure teams and end users. It delivers service desk, information architecture, release and deployment coordination and systems operation services to the PCT.
b. Purpose Statement
WIPO/PCT is embarking on a large IT transformation, involving projects such as IT infrastructure migrations and architecture review, namely the Resilient and Secure Platform (RSP) program.
The main role of the incumbent is to oversee and support the end-to-end service management processes within a Service Integration And Management (SIAM) environment. S/he will be responsible for Service Tower services within a multi-supplier environment. S/he will review the service agreement with relevant suppliers, ensure targets are met and prepare recommendations for improvements to meet and manage forecast changes.
c. Reporting Lines
The incumbent works under the supervision of the Head of the Operations and Support Section.
d. Work Relations
The incumbent works in close relation with internal and external IT suppliers, concerned IT staff and users within and outside the Division on project related matters.
2. Duties and Responsibilities
The incumbent will perform the following principal duties:
a. Plan and manage relationships with relevant stakeholders including internal suppliers, PCTIS and business areas.
b. Participate in the development of the Service Level Management strategy.
c. Monitor, assess and report on supplier’s service levels, and take action to improve and enhance service performance levels.
d. Develop approaches for and coordinate with stakeholders to ensure clear communication, understanding and buy-in during support activities.
e. Oversee all service improvements that affect the assigned services.
f. Interface with suppliers on issues and improvements.
g. Represent the service tower on the Change Advisory Board (CAB).
h. Oversee and ensure the completeness, correctness and adequacy of documentation.
i. Perform other related duties as required.
First-level university degree in information technology, computer science, business or related discipline. An advanced university degree in a relevant discipline may be accepted in lieu of two years of experience.
ITIL v3 Foundation Certification.
ITIL v3 Intermediate Certification(s)
Certification in Project Management, e.g. PRINCE2 or Agile.
At least six years’ relevant professional experience, including in the domain of Service Level and Service Delivery Management, applying ITIL best practices in large scale IT projects with direct business impact.
Experience in managing vendors from out sourced or in sourced environments.
Demonstrated ability to manage Service Level Agreements, Operating Level Agreement, and Service Delivery Agreements.
Experience with Change Management.
Experience with international IP registration systems.
Excellent knowledge of written and spoken English.
Knowledge of other PCT publication languages (Arabic, Chinese, French, German, Japanese, Korean, Portuguese, Russian or Spanish).
Job Related Competencies
Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.
Excellent analytical and problem-solving skills.
Excellent vendor management skills.
Ability to understand the Organization’s IT infrastructure, services provided and customers/users, and how it services the business.
Ability to communicate and coordinate with IT technical teams in the areas of infrastructure, network, security and development.
Ability to understand the Organization’s business.
Ability to bring together and work with a team of people with varied backgrounds (business analysts, technical experts, process owners) to articulate and remedy service level issues.
Ability to advise on available standards, methods, tools and applications and make appropriate choices from alternatives.
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.
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.
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 October 2018 rate of 72.2%