UNAIDS is an innovative United Nations partnership that leads and inspires the world in achieving universal access to HIV prevention, treatment, care and support.
UNAIDS' Cosponsors include
UNHCR, UNICEF, WFP, UNDP, UNFPA, UNODC, UN Women, ILO, UNESCO, WHO and the World Bank. Visit the UNAIDS Web site at www.unaids.org |
Vacancy No.: UNAIDS/09/FT34
Title: Unit Head, Global Service Desk
Grade: P4
Contract type: Fixed-term Appointment
Duration of contract: Fixed-term appointment - 2 years
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Date:
29 May 2009
Application Deadline:
26 June 2009
Vacancy Notice Cancelled
Organization unit:
AI/DRM Department of Resource Management (AI/DRM)
Information Management and Technology - Global Service Desk Unit
Duty station:
Geneva Switzerland
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MANDATE OF THE DEPARTMENT:
The mission of the IMT Division is to lead, guide and standardize the development and provision of all UNAIDS Information & Communications Technology infrastructure, systems and services. The IMT Division is responsible to standardize and integrate all information management and information technology activities across the Secretariat and to ensure that these are delivered in a coherent way and can be linked to the wider information management work of UNAIDS. The IMT Division identifies and evaluates new technologies and architectures, anticipates their business benefits to the organization and puts in place solutions that enable and empower UNAIDS staff to obtain timely information for decision-making purposes. Through the work of the IMT Division, UNAIDS shall be in a leading position in its use of information management technologies in the UN system.
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Main tasks and Responsibilities of the Position:
The Global Service Desk is the single point of contact for all staff with the IMT Division. The Unit Head, Global Service Desk is the front face of IMT to all of UNAIDS, and is responsible for most operational activities IMT, including 1st and 2nd level user support, training, communications to/from IMT, and client relationship management. Reporting to the Division Chief, the Unit Head, Global Service Desk:
Supervises, manages and motivates the Global Service Desk staff, designing their work plans and supervising effective deployment; thus ensures a reputation of client responsiveness in IMT;
Oversees all IT training activities and manages the organization-wide global training programme and learning activities (both formal and informal )to improve competence and confidence among staff; sets, directs and ensures achievement of global IT learning standards for UNAIDS;
Ensures that training, operations, maintenance and communications to staff are delivered for all areas of IMT, as well as for all applications to be used worldwide; provides regular status reports to supervisor;
Prepares, manages and reports on the budget for the UNAIDS Global Service Desk; accountable for the team's delivery against the budget and workplan;
Provides authoritative technical advice to IMT management on meeting the needs for IT operations, user support and training of UNAIDS staff;
Designs and recommends to the Unit Heads, Office of Chief and to the immediate supervisor the ITIL-compliant operational procedures and standards for UNAIDS that will support the requirements of the Secretariat worldwide; takes into account the Cosponsored environment, the evolving demands of all stakeholders; ensures security; brings order to competing demands;
Ensures compliance with IT architecture, policies, procedures and standards through communications, coaching and enforcement;
Makes recommendations on outsourcing of operational services, particularly as these increase over time; identifies vendors and prepares/follows up on requests for proposals and subsequent services contracts;
Analyses and resolves all escalated issues; reviews regular reports on user support with a view to service level administration, capacity planning and service improvement.
Performs other related duties as requested by supervisor.
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| REQUIRED QUALIFICATIONS |
Education:
University degree in Science, Computer Science, a related field.
Desirable: ITIL foundation certified.
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Competencies:
Proven ability to lead and coordinate a service delivery team that serves as the client-facing side of IT services. Knowledge of instructional design and training techniques. Ability to present complex concepts simply and clearly to a non-technical audience. Ability to problem-solve, streamline and document operational processes to maximize efficiency. Proven ability to motivate staff.
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Experience:
Seven to ten years' experience in training and user support, of which a minimum of 2 years in either training or user support. Experience must include a minimum 3 years of management experience, including: a) progressively responsible experience leading a team at international level and b) experience developing a budget and workplan for a team and tracking expenses to ensure delivery within time and budget. Experience must also include a minimum of one year in instructional design.
Desirable: some experience as a technical writer.
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Languages:
Excellent knowledge of English or French with a working knowledge of the other language. Excellent written English essential.
Desirable: Knowledge of another UN official language.
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Additional Information:
Positions at the international professional category within UNAIDS may be subject to the Organization' s Mobility Policy.
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Annual salary:
(Net of tax)
63 052 US$ at single rate
67 709 US$ with primary dependants
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Applications from people living with HIV are particularly welcome. Applications from women and from nationals of non- and under-represented member states are particularly encouraged. |
Any appointment/extension of appointment is subject to the Staff Regulations and Rules of the World Health Organization (WHO) adjusted, as necessary, to take into account the particular operational needs of UNAIDS, and any subsequent amendments.
Only candidates under serious consideration will be contacted.
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Note: The paramount consideration in the appointment, transfer or promotion of staff is the necessity of securing the highest standards of efficiency, competence and integrity. The medical criterion for recruitment is fitness to work in the particular post. The United Nations HIV/AIDS Personnel Policy clearly stipulates that no staff and/or potential candidates shall be discriminated against on the basis of real or perceived HIV status. HIV infection, in itself, does not constitute lack of fitness to work. There is no obligation to disclose HIV-related personal information.
UNAIDS is committed to providing a work environment that respects the inherent dignity of all persons. UNAIDS has a responsibility to take all appropriate steps to prevent and respond to discrimination, abuse of authority, and harassment, including sexual harassment in the workplace or in connection with work. UNAIDS has zero tolerance towards abusive conduct. |
UNAIDS is committed to providing equity of access to employment, advancement and retention in UNAIDS, recognizing that it is in the interest of UNAIDS to recruit and maintain a diverse and skilled workforce that is representative of the diverse nature of society, which includes persons with disabilities. It is therefore the policy of UNAIDS to actively promote equity of access to employment opportunities within UNAIDS for persons with disabilities.
UNAIDS undertakes to provide reasonable accommodation necessary to enable a person with a disability to access employment opportunities, enter into and remain in employment within UNAIDS. The principle of reasonable accommodation applies to all aspects of employment, including recruitment, selection and appointment. |
Please visit UNAIDS's e-Recruitment website at: https://erecruit.unaids.org to review and apply to positions. The system provides instructions for online application procedures. |
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| 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. |
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Vacancy Notice Cancelled |
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