Overview
The role acts as a bridge between ICT support staff and the business, coordinating overall ICT services and managing the day-to-day performance of ICT services to ensure availability, stability, security, and alignment with business needs.
Key Responsibilities
- Leading the ICT team and coordinating overall ICT services.
- Acting as the primary escalation point for complex technical issues.
- Acting as focal point for Inter-agency activities.
- Coordinating with other CSC services.
- Surfacing business demands and user requirements for digital solutions.
- Advising management on ICT needs, acquisitions, and infrastructure improvements.
- Managing changes as a result of incident resolution.
- Managing workplan, projects, and team capacity.
- Supporting and mentoring ICT staff.
- Organizing workload and fostering a collaborative team environment.
- Ensuring robust data security, regular backups, and compliance with IT policies.
- Maintaining risks register with mitigation measures.
- Owning the ICT Disaster Recovery Plan.
- Overseeing the implementation of new systems, hardware/software upgrades, and managing resource allocation.
Required Experience
- A minimum of five (5) years of professional experience managing ICT service delivery support team across multiple office or divisional structures is required.
- Extensive experience with ITIL processes and ITIL v4 Fundamental certification is required.
- Extensive experience in managing and maintaining cloud services is required.
- Demonstrated ability to communicate complex technical issues clearly in verbal and written formats to a range of audiences is required.
- Extensive experience in managing data and systems integration using major cloud services is an asset.
- Experience in data analysis and visualization tools to monitor solution performance is an asset.
- Knowledge of project and product management methods is an asset.
- Prior experience in the development sector or UNICEF-UN system/INGOs and emergency operations is an asset.
- Relevant experience at country level, particularly in development, fragile settings and humanitarian context is an asset.
Qualifications
- An advanced university degree in system information, information technology management, computer science or another relevant technical field is required.
- Alternatively, a first level university degree in a relevant field combined with (2) additional years of qualifying professional experience may be accepted.
- Professional and/or university courses related to Project Management, Business Analysis, Data Modeling is an asset.
- ITIL Foundation Certificate or equivalent customer support certification is required.
