Chief of IT Service Management Unit

2 weeks ago


กรงเทพมหานคร, Thailand United Nations ESCAP Full time

-Job Code Title:

CHIEF OF UNIT, INFORMATION SYSTEMS AND TELECOMMUNICATIONS
Department/ Office:

Economic and Social Commission for Asia and the Pacific
Duty Station:

BANGKOK
Posting Period:

6 February 2024-12 February 2024
Job Opening number:

24-IST-ESCAP-227505-J-BANGKOK(G)
Staffing Exercise ID:

N/A
- United Nations Core Values: Integrity, Professionalism, Respect for DiversityOrg. Setting and Reporting
- The mandate of the United Nations Economic and Social Commission for Asia and the Pacific (ESCAP) is to promote sustainable and inclusive development and regional connectivity in the Asian and Pacific region. ESCAP’s role as a regional development arm of the United Nations Secretariat is to support its membership with policy oriented research and analysis, normative support and technical assistance and capacity building, to respond to the development priorities and changing needs of the Asian and Pacific region.

This position is located in the Information Management, Communications and Technology Section (IMCTS), in the Division of Administration. The incumbent reports to the Chief of IMCTS.
Responsibilities
- Under the direct supervision of the Chief of IT Service Management Unit and the overall guidance of the Chief of IMCTS, incumbent will be responsible for the following functions:

1. Plans and directs ICT projects related to cloud computing, IT service delivery solutions information security and business continuity for ESCAP and its Sub-regional offices/Regional institutes; coordinate with OICT and UN Global Service Centers (UNGSC) for the local implementation of UNS ICT projects.

2. Tracks and monitors project progress against plan, requirements, quality measures, standard processes in accordance with industry standard project management methodologies; liaises with stakeholders on all aspects and during all phases of planning and implementation.

3. Oversees all service desk and operations of ESCAP, its regional offices and clients (such as UN agencies, funds and programs) in accordance with ITIL based service delivery model.

4. Provides expert advice on emerging IT service delivery platform’s analysis and design.; Proactively seek client feedback and responds to client requests for new or enhanced services; identify and implement innovative IT service delivery solutions to provide an enhanced Customer Experience (CX).

5. Oversees adherence to UNS ICT standards, policies and cybersecurity requirements and represent ESCAP in global and regional ICT working groups as required.

6. Serves as a coordinator in the development of Service Level Agreements (SLAs) & KPI’s between the client and ESCAP, for either specific IT services or IT consulting including any charge back mechanisms, regularly produce KPI compliance reports and contribute towards ESCAP’s positioning as a Regional Service Provider.

7. Formulates Request for Proposals (RFPs) for ICT services; provides technical specifications and standards for procurement of ICT services, software, and hardware; Develops cost proposals for contractual services, oversees the technical evaluation of proposals received and manage the contracted services.

8. Participates in planning and preparation of the budget, work program and spending plan.

9. Provides professional leadership and work direction to the Unit; mentors and supervises the work of the staff, contract staff, etc. and coordinate with HR learning unit on upskilling programs for staff to transition from legacy to emerging technologies.

10. Keeps abreast of developments in the field and provides leadership on introducing technological changes to transition to cloud computing and AI powered service delivery platforms.

11. Performs other related duties as required.
Competencies

Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed.

Planning& Organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently.

Managing Performance: Delegates the appropriate responsibility, accountability and decision-making authority; makes sure that roles, responsibilities and reporting lines are clear to each staff member; accurately judges the amount of time and resources needed to accomplish a task and matches task to skills; monitors progress against milestones and deadlines; regularly discusses performance and provides feedback and coaching to staff; encourages risk-taking and supports creativity



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