ICT Assistant (Service Levels) Grade: G5

Description of duties: Under the supervision of ICT Assistant (Project Management and Communications Services), the incumbent will perform the following duties: 1. Maintain an up-to-date catalogue of ICT Services, SLM structure and processes and verify that SLM processes are used correctly. In consultation with Supervisor, establish a Service Review process; plan, organize and facilitate recurring meetings. Conduct regular assessment and reviews of the entire SLM process; and control necessary amendments; 2. Review service level agreements for internal / external services in consultation with respective teams and ensure that necessary terms and conditions are explicitly incorporated in the agreements; 3. Support in negotiating, designing and maintaining Service Level Agreements with internal clients / support teams as well as external services providers, monitoring, assessing performance levels by analyzing and comparing actual performance with pre-defined expectations, ensuring that SLAs are met, determining appropriate actions as per the agreements, and producing meaningful reports; 4. Assist in maintaining regular communications with clients / service providers and sharing performance levels. In case of non-compliance of SLAs, ensure credits with external vendors are timely calculated and issued to WHO; 5. Assist in entrenching a "business and service culture" within IT, designing and implementing appropriate service level improvement programs (SIPs); 6. Support supervisor in the management of IT projects by effectively assisting in gathering projects data to keep the projects status up-to-date, establishing, maintaining, monitoring and reporting the progress of various projects of the unit; 7. Assist in drafting user satisfaction surveys, carry out activities required to issue surveys, gather results and analyzing outcome, review relevance and effectiveness of user satisfaction surveys and recommend improvements; 8. Contribute to preparing and promoting the use of various standard Project Management templates for documentation, communication and presentations. Organize projects information and related material on collaborative workspace; contribute to preparation of required reports and documents relevant to various projects in consultation with the supervisor. 9. Serve as a backup for other team members in Project Management and Communication Services team in their absence. Carry out any other duties relevant to the job, as required by the supervisor.

REQUIRED QUALIFICATIONS

Education: Secondary School education supplemented by relevant courses in Information Technology.

Skills: Strong communication skills: oral, written, presentation, facilitation. A good understanding of the organization's IT infrastructure, services provided and customers/users. Technical understanding of ICT services with ability to translate into business concepts. A good understanding of the organization's business and how IT contributes to it ITIL knowledge and skills to apply ITIL best practices. Good knowledge and skills for statistical, numerical and analytical principles and processes. Ability to work under pressure; handle stressful situations, resilience, adapt to change in technology. Relationship management, inter-personal and conflict resolution skills, team building skills

Experience: At least five years of progressively responsible experience in administration of IT services, contracts and service level agreements. Experience in the UN system is desirable.

Languages: Good knowledge of written and spoken English.

Additional Information: The vacancy is subject to local recruitment and shall be filled, as far as possible, by persons residing in the local commuting area.

Annual salary: (Net of tax) INR 595750 at single rate

Online applications are strongly encouraged to enable WHO to store your profile in a permanent database. Please visit WHO's e-Recruitment website at: www.who.int/employment. The system provides instructions for online application procedures.

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.

WHO is committed to workforce diversity.

Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual. Only candidates under serious consideration will be contacted.