Section Head (P-5)

Duty Station:	Vienna, Austria
Issue Date:	1 August 2012
Application Deadline:	11 September 2012
Type/Duration of Appointment:	Fixed term, 3 years (subject to a probationary period of 1 year)

Organizational Setting

The Division of Information Technology provides support to the IAEA in the field of ICT (information and communication technology), including information systems for technical programmes and management. It is responsible for planning, developing and implementing an ICT strategy, for setting and enforcing common ICT standards throughout the Secretariat and for managing central ICT services. The IAEA's ICT infrastructure comprises state-of-the-art hardware and software platforms in a partially decentralized environment. The Division has implemented an IT service management model based on ITIL (IT Infrastructure Library) and PRINCE2 (Projects in Controlled Environment) best practices. The IT Customer Services Section is responsible for setting standards, providing first and second level support for the IAEA's desktop computing environment and delivery of the IAEA's IT training programme.

Main purpose

Reporting to the Director of the Division of Information Technology, the Head of the Customer Service Section takes overall responsibility for the provision of first and second level support for approximately 2000 end users. The Section Head ensures that the services provided are monitored and maintained to meet established quality levels and to meet standards as defined within the negotiated and agreed service level agreements. In addition, the Section Head ensures efficient development and delivery of the IAEA's IT training programme, which covers standard desktop applications and specialized business applications.

Role

The Section Head is: (1) a leader and manager, providing guidance and managerial support to the team, and planning human, technical and financial resources with a view to achieving efficient and effective results; (2) a substantive expert, leveraging knowledge and experience in the field of policy development and operations; (3) an adviser on all aspects of ICT Customer Services operations.

Partnerships

The Section Head provides advice and guidance to senior management, staff in the Division of Information Technology and staff in other Departments within the IAEA. He/she also compares best practices with external specialists and counterparts in other international organizations, and manages the provision of agreed services with third party service providers.

Functions / Key Results Expected

Ensure delivery of standardized desktop and laptop solutions to users, including hardware configurations and software images, to enable effective work across the IAEA. Ensure that service level agreements, contracts and negotiations with both internal and external IT suppliers meet business needs in planning and delivery. Plan, co-ordinate and control the activities of the Customer Service Section to meet organizational and operational objectives. Oversee the achievement and maintenance of agreed customer service levels and standards. Handle user's complaints if the Service Desk staff is unable to solve them or any major incidents, interacting with users in order to provide information in response to inquiries, concerns and requests about IT products and services. Identify and implement strategies to improve quality of service and productivity. Analyze statistics or other data to determine the level of customer service the organization is providing. Manage, guide and develop staff and consultants, and plan and monitor the deployment of individuals to ensure that they are contributing effectively whilst developing skills and experience. Prepare the annual work and budgetary plan with foresight, integrating knowledge of medium-term technical solutions into business requirements. With guidance and insight from the Director, develop policies and standards and provide advice to ensure that the ICT plan and policies are integrated into the IAEA's overall strategy and plans.

Knowledge, Skills and Abilities

Management and supervisory skills: Ability to manage staff, providing clear direction and motivation, managing their performance appropriately and fairly, and dealing with possible conflicts. Leadership skills: Ability to communicate a common and inspiring vision, to adopt a strategic approach and to act as a catalyst for change. Project management skills: Demonstrated ability in handling large projects, including project planning, work assignment and supervision as well as progress review and reporting, using a recognized framework. Analytical skills: Ability to analyse complex situations, grasp the critical aspects and make firm decisions based on sound judgement. Strong planning and organizing skills: Ability to set clearly defined objectives, plan activities in a timely way, and monitor performance against deadlines and milestones. Interpersonal skills: Ability to lead and to maintain effective working relationships in a multicultural environment with sensitivity and respect for diversity. Ability to interact effectively with internal and external IT suppliers to ensure that business needs are met.

Education, Experience and Language Skills

Advanced university (or equivalent) degree in computer science, information systems, business administration, public relations or related field. Minimum of 10 years of relevant working experience, of which at least five years should have been in managing service desk or call centre operations, supporting hundreds or thousands of users. Sound knowledge of and extensive experience in best practices of ICT service management and delivery, including project management. Knowledge of and practical experience in such frameworks as ITIL and PRINCE 2 desirable. Fluency in both written and spoken English. Knowledge of another official IAEA language (i.e. Arabic, Chinese, French, Russian or Spanish) or German desirable.

Remuneration

The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at US $80 734 (subject to mandatory deductions for pension contributions and health insurance), a variable post adjustment which currently amounts to US $39 237*, dependency benefits, diplomatic status, rental subsidy, education grant, relocation and repatriation expenses; 6 weeks' annual vacation,home leave, pension plan and health insurance. How to apply to the IAEA Complete an Online Application * Subject to change without notice

Applications from qualified women and candidates from developing countries are encouraged Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. Staff members may be assigned to any location. The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or with a different contract type, or to make an appointment with a modified job description or for shorter duration than indicated above. Testing may be part of the recruitment process.