Title of Assignment: Services and Operations Expert

Name of unit/sector: IT Technical Division, Information and Communication Technology Department, Administration, Finance and Management Sector

Place of Assignment: Home based with occasional work presence at the WIPO Headquarters, Geneva, Switzerland

Expected duration of assignment: 12 months, renewable for a further 12 months.

1. Objective of the Assignment

The Services and Operations expert, will play a critical role in ensuring the smooth operation of the organization’s services and processes. Their expertise in Information Technology Infrastructure Library (ITIL) and Agile methodologies will be essential for driving efficiency, quality, and customer satisfaction.

The objective of the assignment is to improve the quality of the services provided by the IT Technical Division IT by optimizing IT Service Management processes and practices.

2. Deliverables & Services

• Improve IT Service Management processes and practices
  • ITIL practices
    • Apply ITIL best practices to service management.
    • Collaborate with cross-functional teams to improve service delivery.
    • Monitor service performance, identify bottlenecks, and implement corrective actions.
    • Continuously enhance service quality and customer experience.
  • Agile Practices
    • Champion Agile principles within the Division.
    • Collaborate with development teams to streamline processes.
  • Service Delivery
    • Manage service-level agreements (SLAs) and ensure compliance.
    • Monitor service metrics, analyze trends, and recommend improvements.
    • Resolve escalated service issues promptly.
    • Foster a customer-centric culture.
  • Optimization
    • Identify areas for process improvement and automation.
    • Implement efficient workflows and standard operating procedures.
    • Measure and report on key performance indicators (KPIs).
• Optimize Management of Outsourcers’ contracts
• For the duration of their engagement with WIPO, the Senior Services and Operations Manager will act as the primary contact point for the outsourcers, that is the providers of IT services with which WIPO established outsourcing contracts. The Operations Manager will:
  • Coordinate Communication: Act as the central point of contact for all communication between the organization and outsourcing partners. This ensures smooth collaboration and timely resolution of any queries or concerns.
  • Facilitate Collaboration: Establish and maintain strong relationships with service providers. Collaborate with cross-functional teams within the organization (such as procurement, legal, and finance) to ensure alignment and consistency in interactions with outsourcers.
  • Ensure Compliance: This involves tracking milestones, deliverables, and performance metrics.
• Provide Additional Services as needed

3. Reporting

The consultant with report to the Director, IT Technical Division

4. Profile

• Qualifications (Essential)
  • Bachelor’s degree in a relevant field (e.g., Computer Science, Business Administration).
  • Master’s degree in a relevant field (e.g., Computer Science, Business Administration) is an advantage (Desirable)
  • Proven experience in the implementation and optimization of IT Service Management processes.
  • Strong command of Agile methodologies.
  • Sound understanding of IT outsourcing contracts’ management
• Experience (Essential)
  • At least five years of experience in a similar role.
• Language (Essential)
  • Excellent knowledge of written and spoken English.
• Job Related Competencies (Essential)
  • Excellent analytical and problem-solving skills.
  • Team spirit.
  • Ability to work quickly and accurately under pressure.
  • Excellent communication and interpersonal skills and ability to maintain effective working relations in a multi-cultural environment with sensitivity and respect for diversity.

5. Duration of Contract and Payment

The applicant shall provide an indication of their remuneration expectations in Swiss Francs (daily rate).

The contract is valid for 12 months and may be renewed upon satisfactory performance and availability of funds for a further 12 months.