National IT Operations Officer NOB (23801) at World Food Programme

JOB PURPOSE

To deliver efficient and effective IT and Telecommunications (TC) services, contributing to sound, innovative solutions that enable staff to deliver food assistance to beneficiaries, in line with WFP’s strategy.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the supervision of the Regional IT Officer, the IT Operations Officer will be responsible for service management in the Johannesburg Regional Bureau for Southern Africa, providing operational management and support in the Johannesburg office and service management oversight and support for Country Offices (CO). They will closely work with the service management team in Head Quarters (HQ) to automate, streamline and improve service delivery.

The tasks will include but not limited to:

• Management of the RB IT Service Desk staff and processes, providing support to maintain IT systems and networks to ensure seamless delivery of IT services to WFP and other UN Agency staff. 
• Design and implement improvements to service management processes including Incident, Problem, Change and Service Catalogue Management, as well as tool configuration and implementation for service delivery improvements.
• Provide oversight and guidance of service management for country office IT units, working with CO IT staff to ensure that service levels are maintained, liaising with IT Service Desk or HQ as required to ensure issues are escalated and resolved in a timely manner.
• Develop and administer requirements for maintaining satisfactory service levels using Service Management processes.
• Oversee the IT procurement process, ensuring office needs are met, technical specifications and documentation are provided to support the procurement of TC/IT equipment and services at optimised cost and in line with WFP rules and regulations.
• Oversee management of vendor contracts to ensure services and equipment are delivered as per contract, payments are processed on time and service level agreements are met.
• Project manage and deploy corporate hardware and software tools for continuous service improvement and ensure disaster recovery and emergency preparedness plans are updated.
• Collate and analyse data to create accurate reports on IT/TC activities, investments and costs, identifying and implementing initiatives to increase cost and process efficiencies.
• Provide advice to managers and staff, understanding and resolving issues, and ensuring IT policies, procedures, systems and tools are correctly applied to support them.
• Interact effectively with internal and external colleagues and user groups to understand their needs and provide appropriate technical support.
• Assist with recruitment, staff performance planning and evaluations.
• Other activities as required.