Chief of Section

VN Category (INT / EXT / EOI):

Job Category:

This is an external vacancy notice open to external candidates and WTO staff. It is posted on the WTO internal as well as external career site. Eligible WTO staff on short-term, fixed-term or regular contracts and interns must apply through the Workday internal career site.

This is a Fixed-term contract funded through the regular budget. The duration will be two years with the possibility of extension, unless specified in the vacancy notice.

The WTO seeks to attract and retain staff members offering the highest standards of competence, efficiency and integrity and to build an organization that is representative of the Members and People it serves. As an equal opportunity and inclusive employer, the WTO gives full regard to competence and welcome applications from qualified candidates irrespective of age, disability status, gender, nationality, race, religion, sexual orientation, social origin or any other characteristic. Applications from non-represented Members ( link ) are particularly encouraged for all positions.

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The Secretariat of the WTO is seeking to fill a position of Chief of Section – Client Services in the Information Technology Solutions Division (ITSD).

The ITSD ensures the efficient operation of the WTO's information technology (IT) infrastructure as well as the development and support of the necessary systems to cover the needs of WTO members and the WTO Secretariat.

Within ITSD the IT Services Branch guarantees all support, operations and related projects of the IT Infrastructure and Client Services. There are 3 Sections within the IT Services Branch of the Information Technology Solutions Division (ITSD): IT infrastructure, Client Services and the IT Service Centre.

The Client Services Section (CSS) is a Section of 7 IT professionals, responsible for the Digital Workplace for Microsoft 365 and Client Cloud Solutions, Email Services, IT Service Management, Client Hardware Selection and Procurement, PC Deployment Infrastructure and Client Configuration Management, Application Packaging Management, Mobile Access Management, Printing and Photocopying Management, and the Design for IT User Training.

GENERAL FUNCTIONS

Reporting to the Head of IT Services, the Chief of Section Client Services, will be managing the yearly workplan and the staff of the Section with a major focus on coordinating the organization's Digital Transformation initiatives. This includes driving the adoption of AI tools and leveraging the use of Microsoft 365 solutions and services as well as fostering the development of the necessary competencies across the Secretariat.

The incumbent is expected to assume the following responsibilities:

• As the overall responsible person for all Client Services, be accountable for optimizing client service management, ensuring client satisfaction and driving continuous improvement in operational performance for all responsible services.
• Manage a team of 6 IT professionals. Organize the team, allocate the work and manage the performance. Identify relevant training and career development goals for the team.
• Manage the project portfolio of the Section and allocate the resources to each project. Oversee the dependencies in all ITSD projects that have a potential relation to Client Services.
• Advise and guide the team on best practices in project management and IT service management.
• Constantly seek for areas of improvements in support and operations.
• Contribute to build a strategy of WTO's Digital Transformation with the adoption of AI tools.
• Develop and execute a plan for the organisation to embrace changes and to get everyone on board with a common goal to increase productivity by using the latest technologies.
• Work in close collaboration with many internal and external stakeholders as well as with service providers to deliver exceptional outcomes aligned with the organizational objectives.

REQUIRED QUALIFICATIONS

Education:

Advanced university degree in computer science, information technology, computer engineering, or a similar field is required.

Alternatively, a first level university degree in the discipline combined with professional expertise equivalent to an advanced university degree may be considered.

Desirable Certifications: ITIL, project management, Microsoft certifications related to client services solutions.

Knowledge and skills:

Technical knowledge and skills:

• Experience in managing a team, delivering high level technical support, coordinating maintenance on client infrastructures and managing projects related to client services.
• Project portfolio management skills to plan resources (team members and budget).. Constant monitoring of project deliveries against objectives, time and budget and taking corrective action in case of deviations.
• Project management skills in implementing enterprise-wide Microsoft 365 solutions, including Exchange, SharePoint, and Teams.
• Coordination skills of leading Digital Transformation initiatives like AI-driven automation to enhance operational efficiency.
• Assessment of client needs, coordination of the procurement of material, software and services and management of the contracts for such IT services.
• Change management skills to influence large groups embracing the change.
• Solid knowledge of ITIL processes, particularly Incident, Change, and Problem Management.
• Strong knowledge of Microsoft 365 Apps and related Services.
• Technical basis of Microsoft Active Directory, Microsoft Endpoint Configuration Manager (MECM) infrastructure, Windows OS, IT security applicable to above areas, IT networks.

Behavioural skills:

• Strong leadership and team management skills: able to motivate and evaluate the team within agreed objectives and develop plans for personal improvements of each team member.

• Prioritize and execute tasks in demanding situations. Making sound decisions and working under stress and in an autonomous decisive and accountable manner.
• Work seamlessly with colleagues within and across divisions and functional areas to achieve common goals, share knowledge and resolve conflicts.
• Engage in active listening at several levels including within non-IT colleagues and demonstrate sensitivity to others' perspectives and remain open to feedback while developing creative solutions with a focus on providing value for the organisation.

• Build relationships with key areas like Budget & Finance and HR and optimise the Section and deliveries in line with the organisation financial and resource constraints.
• Seek and adapt emerging trends. Take them as challenges, and opportunities with a forward-thinking mindset. Engage and encourage for such mindset with innovative problem-solving, long-term planning and research.
• Handle responsibilities with a diplomatic demeanour and maintain confidentiality and discretion. Uphold high standards and integrity in all actions but with transparency, diligence, and accountability.

Organizational Competencies

Core Competencies:

• Communicating for Results
• Effective Collaboration
• Cultivating Progressive Growth
• Professional Accountability
• Relevant Digital Proficiency
• Diversity, Equity and Inclusion

Work experience:

A minimum of five years of relevant professional experience to the function and the size of technical operations and project management described in "Knowledge and Skills", out of which at least two years in a position of management of a team of similar size with similar areas of responsibilities.

Languages:

Excellent knowledge of English as well as working knowledge of French or Spanish is required.

Good knowledge of French or Spanish as an additional language is desired.

Additional Information:
 
Only applications from nationals of WTO Members will be accepted. 

The recruitment process will be undertaken as per Administrative Memorandum No. 976 (OFFICE(16)/15) on Staff Promotions and external recruitment through Vacancy Notices.

The initial fixed-term contract for positions up to grade 10 shall normally be two years, which shall be probationary, as per Administrative Memorandum No. 997 (OFFICE(23)/4) on Probation Policy. For Director positions, the Policy on evaluation of directors apply as per Administrative Memorandum No. 978 (OFFICE(17)/29).

The WTO may use various communication technologies such as video or teleconference for the assessment and evaluation of candidates. The recruitment process may also involve the use of various forms of testing, assessment centres, interviews and reference checks. 

Applicants may be required to sit a written examination. 

Applicants will be contacted directly if selected for an interview. 

Candidates not selected whose performance in the selection process nevertheless shows them to be suitable for a similar position may be kept on a roster for up to 24 months, and may subsequently be called upon as and when the need arises for additional resources.

All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the closing date – Geneva (Switzerland) time – stated in the vacancy announcement. 

PLEASE NOTE THAT APPLICATIONS RECEIVED AFTER THE CLOSING DATE WILL NOT BE ACCEPTED. 

The WTO is a non-smoking environment.