Position title: Manager, Service Delivery (IT)
Location: Geneva
Purpose of the position: This role has responsibility for support across all the application and service solutions provided by IT and continual service improvement with our user base and external vendors.
Department: Public Engagement and Information Services
Team: Knowledge Management & Technology Solutions
Reports to: Senior Manager, Service Delivery Management
N° of positions supervised (if applicable): 0 Staff, Oversight of ~10 managed service resources
Career step level: 3
BACKGROUND
Gavi, the Vaccine Alliance is a public-private partnership committed to saving children’s lives and protecting people’s health by increasing equitable use of vaccines in lower-income countries. The Vaccine Alliance brings together implementing country and donor governments, the World Health Organisation, UNICEF, the World Bank, the vaccine industry, technical agencies, civil society, the Bill & Melinda Gates Foundation and other private sector partners. Gavi uses innovative finance mechanisms, including co-financing by recipient countries, to secure sustainable funding and adequate supply of quality vaccines. Since 2000, Gavi has contributed to the immunisation of more than 822 million children and the prevention of more than 14 million future deaths.
The Service Delivery role is responsible for operational and service management processes related to Gavi IT platforms, applications, networks, end-user computing and service desk, to ensure quality, efficiency and agility goals are achieved. The Service Delivery Manager will participate and lead in various projects to continually improve the effectiveness and security of respective Gavi IT services. In addition, this role will manage the technology and service aspects of all conferences and meetings with internal and external partners and vendors who provide the related services.
MAIN DUTIES/RESPONSIBILITIES
• Oversight of the Service Delivery team and managed service provider(s) including end-user computing services, and the service delivery provided by various suppliers; ensures continuous service improvement through vendor management;
• Ensures lifecycle license management is in place and reported on;
• Ensures enterprise disaster recovery and business continuity;
• Work effectively with IT Business Partners and the Application Support teams on prioritising application changes and releases following the Gavi change and release management process;
• Ensures global events like board meetings are run without issue and exceed business requirements and expectations;
• Analyses operational performance metrics across all areas of responsibility and identify trends and recommendations for avoiding issues and enhancements as needed.
Note: The essential functions listed in this section are not limited only to the tasks listed and may include other duties as assigned.
QUALIFICATIONS
ACADEMIC
• A university degree in computer science, information systems, business administration or related field, or equivalent work experience.
WORK EXPERIENCE
• Minimum of 5 years of experience in IT and business/industry with 2 years minimum in managing technology teams in an ITIL or CMMI environment is required;
• 3+ years of experience in large, cross-functional teams influencing management and key stakeholders effectively across the organisation and within complex contexts is highly preferred;
• Proven experience in managing vendors and managed services with excellent project management acumen is necessary;
• Extensive technical infrastructure experience in end-user computing;
• Expertise in budget planning and fiscal management is highly desirable, preferably with showback and/or chargeback models;
• Success in leveraging both traditional best practices, such as IT service management practices based on ITIL, as well as emerging methods like DevOps that are optimised for agility;
• A record of accomplishment for owning and improving operations in a high growth/dynamic environment.
SKILLS/COMPETENCIES
• Superior, service-oriented approach to infrastructure operations and end-user computing management;
• Ability to instill confidence in the business and demonstrate the business value of IT;
• Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role;
• Excellent verbal communication and presentation skills are required, including ability to work and influence business and technical personnel;
• Ability to establish and expand external provider/partner relationships and measure effectiveness of these external relationships based on quantitative contribution to business value;
• Maintain and form alliances with recognised experts and decision makers;
• Identifies and acts on opportunities for continuous improvement, demonstrating personal commitment to change through actions and words;
• Encourages prudent risk taking, exploration of alternative approaches and organisational learning while acting where the benefits to efficiency and effectiveness are weighed against potential risks;
• Possesses the ability to express IT technology decisions in terms of business outcomes by communicating ideas or positions in a persuasive manner that builds support, agreement, or commitment while taking actions that directly or indirectly influence others to create buy-in, gain trust and motivate actions in others or win concessions without damaging relationships;
• Establishes financial discipline in creating and achieving budget plans while employing sound judgment in determining how innovation will be deployed to produce return on investment. Allocates and aligns resources to meet plan objectives;
• Defines standards in terms of doing what is appropriate and doing it well while reliably meeting performance targets, and sets and achieves challenging goals.
LANGUAGES
• Fluency in written and spoken English;
• French is an advantage.
CONTACTS
• All Gavi Secretariat; including key customers such as Gavi Leadership Team;
• Managed service vendors and platform suppliers;
• Outside vendors and technologists in other companies.
If you wish to apply, please provide a cover letter and resume through our Careers webpage and apply by clicking on “Manager, Service Delivery (IT)” Deadline for applications is 28 September 2021
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