Within delegated authority, the Chief, Conference and Client Support will be responsible for the following:
Plan and direct solution systems projects of significant importance to the institution, or major components of these systems which typically impact operations and large or multiple user groups. Provide expert advice on systems analysis and design; identify the need for new systems (or modifications to existing systems) or respond to requests from users; develop plans for feasibility assessment, requirements specification including information security controls, design, development and implementation, including project plans, schedules, time and cost estimates, metrics and performance measures.
Provide strategic and operational leadership to Conference Facility technology, covering but not limited to: Conference Management and Simultaneous Interpretation Systems (CMSI), Remote Simultaneous Interpretation (RSI), Audio-Visual Distribution and Control, AV Broadcasting and Recording Systems, Web Streaming, Video Conferencing, Digital Signage, and Conference Operations.
Oversee the management of Service Desk operations and ensure that incident management, and request fulfillment processes are conducted efficiently. Ensure proper asset management in cooperation with property management unit, and licenses for end-users. Review, coordinate procurement and contract activities, manage contracts for subcontracted service delivery (e.g. on-site IT support staff), participate in bid evaluation, contract negotiation, agreeing deliverables and monitor performance.
Develop cost proposals for contractual services, oversee the technical evaluation of proposals received and manage the contract service.
Track and monitor project progress against plan, requirements, quality measures, standard processes; liaise with users on all aspects and during all phases of development and implementation.
Provide professional leadership and work direction to assigned project team, and/or mentor and supervise the work of new/junior officers, contract staff, etc.
Propose policies, standards, and operating procedures to contribute towards a managed workplace, and ensure that compliance is maintained under his/her area of responsibility. Manage, mentor, support and train staff including recruiting staff, conducting performance reviews, demonstrating dynamic leadership and promoting a customer-focused approach.
Develop, implement and monitor information standards and guidelines, including testing paradigms.
Prepare technical and user documentation for entire systems and interdependent applications; prepare training materials and detailed technical presentations.
Keep abreast of developments in the field and determine the need for testing and evaluating new products and technologies; provide leadership on introducing technological changes; prepare various technical reports.
Perform other duties assigned by the Chief of the service.
PROFESSIONALISM: Demonstrated professional competence with ICT Service Level Management, Service Desk operation and support, budgetary processes, and in support issues relevant to a standard desktop and the associated applications and technologies. Ability to develop and oversee large centralized or decentralized institutional systems possessing conceptual and strategic analytical capacity to understand information systems and business operational issues to thoroughly analyze and evaluate critical systems matters. The ability to analyze and interpret data in support of decision-making and convey resulting information to management. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.
COMMUNICATION: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed.
CLIENT ORIENTATION: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.
MANAGING PERFORMANCE: Delegates appropriate responsibility, accountability and decision-making authority. Ensures that roles, responsibilities and reporting lines are clear to each staff member. Accurately assesses the amount of time and resources required to accomplish a task, and matches task to skills. Monitors progress against milestones and deadlines. Regularly discusses performance and provides feedback and coaching to staff. Encourages risk-taking and supports staff when they make mistakes. Actively supports the development and career aspirations of staff. Appraises performance fairly.
Advanced university degree (Master’s degree or equivalent) in Computer Science, Information Systems, mathematics, Business Administration, and statistics or related field is required. A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.
Successful completion of both degree and non-degree programs in data analytics, business analytics or data science programs is desirable.
Job - Specific Qualification
Service management support, such as ITIL is required.
Project Management certifications such as Prince2 or PMP is required.
A minimum of seven (7) years of progressively responsible experience in planning, design, development, and maintenance of large Conference Management and Simultaneous Interpretation Systems (CMSI) for more than 1,800 delegate units, including Remote Simultaneous Interpretation (RSI), Distribution and Control, Broadcasting and Recording, Web Streaming, Video Conferencing, and Digital Signage is required.
A minimum of seven (7) years of experience in managing multi-skills teams involved in the delivery of information and technology services, internal client support, and service desk is required.
Experience in both public and private sector organizations is desirable.
Experience in the implementation of Client Relationship Management (CRM) or ticketing tracking system is desirable.
2 years or more of experience in data analytics or related area is desirable.