Senior Information Technology Officer (Global Operations Lead)

IMPORTANT NOTICE\: Please note that Closure Date and Time displayed above are based on date and time settings of your personal device
The length of appointment for internal FAO candidates will be established in accordance with applicable policies pertaining to the extension of appointments.

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• FAO is committed to achieving workforce diversity in terms of gender, nationality, background and culture
• Qualified female applicants, qualified nationals of non-and under-represented Members and persons with disabilities are encouraged to apply
• Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct, and to uphold FAO's values
• FAO, as a Specialized Agency of the United Nations, has a zero-tolerance policy for conduct that is incompatible with its status, objectives and mandate, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination　　
• All selected candidates will undergo rigorous reference and background checks
• All applications will be treated with the strictest confidentiality
• FAO staff are subject to the authority of the Director-General, who may assign them to any of the activities or offices of the Organization.

The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through FAO Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient and sustainable agrifood systems, for better production, better nutrition, a better environment, and a better life, leaving no one behind.

Organizational Setting
The Digital FAO and Agro-Informatics Division (CSI) is responsible for all Information Technology (IT) activities within the Organization.
CSI defines FAO IT policies, strategy, IT architecture and standards and is responsible for the provision of digital products and services utilized to deliver the mandate of the Organization and supports its operations worldwide.
CSI manages and supports a set of corporate digital products and services which collectively comprise the FAO Digital Workplace utilized by personnel across the Organization worldwide to access and utilize Organizational digital resources and data in order to perform their work regardless of location or time zone in a secure manner.
The post of Senior Information Technology Officer (Global Operations Lead) is located in the Digital FAO and Agro-Informatics Division (CSI) at FAO headquarters in Rome, Italy.

Reporting Lines
The Senior Information Technology Officer (Global Operations Lead) reports to the Deputy Director (CSI) and works under the overall guidance of the Director (CSI).

Technical Focus
The Senior Information Technology Officer (Global Operations Lead) will lead the Digital Workplace teams responsible for ensuring the warranty of digital products and services managed by CSI and utilized by FAO personnel worldwide. He/she will manage teams that provide user-facing services including\: 24/7 Global Service Desk, onsite support of users located in FAO headquarters in Rome, Italy; management of end-point devices (planning, purchase, setup, and deployment); regular coordination with field offices to ensure global needs are taken into consideration in a timely and efficient fashion; support of corporate FAO events taking place at FAO headquarters and; technical setup of all meeting rooms in FAO headquarters. In addition, the successful candidate will support management by leading activities that will aim to promote more efficient and effective Organization thorough digitalization, including a paperless office, reduced environmental impact and promotion of new digital capabilities.

Key Results
Leading strategies and provision of advice, as well as IT projects and activities, to ensure that the Organization's requirements for Information Systems (IS) and Information and Communications Technology (ICT) are effectively met.

Key Functions
• Leads specialized activities carried out by the CSI.
• Prepares work plans and monitors progress to ensure delivery of operations and/or projects outputs as per Organizational needs and agreed priorities.
• Manages the financial and human resources assigned.
• Develops, monitors and reports on key performance indicators of the assigned functions.
• Advises senior management on IT matters including the implications of various functional and technological alternatives and on IS/ICT strategies, governance and standards including their impact on the Organization's ability to deliver its programmes.
• Leads the planning, coordination and setting of policies for the development and implementation of an Organization-wide IS/ICT strategy and for the development of supporting standards, procedures and practices according to the agreed work plans.
• Leads special projects and supervises staff, including external service providers and consultants.
• Represents the Organization and the Division in formal meetings, negotiations, and/or mediation/problem resolution meetings to reach agreement on various IT issues and/or to resolve difficult or contentious problems.
• Promotes initiatives under the Organization's work on the Corporate Environmental Responsibility Strategy, to reduce emissions, increase efficiency and integrate sustainability into the Organization's daily operations.

Specific Functions
• Leads the various teams of Global Operations within the CSI Digital Workplace stream ensuring support is provided at defined levels and agreed-upon work plans are executed as agreed.
• Ensures provision of 24/7 worldwide support through the Global Service Desk as per defined parameters.
• Reviews global support model on regular intervals and takes all necessary measures to improve response and resolution to user requests for support and services.
• Manages all Information Technology Service Management (ITSM) related work within CSI, ensuring that processes are fit-for-use and fit-for-purpose.
• Advises management of modifications/enhancements needed to improve operations.
• Takes ownership of the CSI Service Catalog, liaising with service owners to ensure services are published and up-to-date, including defined service levels and key performance indicators.
• Oversees service levels and key performance indicators under his/her areas of responsibility to ensure that targets are met as defined.
• Oversees all digital aspects for corporate events that take place at FAO headquarters in Rome, Italy. This includes ensuring that all ICT capabilities are in place and available as per defined timelines during the complete event lifecycle and that CSI personnel is also in place to provide the necessary support.
• Ensures that CSI contributions to various forums, including the Corporate Environmental Responsibility, are up-to-date.
• Performs other tasks as required.

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CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements
• Advanced university degree in computer science, information technology, information systems, software engineering, electric or electronic engineering, mathematics, statistics or a related field.
• Ten years of relevant experience in leading diverse teams supporting a complex and diverse user base across multiple time zones both on-site and through remote means.
• Working knowledge (proficient - level C) of English and limited knowledge (intermediate - level B) of another official FAO language is desirable (Arabic, Chinese, French, Russian or Spanish).

Competencies
• Results Focus
• Leading, Engaging and Empowering
• Communication
• Partnering and Advocating
• Knowledge Sharing and Continuous Improvement
• Strategic Thinking

Technical/Functional Skills
• Work experience in more than one location or area of work, particularly in field positions, is essential.
• Extent and relevance of experience in the field of the Corporate Environmental Responsibility is an asset.
• Extent of experience in leading multiple teams providing user-facing services within an environment similar to FAO in size and complexity.
• Extent of experience and knowledge in utilizing Information Technology Service Management (ITSM) methodology for the provision of services using processes such as incident management, request fulfillment, change management and configuration management.
• ITIL (Information Technology Infrastructure Library) knowledge and certification is an asset.
• Extent of experience in organizing and managing a Service Desk, including defining and monitoring service levels and key performance indicators.
• Extent of experience in coordinating Information Technology (IT) aspects of large-scale events across the complete lifecycle, including meeting room preparation and availability of the necessary IT resources in close collaboration with various technical teams.
• Demonstrated experience in management of contracts and negotiation with external vendors for the provision of products and services.
• Demonstrated experience in preparing project proposals, management reports and other documents related to the area of work.
• Extent and relevance of experience in the field of corporate environmental responsibility is an asset.

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FAO staff are expected to adhere to FAO Values of Commitment to FAO, Respect for All and Integrity and Transparency.

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• Extension of fixed term appointments is based on certification of performance and availability of funds
• FAO reserves the right not to make an appointment.
• Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances.

CONDITIONS OF SERVICE

• To apply, visit the recruitment website at Jobs at FAO and complete your online profile. We strongly recommend that your profile is accurate, complete and includes your employment records, academic qualifications, and language skills
• Candidates are requested to attach a letter of motivation to the online profile
• Once your profile is completed, please apply, and submit your application
• Please note that FAO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http\://www.whed.net/
• Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work, character, education, military and police records to ascertain any and all information which may be pertinent to the employment qualifications
• Incomplete applications will not be considered
• Personal information provided on your application may be shared within FAO and with other companies acting on FAO’s behalf to provide employment support services such as pre-screening of applications, assessment tests, background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time, by withdrawing your application, in such case FAO will no longer be able to consider your application
• Only applications received through the FAO recruitment portal will be considered
• Your application will be screened based on the information provided in your online profile
• We encourage applicants to submit the application well before the deadline date.

If you need help or have queries, please create a one-time registration with FAO’s client support team for further assistance\: https\://fao.service-now.com/csp

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