Duties and Responsibilities:
Under the broad direction of the Chief Information Officer/Deputy Chief Information Officer, the Division Chief (DC) will oversee the user facing aspects of IT services including the Help Desk, desk-side support, print services and communications. The DC will lead and manage the IT Client Services Division to ensure that it delivers high quality and cost-effective IT support services, provides excellent customer service, and promotes appropriate and effective use of the Fund's IT environment by Fund staff. The DC is expected to act as an advocate for both the general user community and IT and to foster collaboration and respect both within the division and across divisional boundaries.
Specific responsibilities to accomplish these duties include:
Responsible for the provisioning of general end-user support in the Fund (includes support for mission teams, senior staff, Fund management and Executive Directors and the operation of a highly responsive IT Help Desk) and for the installation, support, and logistics of end-user hardware.
Stay focused on high quality, cost-effectiveness and excellent customer service.
Responsible for the provisioning of network administration services (e.g., maintenance of mail groups, lists, network access permissions).
Manage the Fund's production print shop, network and desktop printers and services.
Define, coordinate, and oversee IT services management practices, and manage the Configuration Management Data Base (CMDB) to support IT services and troubleshooting, and ensure Service Level Management and ITIL practices such as Incident, Problem, Release, Configuration and Change management are adopted and adhered to.
Manage the Division's budgets and contracts with vendors.
Lead the vendor management office, including 2 staff augmentation contracts and a global outsourcing contract for application maintenance and development.
Manage the remote office support for 118 remote locations and provide guidance to the Resident Representative Coordinators group.
Oversee the installation, maintenance, and support of fixed line and mobile telephony and telecommunications devices and provision of related services.
Operational support of one of the Fund's most critical financial systems-the Society for Worldwide Interbank Financial Telecommunication (SWIFT) system.
Manage the performance of the staff of the Division and sponsor staff development.
Provide timely, creative, and effective communications to end users, as well as solicit feedback from end users and their representatives (including chairing the Systems Executives Forum, a group of departmental representatives that serve as technology liaisons).
Interact closely with all IT divisions and in particular with the Infrastructure division to provide business requirements on behalf of Fund staff and to collaborate on the implementation of major projects such as the PC refresh, client software upgrades including Office, DM, etc.
Contribute to IT management and the formulation of IT strategy, architecture, standards, and plans.
Act as a Business Relationship Manager for selected Fund Departments or Offices and represent the division at departmental and interdepartmental meetings and Fund-wide committees.
Establish, maintain, and report key measures of the business value of these operations.
The successful candidate should have a strong background in the management of IT activities, including skills and experience in the planning, evaluation, development, implementation, maintenance, and support of the technology systems.
The candidate should have leadership and management abilities including analytical thinking, decisive judgment, ability to motivate staff, and strategic vision. He/she should have a strong grasp of developments in information technology and should be able to evaluate how these developments can be best applied to achieve institutional objectives.
In addition, the candidate should possess the strong interpersonal skills needed to perform supervisory functions within the division and to collaborate effectively with staff in other divisions or departments. As the senior staff assignments in the Technology and General Services Department may be rotated, the candidates will be evaluated on their ability to function in various managerial roles within the Department.
Experience in a managerial position overseeing the adoption of ITIL practices to provide IT services and/or the provision of end user IT services such as the Help Desk is a plus.
International Monetary Fund - 20 months ago