The Digital Infrastructure and Operations Division (DKI/DIO) groups corporate-wide IT business relationship management, digital workplace, infrastructure, operations and support services managed by EXD/DKI.
Within the DKI/DIO Division, as the Head of Digital Workplace Services - which is a core IT operational management role – you will lead a team of staff, and manage services and external resources providing cost-effective, quality, digital workplace services encompassing the IT Service Desk, device engineering, local equipment management and support, decentralised printing, and advanced support. Reporting to the Head of Division for DIO, you will also be responsible for establishing, maintaining and ensuring compliance with service delivery procedures and processes.
Main Responsibilities:
IT Service Management:
Perform contract management for the respective outsourced end-user support services, including ensuring compliance with the defined end-to-end commitments, ensuring service level compliance and collecting feedback, facilitating operational governance, and managing the service catalogue.
Assure cost-effective, quality, digital workplace services for the IT Service Desk, device engineering, local equipment management and support, decentralised printing, and advanced support services, ensuring that all adopted processes adhere to industry standards and ITIL best practices.
Establish, maintain and ensure compliance with service delivery procedures and processes; carry out periodic reviews to ensure their effectiveness and value for money.
Manage the park of PC, mobile and decentralised printing equipment, the corporate equipment replacement plan, effective provisioning and inventory management; co-ordinate horizontal initiatives and project implementation as required.
Manage IT support for key corporate events such as the Ministerial, and other high=level meetings.
Management:
Work closely with other teams to ensure an integrated cross-practice vision of EXD products and services; ensure that proposed digital workplace services meet corporate requirements; establish, apply and ensure compliance to service management standards and methodologies; define, implement and manage a service sourcing strategy to meet the Organisation’s requirements. Participate in post-deployment reviews.
Manage relations with third-party suppliers to ensure the required level of service is provided and value for money is maximised for the Organisation.
Provide regular management reporting and key performance indicators.
Lead and manage a team of approximately 10 staff, in addition to external service providers.
Assist in the management of the DKI/DIO Division, the preparation of the Programme of Work and Budget and the continuous improvement of associated practices.
Keep abreast of advances in current and emerging industry trends, related technologies, methodologies and best practices.
Qualifications:
Ideal Candidate Profile:
An advanced university degree in information technology, business administration or a related field, or equivalent practical experience.
Thorough knowledge of IT project management methodologies and industry frameworks, with associated certification or equivalent practical experience.
Professional Background:
At least eight years of experience in managing large, complex IT service delivery projects, their implementation, production and support activities and associated budgets. Experience procuring, externalising and managing selected services, with proven industry expertise and strong business acumen.
Extensive experience managing and delivering effective digital workplace services, including managing corporate-wide IT support.
Extensive experience guiding, managing and developing diverse staff and their career objectives in a matrixed organisational structure.
Substantial experience advising on digital strategy and IT trends, and drafting related recommendations or policies.
Broad knowledge of current and emerging technologies, industry trends and best practices together with demonstrated experience evaluating their strategic value.
Experience in an international and cross-cultural setting would be preferable.
Languages:
Fluency in one of the two OECD official languages (English and French) and knowledge of the other, with a commitment to reach a good working level.
