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Associate Service Management Officer
hace 2 semanas
**Purpose of the Position**
The Associate Service Management Officer will be part of the Service Excellence team, supporting Service Management System (SMS) processes designed to optimize IT service delivery and management. By leveraging industry best practices, such as ITIL and compliance frameworks like ISO20000, this role contributes to the enhancement and continuous improvement of UNICC’s operational activities.
**Objectives of the Programme**
UNICC provides the digital foundations that support the digital transformation and future of the UN system and other international organizations.
**Main duties and responsibilities**:
The incumbent will work under the direct supervision and guidance of the Head, Service Excellence Unit (OPMX) within the Operations Division (OP) and in close collaboration with the technical teams and other members of the Infrastructure and Operations Business Section (OPM). The incumbent could be requested to perform any other tasks of similar level in related fields.
- Under guidance Supervise one or more service management portfolios within the team, ensuring processes are efficient, compliant and aligned with business objectives and OPMX best practices. Focus on identifying and eliminating inefficiencies, enhancing customer satisfaction and driving continuous improvement
- Ensure the integrity, accuracy, and access of all process documentation, maintaining compliance with ISO 20000 and other relevant standards
- Under guidance of the Head, OPMX, monitor operational performance, service effectiveness and compliance against defined KPIs and metrics. These should highlight process gaps, adherence issues, and opportunities for optimization
- Regularly produce and deliver performance reports and dashboards in line with defined metrics, with actionable insights helping teams identify bottlenecks, inefficiencies and areas of improvement. Ensure reports facilitate data-driven decision making and continuous process refinement
- Support service owners and delivery teams across UNICC by improving the flow of SMS information within the organization and with customers, ensuring that accurate data is being used to drive decision-making and enhance operational excellence
- Identify, assess and mitigate process related risks ensuring alignment with corporate risk management strategies. Proactively address risks tied to poor data quality, process weaknesses and non-compliance
- Support configuration management activities by ensuring that accurate and up to date configuration data is available and used effectively across different processes
- Under guidance, implement a systematic approach to organizing and managing service review meetings with service owners, prioritizing the identification and resolution of process issues. These meetings should foster a collaborative atmosphere where teams focus on benchmarking performance, analysing data-driven reports, and pinpointing areas for operational and process improvements
- Review and analysis of overall performance: Conduct a thorough, data-driven review of service performance, ensuring that the information presented is accurate, relevant, and aligned with the workplan. Use this analysis to identify any underlying process issues or inefficiencies that may impact service delivery
- Under the guidance of the Head, OPMX, collaborate with other organizational units to align the service management system (SMS) with other certified management systems (ISMS, BCMS, QMS), creating an integrated environment to optimize efforts and reduce costs
- Contribute to the preparation training materials on Service Management training, ensuring teams are well prepared for the ISO 20000 audit and compliance requirements
- Support the planning and preparation of internal and external audits (ISO20000, ISAE3402 and other related standards)
- With the support of the Head, OPMX, and other relevant parties track and resolve corrective actions identified during audits, providing regular updates until full closure
- Participate to Service Management planning activities ensuring alignment with operational and strategic goals
- Where requested, provide guidance to UNICC partners and Service owners on service management best practices, compliance and process optimization
- **Other**: Provide other ad hoc support either within your team or in other teams as required - this includes the participation in special projects or support to service delivery for short period of time on a part-time or full-time basis upon request from the senior management
Recruitment Profile
**Experience and Skills required**:
**Essential**:
- Two (2) years of progressive experience in IT support services
- Ability to interpret data and service performance trends
- Experience in producing and maintaining service or process related documentation
- Demonstrated knowledge of customer service fundamentals
- Good knowledge of ITSM tools and technical expertise in Windows, Linux and SharePoint environments
