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.

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.