About UN University (UNU)
The United Nations University (UNU) is an international community of scholars engaged in policy-oriented research, capacity development and dissemination of knowledge, furthering the purposes and principles of the Charter of the United Nations. UNU’s mission is to contribute, through research and capacity building, to efforts to resolve the pressing global problems that are the concern of the United Nations and its Member States.
For the past four decades, United Nations University (UNU) has been a go-to think tank for impartial research on human survival, conflict prevention, sustainable development and welfare. With more than 400 researchers in 12 countries, UNU’s work spans the 17 Sustainable Development Goals, generating policy-relevant knowledge to effect positive global change. UNU maintains more than 200 collaborations with UN agencies and leading universities and research institutions across the globe.
The UNU Campus Computing Centre (C3) serves as the technology arm of the United Nations University, providing responsive, user-focused and cost-effective information and communications technology (ICT) solutions that assist UNU and its institutes in successfully achieving their respective missions. In fulfilling this responsibility, C3 is committed to guiding the University’s strategic technology direction and overseeing the coordination and support of ICT infrastructure, resources, and services in alignment with the University’s mission and goals. C3 provides a collection of shared ICT services to the entire University under the vision of the Global Office.
This ICT Development & Operations Manager has a cross-functional role that is a core contributor towards the strategic development and implementation of the UNU ICT strategic plan. The successful candidate will support the development and implementation of ICT policies, guidelines, and strategic initiatives, including ICT frameworks, services, operational workflows, and core systems. Additionally, the incumbent will be tasked with the operationalization of ICT policies and guidelines, including the supervision and development of the Helpdesk team and the management of hardware and software procurement workflows.
Responsibilities
Under the supervision of the ICT Manager, the incumbent will be responsible for the following tasks:
1. Development
- Support the development of the UNU ICT strategic plan, ICT policies, ICT guidelines, and other strategic initiatives.
- Identify and develop operational areas and solutions of strategic importance.
- Manage and optimize operations-related tools and processes to align with the UNU’s ICT roadmap and direction towards digital transformation.
- Support the analysis and reporting on the performance of digital initiatives to track their progress and success.
2. Operations
- Operationalize ICT policy and guidelines related to ICT operations.
- Supervise ICT hardware and software procurement workflows via ERP.
- In coordination with the procurement unit, manage relationships with ICT vendors and service providers to ensure smooth and efficient ICT operations.
- Supervise and develop junior team members.
- Evaluate existing and new systems and workflows to identify opportunities for automation and improvement.
- Streamline and automate ICT operations and systems.
- Support the operations and advancement of the Global Office.
- Supervise MDM and telephony platforms and provide additional support as needed.
3. Helpdesk
- Oversee Helpdesk and helpdesk team ensuring prompt issue resolution.
- Identify opportunities to add value to helpdesk processes and systems.
4. Security
- Implement information security controls and protocols according to UNU guidelines and best practices.
- Support ICT security operations through the development, review, and operationalization of workflows.
- Develop and operationalize ICT security incident response playbooks and associated materials.
5. Perform other duties as assigned by supervisor.
Key performance indicators
- Contribution to the UNU ICT Strategic Plan lifecycle.
- Contribution to the implementation of UNU ICT Strategic Plan.
- Operational efficiency of Helpdesk team.
- Quality and level of support provided to C3 team.
Competencies
Values:
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Inclusion — take action to create an environment of dignity and respect for all, regardless of age, culture, disability, ethnicity, gender, gender identity, gender expression, geography, grade, language, nationality, racial identity, religion, sex, sex characteristics, sexual orientation, social origin or any other aspect of identity
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Integrity — act ethically, demonstrating the standards of conduct of the United Nations and taking prompt action in case of witnessing unprofessional or unethical behaviour, or any other breach of UN standards
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Humility — demonstrate self-awareness and willingness to learn from others
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Humanity — act according to the purposes of the United Nations: peace, dignity and equality on a healthy planet
Behaviours:
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Connect and collaborate — build positive relationships with others to advance the work of the United Nations and work coherently as One UN
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Analyse and plan — seek out and use data from a wide range of sources to understand problems, inform decision-making, propose evidence-based solutions and plan action
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Deliver results with positive impact — hold oneself and others accountable for delivering results and making a positive difference to the people and causes that the United Nations serves
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Learn and develop — pursue own learning and development and contribute to the learning and development of others
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Adapt and innovate — demonstrate flexibility, agility and the ability to think and act in novel ways
