Title of Assignment: Consultant - Senior Services and Operations Manager

Name of unit/sector: Architecture and Technology Division, Information and Communication Technology Department

Place of Assignment: WIPO Headquarters (34, chemin des Colombettes, CH-1211 Geneva 20, Switzerland)

Expected duration of assignment: 12 months, renewable up to 24 months at a 100% activity rate.

1    OBJECTIVE OF THE ASSIGNMENT

The objective of this consultancy is to provide specialized advisory and delivery services to enhance operational excellence and support secure, scalable it service delivery. The consultant shall leverage expertise in itil, agile methodologies, cloud environments, and cybersecurity to assess, design, and implement improvements to it service management processes, support infrastructure modernization initiatives, and deliver high-quality, cost-effective services aligned with the organization’s strategic objectives.

2    DELIVERABLES/SERVICES

For the duration of the consultancy, the consultant shall provide the following services and deliverables: 

2.1 IMPROVE IT SERVICE MANAGEMENT PROCESSES AND PRACTICES 

2.1.1    ITIL practices
-    Apply ITIL best practices to service management.
-    Collaborate with cross-functional teams to improve service delivery.
-    Monitor service performance, identify bottlenecks, and implement corrective actions.
-    Continuously enhance service quality and customer experience.

2.1.2    Agile Practices
-    Champion Agile principles within the Division.
-    Collaborate with development teams to streamline processes.

2.1.3    Service Delivery
-    Manage service-level agreements (SLAs) and ensure compliance.
-    Monitor service metrics, analyze trends, and recommend improvements.
-    Resolve escalated service issues promptly.
-    Foster a customer-centric culture.

2.1.4    Optimization
-    Identify areas for process improvement and automation.
-    Implement efficient workflows and standard operating procedures.
-    Measure and report on key performance indicators (KPIs).

2.2    OPERATIONS MANAGEMENT

-    Direct global IT operations, including cloud, hybrid, and on-premises systems. 
-    Manage Service Continuity and Disaster Recovery documentation and tests.
-    Be the focal point for internal and external audits.

2.3    VENDOR AND OUTSOURCER MANAGEMENT

For the duration of the consultancy, the Consultant shall provide vendor and outsourcer coordination services in relation to IT service providers engaged under existing outsourcing contracts with WIPO.

Within this scope, the Consultant shall:

-    Coordinate Communication: Act as the central point of contact for all communication between the organization and outsourcing partners. This ensures smooth collaboration and timely resolution of any queries or concerns.
-    Facilitate Collaboration: Establish and maintain strong relationships with service providers. Collaborate with cross-functional teams within the organization (such as procurement, legal, and finance) to ensure alignment and consistency in interactions with outsourcers.
-    Ensure Compliance: This involves tracking milestones, deliverables, and performance metrics.

2.4    ADDITIONAL RELATED SERVICES

Provide ad-hoc, clearly defined advisory or delivery services for special projects, digital initiatives, and operational improvements, subject to mutually agreed scope, deliverables, and timelines.

3    REPORTING

The incumbent will report to the Director, IT Architecture and Technology Division.

4    PROFILE 

4.1    QUALIFICATIONS (ESSENTIAL)
-    Master’s or Bachelor’s degree in Computer Science, Business Administration, or related field. 
-    Extensive experience in IT service management, digital transformation, and infrastructure modernization. 
-    Proven track record in leading global teams, managing large-scale projects, and driving operational excellence. 
-    Sound understanding of the management of IT service and outsourcing contracts.

4.2    EXPERIENCE (ESSENTIAL)
-    Minimum 10 years in IT leadership roles, including product, project, and infrastructure management. 
-    Demonstrated success in managing large projects impacting a significant user population, such as large digital workplace transformation initiatives.

4.3    CERTIFICATIONS (ESSENTIAL AND DESIRABLE)
-    ITIL Foundation (Essential) 
-    PRINCE2 Practitioner (Desirable) 
-    Microsoft Productivity and Cloud – related certifications (Desirable)
-    Agile/Scrum relevant certifications (Desirable) 

4.4    LANGUAGE (ESSENTIAL AND DESIRABLE)
-    Excellent knowledge of written and spoken English.
-    Ability to communicate at intermediate level in French is highly desirable.

4.5    JOB RELATED COMPETENCIES (ESSENTIAL)
-    Strategic thinking, analytical and problem-solving skills. 
-    Strong communication, relationship-building, and stakeholder management. 
-    Ability to work effectively in multicultural environments, with sensitivity and respect for diversity. 
-    Experience in driving innovation, changing management, and digital transformation. 

5    DURATION OF CONTRACT

The contract duration is established in 12 months and may be renewed based on performance, organizational needs, and budget availability, up to a maximum cumulative duration of 24 months at a 100% activity rate.

6    REMUNERATION

Applicants are requested to provide an indication of their remuneration expectations, as a Daily Rate in Swiss francs.

7    OTHER INFORMATION

ICS Consultants fall outside the coverage of employment contracts for WIPO Staff members and are not subject to the WIPO Staff Regulations and Rules. The Consultant has no entitlement to vacation or sick leave, except for WIPO official holidays, or to medical insurance or staff pension. Absences from work will be deducted from the Consultant's payment on a pro-rated basis.