ICT Service Manager

Job Description

The Role – The ICT Service Manager is responsible for managing and overseeing SPC’s ICT Service delivery across all SPC sites. This includes playing an integral role in overseeing the operations of the organisation’s service desk by ensuring optimal service levels through building strong and motivated teams. The ICT Service Manager also manages the customer service relationships with internal and external stakeholders, and ensures that the service team meets its delivery and reporting obligations. The successful applicant must be able to demonstrate strong ability, and the potential to lead in the following key result areas:

• Manage and operate SPC’s service management platform and the ICT service desk; provide high-quality ICT services; and identify and mitigate ICT issues
• Provide leadership that ensures effective service delivery of ICT services in all SPC locations
• Assist in the management of client relationships for all ICT services
• Collaborate with other OMD managers and teams across SPC to implement systems and process improvements
• Support the ICT full cost recovery model and ensure that ICT services are financially sustainable, well-managed and cost-recovered as appropriate

For a more detailed account of the key responsibilities, please refer to the job description provided.

Key selection criteria

Qualifications

• Bachelor’s degree in computer science or a relevant field, or equivalent vocational certificates and work experience that is relevant and current

Knowledge and experience

• At least six years of experience in managing a comprehensive ICT services department
• Practical experience in the delivery and execution of ICT services
• Demonstrated ability to manage ICT projects and teams
• Experience in the IT service management (ITSM) framework – in particular the information technology infrastructure library (ITIL)
• Skilled in the delivery of service strategy and service design activities

Essential skills

• Excellent communication and negotiation skills
• Ability to work collaboratively and across teams to achieve systems improvements

Language skills

• Excellent English communication skills (oral and written) with a working knowledge of French being an advantage

Interpersonal skills and cultural awareness

• Ability to work in a multicultural, inclusive and equitable environment
• Demonstrated cross-cultural skills and ability to work with team members from different cultural backgrounds

Salary, terms and conditions

Contract Duration – Three years

Remuneration – The ICT Service Manager is a Band 12 position in SPC’s 2018 salary scale, with a starting salary range of 3,393‒4,242 SDR (special drawing rights) per month, which currently converts to approximately FJD 9,705–12,131 (USD 4,683–5,853; EUR 4,196–5,245). An offer of appointment for an initial contract will normally be made in the lower half of this range, with due consideration given to experience and qualifications. Progression within the salary scale will be based on annual performance reviews. Remuneration of expatriate SPC staff members is not subject to income tax in Fiji; Fiji nationals employed by SPC in Fiji will be subject to income tax.

Benefits for international employees based in Fiji – SPC provides a housing allowance of FJD 1,170–2,625 per month. Establishment and relocation grant, removal expenses, airfares, home leave, medical and life insurance and education allowances are available for eligible employees and their recognised dependents. Employees are entitled to 25 days of annual leave and 30 days of sick leave per annum, and access to SPC’s Provident Fund (contributing 8% of salary, to which SPC adds a matching contribution).

Languages – SPC’s working languages are English and French.

As an equal-opportunity employer, SPC recruits on merit; however if two interviewed candidates are ranked equally by the selection committee, preference will be given to nationals of Pacific Island countries and territories.

SPC is committed to child protection, irrespective of whether any specific area of work involves direct contact with children. SPC’s Child Protection Policy is written in accordance with the Convention on the Rights of the Child. Successful candidates will be required to provide a police clearance certificate.

Application procedure

Closing Date – 31 May 2018

Applicants must apply online.

Hard copies of applications will not be accepted.

For your application to be considered, you must provide us with:

• an updated resume
• contact details for three professional referees
• a cover letter detailing your skills, experience and interest in this position
• responses to all screening questions

Please ensure your documents are in Microsoft Word or Adobe PDF format.

Applicants should not attach copies of qualifications or letters of reference. These documents may be requested at a later stage.

For international staff in Fiji, only one foreign national per family can be employed with an entity operating in Fiji at any one given time. The Pacific Community does not support dual spouse employment.

Please ensure that you respond to all the screening questions. If you do not respond to the screening questions, your application will be considered incomplete and will not be reviewed at shortlisting stage.

Screening Questions:

1. Please describe any involvement you have had with a major ITIL-based ITSM solution, such as ServiceNow.
2. Describe a service improvement project you have worked on and your level of involvement in both planning and deployment.
3. Describe your level of experience in managing a mid-sized team (between 10 and 20 staff) of systems administrators and technicians in a geographically dispersed environment.
4. A child protection policy screening requirement: Have you been convicted of any offences involving children?

About the Organization

The Pacific Community (SPC) is the principal scientific and technical organisation in the Pacific region, supporting development since 1947. We are an international development organisation owned and governed by our 26 country and territory members. In pursuit of sustainable development to benefit Pacific people, our organisation works across more than 20 sectors. We are known for our knowledge and innovation in such areas as fisheries science, public health surveillance, geoscience, and conservation of plant genetic resources for food and agriculture.

The Operations and Management Directorate (OMD) provides corporate services to all SPC divisions and programmes. It consists of three key teams: Finance, Human Resources and Information Services. OMD is focused on improving the effectiveness of systems, policies and management so as to provide high-quality customer-oriented services.

More information