ICT Service Management Officer

The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization that works to protect and assist people affected by armed conflict and other situations of violence. To find out more about ICRC’s mission and its activities visit www.icrc.org.

The Global Information System Support (GISS) unit provides a global support service to the ICRC worldwide operations. In this context, the ICT Service Management Officer will be responsible for providing service management capabilities as per ITIL best practices. Coordinating with the Service Manager in Geneva, the ICT Service Management Officer acts as ICT service management tool focal point, deputy of the Change Manager, and leads change processes between "build" and "run" activities. S/he limits the risk of potential negative impacts on delivered ICT services and is responsible for the ICT service portfolio including service design and removal.

The BSSC is looking for a suitable candidate to fill the following position:

ICT Service Management Officer

(location: Belgrade)

MAIN TASKS

• Acts as Change manager deputy and chairs and/or facilitates the Change Advisory Board (CAB) whenever needed
• Follows up on the build-to-run transition of projects and maintenance, in collaboration with Project managers and those responsible for various platforms, to ensure processes are coherent; reports disagreements and refers decisions to ICT management
• As the Change manager deputy, ensures that all internal and external stakeholders affected by a change have been informed according to ITIL best practice
• As a Change manager deputy, ensures that software or hardware changes are planned to avoid unpredictable results and business risks and to minimize downtime in accordance with the defined SLA’s
• Acts as application owner of the Service management tool including configuration and administration
• Manages and adds new services to the ICT catalogue of services
• Communicates with users using the appropriate channels
• Provides training to internal and external stakeholders as required
• Participates in the continuous improvement process whenever applicable
• Produces reports on the different types of activities and the delays

REQUIRED PROFILE

• Typically, 6-8 of years professional experience
• Minimum 4 years of professional experience in the IT field
• ITIL certification(s)
• Proven experience with enterprise level Service management tool, knowledge of ServiceNow is an asset
• Very good command of English, French language an asset
• Good communication skills, great autonomy, a strong sense of rigor and result, analytical and synthesis skills, respect for humanitarian values, eagerness to share information and knowledge, excellent listening skills
• End-user service-oriented, open-minded and adaptable
• Well organized, able to handle multiple tasks, and prioritize with the capacity to work under pressure in exceptional circumstances
• Previous experience with the International Red Cross and Red Crescent Movement, ICRC or other humanitarian organization is an asset

WHAT WE OFFER

• Work and progressive professional development in an exciting international humanitarian environment
• An inspiring opportunity to practice your profession in a humanitarian and multicultural organization
• Stimulating benefits package

If you are interested in this position, please send us your CV and Motivation letter exclusively in English.

Only shortlisted candidates will be contacted.