ICT Manager - EXTERNAL

  • 22 Jul 2020
  • Addis Ababa, Ethiopia
  • Full-time
  • ICT

The Position: The International Livestock Research Institute (ILRI) seeks to recruit ICT Manager who will coordinate the smooth and effective operations of the different ICT functions in Ethiopia. In addition, this position will lead the Ethiopia customer service team. The job holder will oversee the business component of the ICT service and coordinates interdisciplinary support for customer and infrastructure ICT needs in Ethiopia. The job holder will provide the primary interface between the customers and the ICT Unit in Ethiopia.

ILRI works to improve food and nutritional security and reduce poverty in developing countries through research for efficient, safe and sustainable use of livestock. It is the only one of 15 CGIAR research centres dedicated entirely to animal agriculture research for the developing world. Co-hosted by Kenya and Ethiopia, it has regional or country offices and projects in East, South and Southeast Asia as well as Central, East, Southern and West Africa. www.ilri.org

Main Responsibilities:

Oversight and coordination of ICT services in Ethiopia:

  • Coordinates and leverages on the Ethiopia ICT team for efficient service delivery and complies with Service Level Agreements (SLA’s);
  • Interfaces with ICT customers including hosted institutes to ensure customer satisfaction and compliance with hosting agreements and ICT SLA's;
  • Coordinates the reporting of the ICT Ethiopia service deliverables, ICT projects and institutional initiatives such as one corporate system (OCS);
  • Develops regular reporting and feedback mechanisms to manage expectations;
  • Communicates with the different ICT units and follows-up on issues through to completion;
  • Provides input to the strategic planning process, investment plans and annual work planning processes;
  • Develops interdisciplinary work plans across the ICT functions that are aligned with business and organizational goals as well as Ethiopia priorities, and regularly monitors progress;
  • Develops ICT budget, monitors expenditures and makes adjustments on the budget as applicable;
  • Ensures full cost recovery of ICT services in Ethiopia, oversees contractual payments and ICT income collection;  
  • Designing training programs and workshops for staff;
  • Keeps record of change requests on IT Management System;
  • Advocates, embraces and executes change through timely stockholder communications;
  • Oversees and reviews outsourced service delivery in ICT area, participates in improving the outsourcing processes, conducts regular review meetings to resolve identified issues and introduces improvements.

Management of ICT customer service function in Ethiopia:

  • Accountable for performance of the ICT customer service team in Ethiopia.

Service desk:

  • Oversees updates on issues to ensure client satisfaction and productivity;
  • Researches trouble issues which affect multiple clients;
  • Generates monthly activity and status reports;
  • Reviews and approves checklists and scripts

Client technology support:

  • Assesses/analyses the need for and implements performance upgrades to PCs including installation of new hardware or software on an individual or large-scale basis;
  • Plans and schedules the installation and deployment projects.

Service level agreement:

  • Ensures service-level agreements are met;
  • Monitors and reports on progress such as, management of incidents, problems, changes, releases, configurations and assets and make recommendations;
  • Provides monthly support reports.

Security:

  • Provides input to the design of business continuity and disaster recovery procedures;
  • Designs standard image and designs alternate images, as needed;
  • Reports phishing and threats attempts.

Academic and professional qualifications:

  • Master’s or bachelor’s degree in Computer Science, Information Systems, or other related fields
  • Project management certification i.e. PMI, PRINCE2 or similar certifications preferred
  • Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills
  • Certification as a Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Office Specialist (MOS) or Microsoft Certified Systems Engineer (MCSE) or Information Technology Infrastructure Library (ITIL) or CompTIA A+

Experience:

  • Five years’ experience for master’s degree or eight years’ experience for bachelors
  • Hands-on experience in technical management, information analysis, computer hardware/software systems, computer networks, network administration and network installation

Skills:

  • Excellent communication and interpersonal skills with the ability to pass on information
  • Good logical diagnostic skills and ability to exercise good judgment in the resolution of problems
  • Ability to multi-task in dealing with several different problems at a time
  • Ability to meet deadlines, monitor and follow-up on pending matters under minimum supervision

Technical competencies:

  • Business continuity management
  • IT service and operations management
  • IT business process design
  • Knowledge of corporate information systems

Behavioral competencies:

  • Results orientation
  • Stakeholders management

Duty Station:  Addis Ababa, Ethiopia

Job Grade:    HG 16

Monthly Base Salary: Birr 76,508 (negotiable depending on salary history of the candidate)

Terms of appointment:  This is a national position, initial appointment is for three years with the possibility of renewal, contingent upon individual performance and the availability of funding. The ILRI remuneration package for nationally recruited staff in Ethiopia includes very competitive salary and benefits such as life and medical insurance, offshore pension plan, etc.

Applications: Applicants should provide a cover letter and curriculum vitae; names and addresses (including telephone and email) of three referees who are knowledgeable about the candidate’s professional qualifications and work experience to be included in the curriculum vitae. The position and reference number: REF: IM/20/20 should be clearly indicated in the subject line of the cover letter. All applications to be submitted online on our recruitment portal: http://ilri.simplicant.com by clicking on the "Apply Now" tab above before 22 July 2020.

To find out more about ILRI visit our website at http://www.ilri.org

Suitably qualified women are particularly encouraged to apply.

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