ICT Manager, Addis Ababa, Ethiopia

International Livestock Research Institute (ILRI)

Contract
Addis Ababa
Posted 1 month ago

Job Features

Job CategoryProject Management(NGO/International Org)

The Position: The International LivestockResearch Institute (ILRI) seeks to recruit ICT Manager who willcoordinate the smooth and effective operations of the different ICTfunctions in Ethiopia. In addition this position will lead theEthiopia customer service team. The job holder will oversee thebusiness component of the ICT service and coordinatesinterdisciplinary support for customer and infrastructure ICT needsin Ethiopia. The job holder will provide the primary interfacebetween the customers and the ICT Unit in Ethiopia.

ILRI works to improve food and nutritional security and reducepoverty in developing countries through research for efficientsafe and sustainable use of livestock. It is the only one of 15CGIAR research centres dedicated entirely to animal agricultureresearch for the developing world. Co-hosted by Kenya and Ethiopiait has regional or country offices and projects in East South andSoutheast Asia as well as Central East Southern and West Africa.www.ilri.org

Main Responsibilities:

Oversight and coordination of ICT services inEthiopia:

  • Coordinates and leverages on the Ethiopia ICT team forefficient service delivery and complies with Service LevelAgreements (SLA’s);
  • Interfaces with ICT customers including hosted institutes toensure customer satisfaction and compliance with hosting agreementsand ICT SLA’s;
  • Coordinates the reporting of the ICT Ethiopia servicedeliverables ICT projects and institutional initiatives such asone corporate system (OCS);
  • Develops regular reporting and feedback mechanisms to manageexpectations;
  • Communicates with the different ICT units and follows-up onissues through to completion;
  • Provides input to the strategic planning process investmentplans and annual work planning processes;
  • Develops interdisciplinary work plans across the ICT functionsthat are aligned with business and organizational goals as well asEthiopia priorities and regularly monitors progress;
  • Develops ICT budget monitors expenditures and makesadjustments on the budget as applicable;
  • Ensures full cost recovery of ICT services in Ethiopiaoversees 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 timelystockholder communications;
  • Oversees and reviews outsourced service delivery in ICT areaparticipates in improving the outsourcing processes conductsregular review meetings to resolve identified issues and introducesimprovements.

Management of ICT customer service function inEthiopia:

  • Accountable for performance of the ICT customer service team inEthiopia.

Service desk:

  • Oversees updates on issues to ensure client satisfaction andproductivity;
  • 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 performanceupgrades to PCs including installation of new hardware or softwareon an individual or large-scale basis;
  • Plans and schedules the installation and deploymentprojects.

Service level agreement:

  • Coordinates and leverages on the Ethiopia ICT team forefficient service delivery and complies with Service LevelAgreements (SLA’s);
  • Interfaces with ICT customers including hosted institutes toensure customer satisfaction and compliance with hosting agreementsand ICT SLA’s;
  • Coordinates the reporting of the ICT Ethiopia servicedeliverables ICT projects and institutional initiatives such asone corporate system (OCS);
  • Develops regular reporting and feedback mechanisms to manageexpectations;
  • Communicates with the different ICT units and follows-up onissues through to completion;
  • Provides input to the strategic planning process investmentplans and annual work planning processes;
  • Develops interdisciplinary work plans across the ICT functionsthat are aligned with business and organizational goals as well asEthiopia priorities and regularly monitors progress;
  • Develops ICT budget monitors expenditures and makesadjustments on the budget as applicable;
  • Ensures full cost recovery of ICT services in Ethiopiaoversees 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 timelystockholder communications;
  • Oversees and reviews outsourced service delivery in ICT areaparticipates in improving the outsourcing processes conductsregular review meetings to resolve identified issues and introducesimprovements.
  • Accountable for performance of the ICT customer service team inEthiopia.
  • Oversees updates on issues to ensure client satisfaction andproductivity;
  • Researches trouble issues which affect multiple clients;
  • Generates monthly activity and status reports;
  • Reviews and approves checklists and scripts
  • Assesses/analyses the need for and implements performanceupgrades to PCs including installation of new hardware or softwareon an individual or large-scale basis;
  • Plans and schedules the installation and deploymentprojects.
  • Ensures service-level agreements are met;
  • Monitors and reports on progress such as management ofincidents problems changes releases configurations and assetsand make recommendations;
  • Provides monthly support reports.
  • Provides input to the design of business continuity anddisaster recovery procedures;
  • Designs standard image and designs alternate images asneeded;
  • Reports phishing and threats attempts.
  • Master’s or bachelor’s degree in Computer Science InformationSystems or other related fields
  • Project management certification i.e. PMI PRINCE2 or similarcertifications preferred
  • Demonstrated knowledge of complex hardware and softwareproducts and problem solving / diagnostic skills
  • Certification as a Microsoft Certified Desktop SupportTechnician (MCDST) or Microsoft Office Specialist (MOS) orMicrosoft Certified Systems Engineer (MCSE) or InformationTechnology Infrastructure Library (ITIL) or CompTIA A+
  • Five years’ experience for master’s degree or eight years’experience for bachelors
  • Hands-on experience in technical management informationanalysis computer hardware/software systems computer networksnetwork administration and network installation
  • Excellent communication and interpersonal skills with theability to pass on information
  • Good logical diagnostic skills and ability to exercise goodjudgment in the resolution of problems
  • Ability to multi-task in dealing with several differentproblems at a time
  • Ability to meet deadlines monitor and follow-up on pendingmatters under minimum supervision
  • Business continuity management
  • IT service and operations management
  • IT business process design
  • Knowledge of corporate information systems
  • Results orientation
  • Stakeholders management

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