Job: Telecommunications Officer - Links contract and vendor Management

JOB FAMILY: Information Management and Technology
JOB TYPE: Professional & Technical
GRADE: GF
LOCATION: Washington, DC
RECRUITMENT TYPE: Local Hire
LANGUAGE REQUIREMENT: English [Essential]
Deadline: 01-Oct-2013

Description

Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty by 2030 and boosting shared prosperity in a sustainable manner by delivering transformative information and technologies to its staff working in over 130 client countries. ITS services range from: establishing the infrastructure to reach and connect staff and development stakeholders; providing the devices and agile technology and information applications to facilitate the science of delivery through decentralized services; creating and maintaining tools to integrate information across the World Bank Group, the clients we serve and the countries where we operate; and delivering the computing power staff need to analyze development challenges and identify solutions. The ITS business model combines dedicated business solutions centers that provide services tailored to specific World Bank Group business needs and shared services that provide infrastructure, applications and platforms for the entire Group. ITS is one of three VPUs that have been brought together as the World Bank Group Integrated Services (WBGIS), to provide enhanced corporate core services and enable the institution to operate as one strategic and coordinated entity.

 

The purpose of the Infrastructure Delivery and Operations unit, within ITSGC, is to provide end to end management and/or coordination of all country offices IT infrastructure projects for the World Bank Group, manage links contracts and telecommunications vendors, and provide IT Infrastructure logistics services for ITSGC and all relevant departments in ITS. ITSID will become the single point of contact for coordination of all country office IT infrastructure projects and initiatives providing support to other ITS service units.

 

As a newly created department within the WBG Integrated Services vice presidency, ITSGC provides global communications and client services, products and support for all member organizations across the World Bank Group. Services provided by ITSGC include; global network, unified communications (Telephony and Video-conferencing), end-user device and mobility service provisioning, IT support (Helpdesk, front-line IT support and IT training) as well as coordination and implementation of all infrastructure projects facing WBG country offices. ITSGC Department Functions/Services are as follows: 1.Global Network (LAN, WAN and WiFi) design, engineering and support 2.Global Unified Communications (Telephony and Video-conferencing) 3.Provisioning and support for all end-user devices and mobility services (PCs, Tablets, Smart Phones and other network accessible devices) 4.Front-line IT support services including; Helpdesk, all levels of client-facing support as well as End-user IT Training 5.Single point of contact for coordination and implementation of all IT infrastructure projects and initiatives deploying to the WBG country offices around the world Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, he or she will retain his or her Regular or Open-Ended appointment. All others will be offered a 3 year renewable term appointment.

Within ITSGC, the Infrastructure Delivery Team (ITSID) is accountable for the program management of Country Office (CO) IT projects, relationship management with CO stakeholders, global communication link contract management and CO Infrastructure Logistics management.

ITSID is seeking a Telecommunications Officer who will be responsible for drafting requirements, sourcing, administering, and managing telecommunication related contracts and vendors. The position will work closely with internal clients, engineers, and vendors to develop a Global Telecommunication strategy and establish strategic partnership with vendors to achieve cost-effective procurement decisions. Other responsibilities include the collection of service delivery coordination and vendor SLA monitoring. The position requires high level skills in the field of telecommunication services sourcing, procurement, contracting, and SLA management.

 

The incumbent will report to the Manager, ITSID.

Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 3 year term appointment.

Duties and Responsibilities

The Telecommunications Officer provides technical support and maintenance for existing and new telecommunications services. Works on highly complex projects as a the focal point for all links contracts and vendor management; Responsibilities include, but may not be limited to the following:

 •Business Requirements: Works with customer to understand and anticipate business requirements. Analyzes and documents requirements. Reviews all requirements for accuracy. 

 •Product/ Service Evaluation: Evaluates and recommends new standard products for corporate standards list. Works with clients to evaluate and analyze software packages, tools and services. Provides recommendations based on meeting business requirements and performance.

 •Vendor/Product Evaluation: Interfaces with vendors to keep abreast of new technologies, pricing and customer applicability. Evaluates vendor solutions to ensure requirements compliance and cost-effectiveness. Recommends alternative solutions to the vendor, combining of contracts, where appropriate. Assesses any associated risks and options. Works with impacted areas to ensure proper communication/review of requirements and integration. 

 •Capacity Management Monitoring: Monitors utilization, forecasts utilization patterns, and recommends modifications or upgrades. 

 •Capacity Management Planning: Ensures capacity planning is performed according to requirements / specifications and system interdependencies. Develops and implements strategies to identify future client and technology bandwidth and capacity needs. 

 •Invoice Review: Reviews all telecommunications invoices and resolves discrepancies.

 •Coaching & Mentoring: Provides coaching, guidance and training to team members. May recommend training programs targeting specific areas of improvement.

 •Works with clients and ITS engineers to develop and maintain a global telecommunication network strategy for the WBG.

 •Conducts RFI (Request for Information), RFP (Request for Proposal), and RFQ (Request for Quote) to identify, select, and engage with vendors to ensure competitive market advantage.

 •Builds strong relationship with internal clients, ITS engineers, procurement officers, and vendors

 •Works with internal clients to understand the requirement for each telecommunication service request.

 •Works with vendors and clients to design the solution that meets business requirements.

 •Evaluates vendor solutions and recommends appropriate services.

 •Prepares procurement document, initiate and track procurement request for new services.

 •Coordinates service delivery and escalation with vendors and colleagues across the WBG.

 •Monitors vendor performance and ensures timely delivery and quality of services.

 •Conducts research and benchmarking in international markets, and keep abreast of new industry trends and services.

 •Reviews and approves Telecommunications invoices and credits.

 •Produces service delivery status reports for clients and executive reports for Management.

Education/Experience: 

Master's degree with 5 years relevant experience or Bachelor's Degree with a minimum of 7 years relevant experience. Sample degrees include: Computer Science, Library Science, Information Management or Information Systems.

Required Competencies:

•Service Provider Assessment and Evaluation - Evaluates internal provider solutions against proposed external solutions.

•Foundation Architecture Knowledge - Provides guidance on the standards and guidelines to members of the development community.

•Risk Management - Identifies potential risks and develops preventive plans for procedural activities.

•Network Technology Knowledge - Integrates information from multiple sources into the design and development of network systems.

•Vendor and Alliance Management - Coordinates effective workflows and processes with one or more vendor and/or alliance partners.

•Client Orientation - Takes personal responsibility and accountability for timely response to client queries, requests or needs, working to remove obstacles that may impede execution or overall success.

•Drive for Results - Takes personal ownership and accountability to meet deadlines and achieve agreed-upon results, and has the personal organization to do so. 

•Teamwork (Collaboration) and Inclusion - Collaborates with other team members and contributes productively to the team's work and output, demonstrating respect for different points of view.

•Knowledge, Learning and Communication - Actively seeks knowledge needed to complete assignments and shares knowledge with others, communicating and presenting information in a clear and organized manner.

•Business Judgment and Analytical Decision Making - Analyzes facts and data to support sound, logical decisions regarding own and others' work.

Other Selection Criteria: 

The qualified candidate will have: * Minimum of 5 years of contract and vendor management in the global telecommunications field. * Minimum of 2 years of IT project management experience in planning, executing, and monitoring complex projects in a cross-functional, multi-cultural environment. * Experience with drafting requirements and statement of work for telecommunication services. * Proven ability to write concise RFI and RFP document * Knowledge with broad array of IT Infrastructure components and terminology, including hardware, Operating Systems, network, and database. * Strong ability to assess requirements, initiate and complete task or project with little or no guidance. * Strong ability to facilitate technical telecommunication design discussions. * Excellent oral and written communications skills in English. * Experience with prioritizing conflicting demands in high-pressure and time-critical situations.

Essential Job Competencies * Ability to analyze information and draw accurate conclusions. * Ability to build and sustain collaborative relationships with executive management and multiple constituencies. Strong analytical, organization, and communication skills. * Excellent interpersonal skills. Ability to work cooperatively and collaboratively in a multinational team environment and build effective working relations with clients, colleagues, and vendors. * Ability to organize and prioritize workload, and remain flexible in an environment of constantly changing priorities. * Ability to work under pressure in a busy environment. Demonstrated ability to make sound decisions and work calmly and effectively under pressure.

The World Bank Group is committed to achieving diversity in terms of gender, nationality, culture and educational background. Individuals with disabilities are equally encouraged to apply. All applications will be treated in the strictest confidence.

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