Head of Digital Workplace Services

Company Description

The Organisation for Economic Co-operation and Development (OECD) is an international organisation comprised of 38 member countries, that works to build better policies for better lives. Our mission is to promote policies that will improve the economic and social well-being of people around the world. Together with governments, policy makers and citizens, we work on establishing evidence-based international standards, and finding solutions to a range of social, economic and environmental challenges. From improving economic performance and creating jobs to fostering strong education and fighting international tax evasion, we provide a unique forum and knowledge hub for data and analysis, exchange of experiences, best-practice sharing, and advice on public policies and international standard-setting.

Job Description

Within the Executive Directorate, working closely with business partners, the Digital, Knowledge and Information Service (EXD/DKI) designs and provides secure digital solutions, IT and information management services and the technologies to deliver efficient corporate services, meet business partners’ needs and to support and enhance the OECD’s global role in building knowledge, communicating with the world and interacting with governments to inform and influence policy-making.

The Digital Infrastructure and Operations Division (DKI/DIO) groups corporate-wide IT business relationship management, digital workplace, infrastructure, operations and support services managed by EXD/DKI.

Within the DKI/DIO Division, as the Head of Digital Workplace Services - which is a core IT operational management role – you will lead a team of staff, and manage services and external resources providing cost-effective, quality, digital workplace services encompassing the IT Service Desk, device engineering, local equipment management and support, decentralised printing, and advanced support. Reporting to the Head of Division for DIO, you will also be responsible for establishing, maintaining and ensuring compliance with service delivery procedures and processes.

Main Responsibilities

IT Service Management

Perform contract management for the respective outsourced end-user support services, including ensuring compliance with the defined end-to-end commitments, ensuring service level compliance and collecting feedback, facilitating operational governance, and managing the service catalogue.

Assure cost-effective, quality, digital workplace services for the IT Service Desk, device engineering, local equipment management and support, decentralised printing, and advanced support services, ensuring that all adopted processes adhere to industry standards and ITIL best practices.

Establish, maintain and ensure compliance with service delivery procedures and processes; carry out periodic reviews to ensure their effectiveness and value for money.

Manage the park of PC, mobile and decentralised printing equipment, the corporate equipment replacement plan, effective provisioning and inventory management; co-ordinate horizontal initiatives and project implementation as required.

Manage IT support for key corporate events such as the Ministerial, and other high=level meetings.

Management

Work closely with other teams to ensure an integrated cross-practice vision of EXD products and services; ensure that proposed digital workplace services meet corporate requirements; establish, apply and ensure compliance to service management standards and methodologies; define, implement and manage a service sourcing strategy to meet the Organisation’s requirements. Participate in post-deployment reviews.

Manage relations with third-party suppliers to ensure the required level of service is provided and value for money is maximised for the Organisation.

Provide regular management reporting and key performance indicators.

Lead and manage a team of approximately 10 staff, in addition to external service providers.

Assist in the management of the DKI/DIO Division, the preparation of the Programme of Work and Budget and the continuous improvement of associated practices.

Keep abreast of advances in current and emerging industry trends, related technologies, methodologies and best practices.

Qualifications

Ideal Candidate Profile

Academic Background

An advanced university degree in information technology, business administration or a related field, or equivalent practical experience.

Thorough knowledge of IT project management methodologies and industry frameworks, with associated certification or equivalent practical experience.

Professional Background

At least eight years of experience in managing large, complex IT service delivery projects, their implementation, production and support activities and associated budgets. Experience procuring, externalising and managing selected services, with proven industry expertise and strong business acumen.

Extensive experience managing and delivering effective digital workplace services, including managing corporate-wide IT support.

Extensive experience guiding, managing and developing diverse staff and their career objectives in a matrixed organisational structure.

Substantial experience advising on digital strategy and IT trends, and drafting related recommendations or policies.

Broad knowledge of current and emerging technologies, industry trends and best practices together with demonstrated experience evaluating their strategic value.

Experience in an international and cross-cultural setting would be preferable.

Tools

MS Office / M365 Apps

Operating systems such as Windows, iOS, Android

ITSM tools such as ServiceNow

Preferably certified in ITIL

Languages

Fluency in one of the two OECD official languages (English and French) and knowledge of the other, with a commitment to reach a good working level.

Knowledge of other languages would be an asset.

Core Competencies

OECD staff are expected to demonstrate behaviours aligned to six core competencies which will be assessed as part of this hiring processes: Vision and Strategy (Level 2); Enable People (Level 2); Ethics and Integrity (Level 2); Collaboration and Horizontality (Level 3); Achieve Results (Level 3); Innovate and Embrace Change (Level 3).

There are three possible levels for each competency. The level for each competency is determined according to the specific needs of each job role and its associated grade.

To learn more about the definitions for each competency for levels 1-3, please refer to OECD Core Competencies.

Additional Information

Closing Date

Contract Duration

What the OECD offers

Depending on level of experience, monthly salary starts at 10,511.13 EUR, plus allowances based on eligibility, exempt of French income tax.

Click here to learn more about what we offer and why the OECD is a great place to work.

Click here to browse our People Management Guidebook and learn more about all aspects relating to people at the OECD, our workplace environment and many other policies supporting staff in their daily life.

Salary Information

Please note that the appointment may be made at one grade lower in the specified job family, based on the qualifications and professional experience of the selected applicant.

Selection Process

Successful applicants will be invited to a short video interview assessment, as the following step in the process.

For retained candidates, the Hiring Team reserves the right to conduct further assessments.

Panel interviews are planned for April 2025.

The OECD is an equal opportunity employer and welcomes the applications of all qualified candidates [who are nationals of OECD member countries, irrespective of their racial or ethnic origin, opinions or beliefs, gender, sexual orientation, health or disabilities.

The OECD promotes an optimal use of resources in order to improve its efficiency and effectiveness. Staff members are encouraged to actively contribute to this goal.