Head of IT Projects & Customer Support Team, Geneva

• Organization: ISO - International Organization for Standardization
• Country: Switzerland
• City: Geneva, Switzerland
• Office: ISO Central Secretariat Geneva

 

We are ISO, the largest developer of International Standards. We bring together experts, to share knowledge and develop standards that provide solutions to global challenges. This is because we believe that great things happen when the world agrees. We have an exciting opportunity at our Central Secretariat in Geneva.
Head of IT Projects & Customer Support Team
Role
The IT Projects and Customer Support Manager leads a team and plays a hands-on role to ensure we provide high quality solutions and excellent support to ISO's membership and customers for IT applications and services. The team responsibilities include product and project management, business analysis, testing, training and external users support (1st and 2nd level). Reporting to the Director, Information Technology Services (ITS), the IT Projects and Customer Support Manager is working in partnership with our members, external users, internal business teams (including Project Management Office) and Development and Operations teams.
Key responsibilities

• Create and maintain a motivating environment for the team and individuals by encouraging knowledge sharing, communication, learning and growth
• Participate in setting goals and objectives aligned with the organization and the department strategic directions, and guide team members to play their part in achieving agreed targets
• Manage the IT processes to effectively deliver solutions and services (including external users support and training)
• Ensure delivered solutions are in line with users' needs and existing business processes
• Analyze the external and internal users' feedback and needs and ensure those are considered appropriately in future planning and product plans
• Provide efficient support in response to external and internal user's requests
• Provide onsite and offsite training to ISO members and end-users on the effective use of IT applications
• Improve internal and external communications

Report to: Director, Information Technology Services (ITS)
Qualification and Experience

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• High-level project management and change management skills (and proven practice of agile project management methodologies is an asset)
• Native proficiency in English (with excellent writing skills), knowledge of French is an asset
• Leading, motivating and developing a team

Skills

• Autonomous, curious, flexible and proactive mindset with a high sense of ownership and commitment
• Strong leadership, communication, interpersonal skills commensurate with relationships building at a senior level and with various stakeholders
• Strong analytical and process modeling skills
• Ability to adapt quickly to different environments and variety of tasks
• Willing to travel internationally (around 5% of the working time)
• Eagerness to learn and develop within a multicultural and friendly environment
• Enthusiastic to work in a collaborative, highly motivated, high-caliber team of around 20 people

Starting date: 01/12/2018 or later date to be agreed