Service Level Manager


1.  Organizational Context


Organizational Setting

The position is located in the Production and Support Unit, Operations and Support Section of the PCT Information Systems (PCTIS) Division. The Section implements the service management framework for the portfolio of business applications supporting the PCT, a highly successful patent filing treaty. The Section coordinates with the application development teams, infrastructure teams and end users.  It delivers service desk, information architecture, release and deployment coordination and systems operation services to the PCT.

Purpose Statement

The main role of the incumbent is to identify, review and maintain a catalogue of services, based on business needs and requirements, between PCT and internal or external departments. He or she will liaise with different services, ensure that operational methods, procedures and tools are properly established, reviewed and maintained. He or she will review the service agreements with relevant parties, ensure targets are met and suggest improvements to meet forecast changes.

Reporting Lines

The incumbent works under the supervision of the Head of the Production and Support Unit, Operations and Support Section.

Work Relations

He or she works under the supervision of the Head of the Production and Support Unit and liaises with concerned IT staff and users within and outside the Service on project related matters.

2.  Duties and Responsibilities

The incumbent will perform the following principal duties\:

(a)  Identify existing procedures, operational methods, capabilities and tools and maintain a catalogue of available services.

(b)  Liaise with various working units, process owners, business areas and review Service level Requirements, existing Service Level Agreements. Identify area of improvements (procedures, communication tools...) and prepare proposals.

(c)  Support organizational transformation activities with the establishment of repeatable consistent operational processes in a multi-vendor outsourcing environment. Engages with project managers or Project Management Office, to ensure service level and procedures are aligned with future transformations.

(d) Support development, deployment and support of IT business solutions activities by reviewing and maintaining operational procedures.

(e) Evaluate existing and identify missing capabilities and prepare proposals to comply with future needs and transformations.

(f)  Ensure that service delivery meets service levels agreed with business stakeholders.

(g) Perform analysis, documentation and development of change requests on procedures.

(h) Perform other related duties as required.


 3.  Requirements

First-level university degree in information technology, computer science or a related field.
ITIL V3 Certification.
Certification in Project Management, e.g. PRINCE2 or Argile.
At least ten years of relevant professional experience, including in the domain of Service Strategy, Service Level and Delivery Management, participating in specific education about how to apply ITIL best practices in large scale IT projects with direct business impact.
Experience in establishing consistent operational processes in a multi-vendor out sourced and in sourced environment
Demonstrated ability to define, implement and maintain complex Service Level Agreements, Operating Level Agreement, and Service Delivery Agreements.
Experience in Change Management.
Experience in international IP registration systems.
Excellent knowledge of English.
Knowledge of other PCT publication languages.
Knowledge of Service Level Management.
Knowledge of transition and change management.
Skills and Competencies


(a)  Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural, multi-ethnic environment with sensitivity and respect for diversity.

(b)  Ability to understand the organization’s IT infrastructure, services provided and customers/users.

(c)  Ability to understand the organization’s business and how IT contributes to it.

(d)  Ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues.

(e)  Ability to advise on available standards, methods, tools and applications and make appropriate choices from alternatives.

(f)  Technical understanding with ability to translate into business concepts


4.         Organizational Competencies
1.  Communicating effectively.
2.  Respecting individual and cultural differences.
3.  Showing team spirit.
4.  Managing yourself.
5.  Producing results.
6.  Embracing change.
7.  Respecting ethics and values.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
  • Organization: WIPO - World Intellectual Property Organization
  • Location: Geneva
  • Grade: P-4, International Professional
  • Occupational Groups:
    • Management, Administration and Finance
    • Management, Administration and Finance
    • Management, Administration and Finance
  • Closing Date: 2017-01-10

Similar Jobs

Psychosocial officer

DCA - DanChurchAid

Logistics Manager

Secours Islamique

Area Coordinator


Senior Security Guard, Security and Safety Division

ECB - European Central Bank

Logisticien administrateur

Médicos del Mundo

Portfolio Analyst

GCF - Green Climate Fund

Head of Programmes – Iraq

Islamic Relief

Senior Executive Coordinator - Global Operations

Amnesty International

Learning and Research Officer

CARE - Australia