Vacancy Notice No. 2008/026
Position and Grade: Unit Head (P-4)
Organizational Unit: Customer Services Unit
Office of Procurement Services
Department of Management
Duty Station: Vienna, Austria
Issue Date: 25 April 2008
Application Deadline: 9 June 2008
Type/Duration of Appointment: Fixed term, 3 years (subject to a probationary period of 1 year)

Organizational Setting
The Office of Procurement Services (MTPS) contributes to the implementation of the IAEA's programmatic activities and mandates through the effective and efficient procurement of goods and services. The IAEA issues over 8000 procurement actions and contracts annually with a total value of over US $100 million. Over half these orders are for delivery to counterparts in IAEA Member States in Africa, Asia, Europe and Latin America in support of IAEA field projects. The remainder are for delivery to IAEA Headquarters in Vienna, Austria, and its laboratories at Seibersdorf, Austria, and in Monaco.

Headquarters deliveries consist of computer and office equipment and supplies, specialized equipment for the IAEA's nuclear safeguards operations and scientific equipment for use at the IAEA's laboratories. Field deliveries comprise a wide range of nuclear, radiation detection, laboratory, and field project equipment.

The Office of Procurement Services is responsible for the procurement process up to the point of receipt of goods and services at Headquarters or, through shipment, or installation and acceptance, at remote project sites. The Customer Services Unit (CSU) acts as the single point of contact for IAEA departments, divisions, sections and external customers (including project counterparts in over 100 countries) from the point of requisition issuance up to receipt or installation, and is a team of four/five support staff led by the Unit Head.

Main purpose
The Customer Services Unit Head (CSUH) reports to the Director and manages a team providing a seamless interface between MTPS and end-users advising on progress of requests and orders, ensuring smooth delivery of goods and services, handling all post-award procurement matters and fostering quality management.

Role
The Unit Head has three key roles in the service: team leader, managing a customer service team ensuring effective feedback to internal and external stakeholders in the procurement process from beginning to end; troubleshooter and problem-solver, forming a team geared toward identifying and fixing systemic problems; customer service specialist, fostering positive customer relations, collaboration and partnerships, demonstrating a concern to satisfy customer needs and committing to delivering quality services, acting as advocate for the customer and advising senior management on the impact of decisions taken.

Partnerships
The Unit Head is the primary contact point in the Office of Procurement Services for programme managers and staff at all levels and from all departments, divisions and sections with regard to goods and services procured by the IAEA. He/she builds partnerships with delivery agents, UNDP, government officials and project counterparts, as well as representatives of other UN organizations, to gather feedback on quality of goods and services and procurement process issues as part of a continuous improvement process. The CSUH represents the financial interests of the IAEA vis-à-vis end-users, contractors and vendors with respect to deliveries, coordination of installation or service delivery, and discrepant equipment, insurance and warranty claims. The Unit Head is also a hub of information, as the first contact of MTPS line managers and operations staff, filtering, relaying, and receiving information on special claims, complex cases and request status.

Functions / Key Results Expected
  • As the Head of a "one-stop shop", oversee and monitor the status of procurement requests from receipt to issuance of contract or order, to final satisfactory receipt of goods or services. Liaise with requesters (programme managers, allotment holders, technical officers, project counterparts in other countries) to ensure all necessary preparations are made prior to delivery of goods or services.
  • Monitor customer satisfaction and needs, anticipating and planning changes to ensure the Unit meets client expectations and that services are delivered effectively, developing service standards and leveraging this information to develop policy and procedure change proposals.
  • Provide comprehensive information and customer services to a broad range of IAEA managers and staff across departments, and to final recipients in field projects, including coordinating delivery and customs clearance through agents and UNDP, obtaining final acknowledgement of delivery, arranging for inspection and equipment installation if called for by the order or contract, and closing purchase order files.
  • Manage the post-award administration of purchase orders and make sure that issues like import, warranty, missing shipments or components, and customs formalities are addressed in a timely manner to ensure on-schedule delivery of goods and services, and coordinate with requesters in the event of delays. Ensure that necessary IAEA and end-user certifications or other documentation required for export or import are provided to vendors, contractors, end-users, and UN offices in recipient countries.
  • Promote exchange of information and the establishment of a community of practice between the Office of Procurement Services and other procurement agencies as a means of continuous process improvement.

Knowledge, Skills and Abilities
  • Results- and client oriented approach and knowledge of current trends and practices in the specialized field of IAEA work.
  • High level of leadership.
  • Analytical skills: Ability to articulate, conceptualize, innovate, plan and execute ideas. Strong problem solving orientation.
  • Ability to develop and revise policies and procedures.
  • Interpersonal skills: Ability to establish harmonious and effective working relationships and to supervise a multi-cultural team with respect and sensitivity for diversity. Willingness to maintain open communication in all situations. Ability to impart knowledge and to deliver effective training.
  • Customer orientation: Sensitivity to customer needs and expectations and ability to liaise effectively with end-users in other countries from all cultural and linguistic backgrounds.
  • Planning and organizing skills: Ability to plan, coordinate and manage multiple activities efficiently and effectively.
  • Ability to seek, share and implement ideas and best practice with a view to continuously improving the quality of services rendered.
  • Ability to develop new insights into solutions that result in organizational improvements; promotion of a work environment that fosters creative thinking and innovation.
  • Computer skills in electronic procurement applications.
  • Knowledge of IAEA programmes and assistance an asset.

Education, Experience and Language Skills
  • University (or equivalent) degree in business administration, management or other related field. Specialized training in customer service and/or procurement is desirable.
  • At least 7 years' progressively more responsible experience in establishing and managing a customer service team.
  • Experience in planning, organizing, marketing and providing senior advisory support in high-volume, complex customer service operations and in disseminating best practices.
  • Relevant experience in the international public sector.
  • Fluency in spoken and written English; working knowledge of another official IAEA language (Arabic, Chinese, French, Russian or Spanish) or German desirable.

Remuneration
The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at US $63 052 (subject to mandatory deductions for pension contributions and health insurance), a variable post adjustment which currently amounts to US $48 739*, dependency benefits, rental subsidy, education grant, relocation and repatriation expenses; 6 weeks' annual vacation, home leave, pension plan and health insurance.

How to apply to the IAEA

* Subject to change without notice

Applications from qualified women and candidates from developing countries are encouraged

Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. Staff members may be assigned to any location. The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or to make an appointment with a modified job description or for shorter duration than indicated above. Testing may be part of the recruitment process.