Chief of Sect (ICT Fld Ops)

Chief of Section (ICT Field Operations)

ORGANIZATIONAL CONTEXT
Under the direct supervision of the Deputy Director, ICT Customer Support, the incumbent is responsible for providing effective and efficient ICT support and services to the UNHCR workforce worldwide. The Chief will directly manage the ICT Field Operations Section, which includes staff at HQ and Regional locations, as well as indirectly oversee the work of ICT staff serving in over 100 countries worldwide. The incumbent is expected to undertake frequent travel to UNHCR field operations, often at short notice.

Size and scope of role
- Understand the current and predicable future need for ICT services and support in all DIST field locations.
- Ensure that the infrastructure requirements for all UNHCR country operations are understood and that plans are in place to provide appropriate infrastructure to maintain communications within the field and to headquarters, and the ICT tools necessary to effectively support their work.

Main relationships
- With (S)RICTOs in their respective regions to develop and execute the infrastructure operational plans.
- With support from ICT Operations, to ensure infrastructure support to the field is managed effectively.
- With the Head, Service Desk to ensure that application support and Global Service desk interaction with the field is managed effectively.
- With UNHCR Representatives, regional offices, Regional Bureaux and Senior Resource Managers to understand their ICT needs.
- With other United Nations and humanitarian organizations.
- With Managed Service Providers to ensure delivery of services within agreed SLAs and that are fit for purpose and meet the needs and expectations of staff.
- With BRMS, DIST to ensure effective coordination with Bureaux and executive management at Headquarters.

Scope of leadership
- Management of the ICT Field Support Section, developing a strong relationship for ICT infrastructure support with all field offices.
- Direct and indirect supervision of all (S)RICTO staff in the field.

FUNCTIONAL STATEMENT
Accountability
- ICT infrastructure and ICT operations plans are prepared and executed for all field locations (including resource plans).
- Appropriate training for field staff and users, is put in place in order to strengthen resource capacity and to maximize overall efficiency and effectiveness.
- Appropriate stock of standard equipment is maintained.
- The provision of ICT service delivery at Headquarters and in the Field is ensured.
- Global dashboards and scorecards showing the status of ICT in all countries and offices in which UNHCR operates are presented.
- Statements of Work (SOW) and Service Level Agreements (SLA) with service providers are negotiated and monitored.

Responsibility
- Develop long term strategy and plans (3 years +) for the deployment, maintenance and support of infrastructure within the field, with the Deputy Director, ICT Customer Support.
- Develop annual ICT support plans for the field for the medium term (1-2 years) with assistance from other Chiefs of Sections and direct reports.
- Ensure adherence to defined ICT standards for field operations and the cost-effective provision and standardization of infrastructure and applications across the field operations.
- Ensure adherence and compliance to Service Management principles, standards, processes, policies, and service level agreements.
- Ensure goods and/or services are delivered to the field in a timely manner, as well as that goods and service procured in the field meet approved standards and processes.
- Negotiate and maintain good relations with UNHCR operational partners and implementing agencies.
- Coordinate with other UN agencies, inter-agency bodies, partners, and with field operations to improve coordination and integration between systems and avoid unnecessary duplication.
- Promote partnership wherever possible with sister Agencies, NGOs and other operational partners.
- Liaise and coordinate with different UNHCR offices and Regional Bureaux for logistics support to clear ICT equipment and accessories for speedy deployment.
- Work with managed service providers to ensure that field staff are capable of supporting the technology where no on-site service provider support is available, and that effective support is available to all other locations.
- Develop and maintain dashboards and scorecards to represent the status of ICT in UNHCR field operations; ensure that (S)RICTOs and local ICT staff provide the necessary input.
- Ensure (S)RICTOs are monitoring the Managed Service Providers for adherence to SLAs for their respective regions.
- Identify ways to continually improve the effectiveness and efficiency of the infrastructure and its support.
- On close liaison with FSS, formulate plans to enable UNSECORD minimum standard for staff safety telecommunications to be met.
- Lead and mobilize deployment of short-term ICT staff resources to support field operations.
- Supervise the day to day responsibilities of a team of ICT staff and ensure they effectively trained to meet the current and future ICT operational needs of UNHCR.
- Create a culture of operational excellence and continual improvement which can be effectively measured and demonstrated.
- Serve as a member of the Director¿s senior management committee.
- Undertake other tasks or assignments within his/her area of competence, as directed by Deputy Director, ICT Customer Support.

Authority
- Set priorities for DIST field based ICT infrastructure staff.
- Approve ICT plans for regions and countries submitted by direct reports.
- Escalate incidents to the Deputy Director, ICT Customer Support
- Conclude statements of work with managed service providers within authority limits.

ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED
- Advanced university degree in ICT or related subject, or university degree complemented by relevant ICT experience.
- Minimum 15 years ICT experience in information technology or telecommunications of which 10 should be in an international context and a significant proportion of which should be at the management level.
- Prior experience providing global ICT Support in a large field-based organization.
- Experience of managing a team of remote staff and building and effective organization
- Experience of managing and supporting large complex ICT infrastructure.
- Experience working with outsourced providers in delivering services based on service level agreements.
- Proven experience building and successfully leading a team of ICT specialists.
- Proven ability to create a continuous improvement culture with measurable results.
- Experience of coordinating activities across different partner organizations developing effective services.
- Proven ability to manage the delivery of effective support to a global organization.
- Ability to travel frequently and on short notice, including deep field and emergency locations worldwide.
- Fluency in written and spoken English and working knowledge of another UN language (preferably French).

DESIRABLE QUALIFICATIONS & COMPETENCIES
- Experience of operating in humanitarian or United Nations organizations, with field experience.
- A good understanding of UN/UNHCR reforms and the priority agenda of the organization.