Senior ICT Officer (Service Delivery- Refugee Systems)

Before submitting an application, UNHCR staff members intending to apply to this Job Opening are requested to consult the Recruitment and Assignments Policy (RAP, UNHCR/HCP/2017/2 and the Recruitment and Assignments Administrative Instruction (RAAI), UNHCR/AI/2017/7 OF 15 August 2017.

Senior ICT Officer (Service Delivery- Refugee Systems)

ORGANIZATIONAL CONTEXT

The Senior ICT Officer (Service Delivery- Refugee Systems) is principally responsible for ensuring that systems and services, including underlying infrastructure, are available and delivered consistently, reliably and effectively.  The incumbent oversees day-to-day operations and coordinates the work of multiple support groups, both internal to UNHCR, as well as Managed Service Providers (MSPs). S/he may have one or more Service Delivery Managers working under his/her supervision. 

The position is located within the Business Relationship Management Service and reports directly to the Chief, BRO (Refugee Systems) and supervises the ICT Officer (Change, Release and Test Management). 

This role will focus on the service delivery management for solutions that enable the registration, protection and assistance of refugees (i.e. proGres, Biometric Identity Management System, CashAssist, Global Distribution Tool, etc.).

FUNCTIONAL STATEMENT

Accountability
- Support processes are clearly defined and monitored.
- Service level agreements (SLAs) with internal support staff and external service providers are clearly defined, monitored and met.
- Change, test and release processes are properly planned and carried out.
- End-to-end support to the user community is responsive and effective.
- Service provider invoices are reviewed and verified.
- Improvements are identified and pursued with the appropriate priority.

Responsibility 
- Oversee and coordinate day-to-day business-as-usual operations, including incident management, problem management, service request management, and asset management.
- Identify, monitor, and report on appropriate performance level targets (i.e. SLAs) for all services.
- Provide accurate and timely information on operational status to DIST senior management.
- Provide updates (i.e. hourly, daily and/or weekly) when acting as Incident Manager.
- Serve as primary escalation point for operational issues not resolved within established service levels.
- Serve as Major Incident Manager and lead ¿return-to-green¿ activities for prolonged issues.
- Ensure managed service partners carry out root cause analyses and execute the approved changes to prevent recurrence of critical problems.
- Determine service delivery process improvements and implement change.
- Oversee the change, test, and release management process by ensuring test plans are developed, test results are documented, and actual results meet expected results.
- Ensure delivered solutions are of high-quality from a technical perspective.
- Analyse, interpret and report on system and infrastructure performance and capacity.
- Track expenditures against budgets, prepare forecasts, and verify invoices before payment in view of the service levels achieved.
- Respond to and complete audit recommendations and actions.
- Adopt best practices and innovative ideas for cost-effective delivery.
- Assist in the drafting of requests for proposals and reviewing of support contracts including, but not limited to Service Level Agreements, Standard Operating Procedures, and Operational Guidelines for internal and external service providers.
- Lead the definition of support processes in accordance with ITIL best-practices framework.
- Maintain appropriate communication channels with service providers and other relevant DIST staff.
- Carry out periodic performance review meetings with internal and external support groups.
- Perform other duties as assigned.

Authority
- Allocate resources in support of day-to-day operations.
- Take day-to-day operational decisions within area of responsibility.
- Prioritize service restoration activities and escalate issues that cannot be resolved within service levels.
- Request information from internal and external parties, as appropriate.
- Report and act on the failure to follow policies, instructions, guidelines, and contract terms.

ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED
- Undergraduate degree (equivalent of a BA/BS) in ICT or related subject.
- A minimum of 9 years ICT experience (8 years with graduate university degree (equivalent of Bachelor¿s)) including at least 5 years recent experience ensuring that systems and services, including underlying infrastructure, are available and delivered consistently, reliably and effectively.
- Proven day-to-day operational experience running enterprise-wide, mission-critical systems such as ERP (Enterprise Resource Planning Software), CRM (Customer Relationship Management), Enterprise Content Management, Enterprise Collaboration Platform, Enterprise Business Intelligence Platform.
- Good understanding of change, test and release management processes for large, mission-critical systems.
- Solid knowledge and understanding of UNHCR field operations in general and relevant registration, protection and assistance processes in particular.
- Demonstrated experience of managing service development in the area of registration, protection and assistance of refugees.
- Demonstrated experience leading various aspects of IT service management.
- Experience leading a matrixed team to ensure collaboration and effective operations.
- Ability to communicate effectively with technical and non-technical audiences.
- Ability to influence, manage, and lead negotiations with internal and external partners and stakeholders.
- Experience working with business partners, and coordinating mixed teams (internal and partners) toward achieving challenging objectives.
- Understanding of how IT affects an organization and the ability to link it to business processes.
- Excellent analytical and conceptual skills.
- Fluent in written and spoken English.

DESIRABLE QUALIFICATIONS & COMPETENCIES
- Graduate degree in ICT or Engineering.
- Knowledge of UNHCR specific ICT processes and technologies.
- Experience with large software development and/or infrastructure projects.
- Experience operating in humanitarian, development, or United Nations organizations.
- Working knowledge of any other UN language. C001L3 - Accountability Level 3
C002L3 - Teamwork & Collaboration Level 3
C003L3 - Communication Level 3
C004L3 - Commitment to Continuous Learning Level 3
C005L3 - Client & Result Orientation Level 3
C006L3 - Organizational Awareness Level 3
M001L3 - Empowering and Building Trust Level 3
M002L3 - Managing Performance Level 3
M003L3 - Judgement and Decision Making Level 3
X001L3 - Analytical Thinking Level 3
X003L3 - Technological Awareness Level 3
X005L3 - Planning and Organizing Level 3

Before applying to this position, we strongly encourage colleagues to read the country specific FAQs information leaflets which can be found  on the Intranet under Staff Resources > Duty of Care. The information leaflets are specifically designed to answer some of the key questions potential applicants might have before deciding to apply. 

Good knowledge of standards related to ICT operations and service delivery

Strong and proven experience in working with managed application development and support service providers, and ensuring their compliance with SLAs and SOPs

Significant knowledge of relevant technology used in UNHCR¿s ICT infrastructure

Experience directing and following the IT Software Development Life Cycle (SDLC)

Experience working with Agile/Scrum methodologies

Formal certifications in project management (i.e. Prince 2 or PMP), business analysis, software quality, ScrumMaster, agile project management, etc.

Good knowledge of UNHCR field operations UNHCR¿s need for software and information systems support continues to grow, as does the need to continuously improve and expand information and communications systems and infrastructure across the organization 

The organization has engaged multiple Managed Service Providers (MSPs) for application development and support.

A need for Service Delivery Managers (SDMs) to oversee the delivery of services from MSPs and ensure that the services are delivered consistently, reliably and effectively according to the Service Level Agreements

The need for service delivery management is particularly acute in the area of Refugee Systems, which support core protection and assistance services that UNHCR and its partners provide to Persons of Concern. Such systems span hundreds of operations and are employed by thousands of people around the globe.

The position is located within the Business Relationship Management Service and reports directly to the Chief, BRO (Refugee Systems) Copenhagen is a category H station No current security concerns Demonstrated capacity to lead and work in a matrix management environment

Please note that the closing date for all vacancies in the September 2017 Compendium is Monday 6 November 2017 (midnight Geneva time).