Senior Regional Service Delivery Management Officer (Infrastructure)

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 Regional Service Delivery Management Officer (Infrastructure)

ORGANIZATIONAL CONTEXT
Supervision provided
- The Senior Regional Service Delivery Management (SDM) Officer (Infrastructure) has an overall responsibility to ensure all country programs within their area of responsibility are receiving effective and efficient ICT services and support.  The incumbent has primary responsibility for the ICT infrastructure in their region and is charged with developing and implementing an annual Operational Infrastructure Plan in consultation with DIST, UNHCR Headquarters.  S/he will also be responsible for coordinating and supervising the work of Regional and Local ICT Officers and providing leadership and guidance to other ICT staff in the region.  The incumbent coordinates and supervises the various managed services providers managing and/or delivering UNHCR's ICT infrastructure services in the region.
- The Senior Regional Service Delivery Management Officer (Infrastructure) will have direct supervisory responsibility for ICT staff (Professional and General Service) in the Regional Office, and will also coordinate with local ICT staff within the region.

Size and scope of role
- Understanding the current and future needs for infrastructure within the region, the incumbent ensures that the requirements for all UNHCR offices are understood and that offices have adequate functioning infrastructure to maintain communications within the field and to headquarters, and the ICT tools necessary to effectively support their work.
- Assists ICT Officers in country programs within their area of responsibility to prepare ICT project budgets, and monitors their implementation to completion, reporting to HQs. The incumbent is responsible for the oversight of ICT services provisioned in the countries covered by the Regional Office/Hub.

Main relationships
- With other Regional and Local ICT Officers and all ICT staff within their region to manage applications and infrastructure.
- With ICT staff in field locations to provide oversight, advice and guidance in the operation of infrastructure.
- With DIST, UNHCR Headquarters, and the Chief ICT Field Operations in particular, to plan and agree on the approach to managing and delivering infrastructure services in the field.
- With Managed Service Providers to ensure services delivered within the agreed SLAs, are fit for purpose, and meet the needs and expectations of staff in the region.
- With implementing and operational partners to understand the ICT needs and provide assistance.
- With Country Representatives and regional offices to understand their ICT needs and that adequate resources are budgets to meet ICT needs ¿ including the Annual Programme Review (APR).

Please refer to the Operational Context of the specific Job Opening for more details of this vacancy.

FUNCTIONAL STATEMENT
Accountability
- UNHCR offices in the region are provided with all required ICT infrastructure support incidents and problems are addressed and resolved promptly within agreed service levels.
- Service level agreements (SLAs) with service providers are managed and monitored.
- Change and release processes for ICT infrastructure are managed and coordinated.
- A regional ICT operations plan has been developed and implemented in the region.

Responsibility
- Oversee the implementation and maintenance of ICT infrastructure within the region of assignment through the support of local ICT staff and Managed Service Providers.
- Ensure adherence to and compliance with ICT security policies and standards, technical architecture, and Service Management policies, standards, processes, and service level agreements in the region.
- Discuss, review, and evaluate ICT needs and resource requirements (both financial and human) with the Heads of Office through regular missions.
- Maintain an up-to-date inventory of all ICT equipment in the countries in the region by ensuring all relevant databases (MSRP, CIMT) are accurate and updated in a timely manner.
- Liaise and negotiate, when necessary, with national and international regulatory bodies to ensure all required permissions to operate UNHCR networks are granted.
- Disseminate guidelines for communication procedures which meet staff security needs in conjunction with the Field Safety Advisors and DIST HQ Emergency Unit.
- Monitor developments which might lead to situations of concern, identify potential options for the support of such situations, and keep the DIST HQ Emergency Unit updated.
- Undertake security preparedness and response assessment missions to countries in the region in liaison with the DIST HQ Emergency Unit and, when requested, act as the Refugee Emergency Telecommunications Officer on a temporary basis.
- Promote partnership wherever possible with sister Agencies, Implementing Partners, NGOs and other operational partners in consultation with Head of Regional Hub/Country Representative/DIST, Headquarters.
- Liaise and coordinate with different UNHCR offices for logistic support to clear ICT equipment and accessories for speedy deployment.
- Identify ways to continually improve the effectiveness and efficiency of the ICT infrastructure and support processes.
- Support new infrastructure deployments and testing of new infrastructure components.
- Advise and assist in identifying suitably qualified local personnel to support the ICT operations.
- Promote a competent and motivated workforce trained to understand and use ICT infrastructure facilities and who are aware of the correct procedures and practices.
- Assist in identification and recommendation of relevant training activities and the acquisition of further skills needed for field staff and end-users, including training and training materials.
- Report on regular basis to the Chief of ICT Field Operations, DIST, Headquarters
- Undertake other relevant duties as assigned.

Authority
- In consultation with DIST, develop medium term plans (1-2 years) for the deployment, maintenance and support of ICT infrastructure within the region.
- Approve installation of new or upgraded equipment within area of responsibility.
- Set priorities for ICT staff within the region and/or under direct supervision.
- Represent UNHCR in ICT-related meetings and activities.
- Decide on appropriate resolution of incidents / problems.
- Escalate issues to supervisor if incident / problem cannot be resolved within scope of responsibility.

ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED
- Undergraduate degree (equivalent of a BA/BS) in ICT / Engineering or relevant subject.
- Minimum 9 years of experience of supporting infrastructure (8 years with advanced graduate degree (equivalent of a Master's)) including six years in supporting field ICT infrastructure.
- Experience managing ICT at the regional level or within a large, complex country operation.
- Proven track record implementing and managing ITIL processes.
- Experience working with outsourced providers in delivering services based on service level agreements.
- Experience in delivering training as well as preparation of training materials.
- Experience with Microsoft Platform technologies.
- Knowledge of different satellite and terrestrial communications and network systems.
- Experience of installing and commissioning VSAT, Secure Radio (HF and VHF), Wireless, Field LAN, messaging and cabling technology.
- Fluent in written and spoken English.

DESIRABLE QUALIFICATIONS & COMPETENCIES
- Experience acting as an inter-agency ICT focal point.
- Experience in the selection of microwave links interfacing with satellite and PABX systems.
- Hands-on experience with testing of terrestrial and satellite network hardware, including UPS.
- Design and development of VSAT, Radio, Field LAN and / or Messaging systems.
- General regulatory requirements for radio licenses.
- Experience of operating in humanitarian or United Nations organizations, with field experience.
- GVF (Global VSAT Forum) Training and certification.
- 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
M006L3 - Managing Resources Level 3
M005L3 - Leadership Level 3
M003L3 - Judgement and Decision Making Level 3
M004L3 - Strategic Planning and Vision Level 3
X002L3 - Innovation and Creativity Level 3
X001L3 - Analytical Thinking Level 3
X004L3 - Negotiation and Conflict Resolution 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. 

Strong management and tem leadership skills

Broad technical knowledge in all aspects of ICT, including power

Ability to assess needs, plan implementations, manage projects, etc.

Be client/customer (user) oriented

Track and measure staff performances with fairness

Focus resources on DIST objectives and vision

Ability to implement change management processes

Familiarity with regional operations management

Experience & knowledge in emergency management

Familiarization in refugees system of Government partners

Demonstrated drafting skills in English

Demonstrated ability to coordinate with Field Offices

Sensitive political context requires ability to work collaboratively with government counterparts

A proactive nature

Ability to communicate effectively The East, Horn, and Great Lakes region of Africa comprises 11 countries with over 120 offices assisting several million refugees and IDPs.  It is home to some of the world¿s largest refugee and IDP settlements.

There are two on-going emergencies: one Level 3 emergency in relation to the South Sudan situation; and one Level 2 emergency in relation to the Burundi Situation - which impact many countries within and beyond the Region.

Support to other L2 & L3 emergencies in countries in neighboring Regions (e.g. in Djibouti & Somalia in relation to the situation in Yemen).

Emergency ICT support is provided under the RETS (Refugee Emergency Telecoms Sector) approach with additional surge capacity as and when needed.

Extensive use is made of VSATs for remote connectivity and secure radio coms (HF & VHF) are standard operating practice.  Microwave links are used to extend networks to areas not covered by the national operators.

The ICT infrastructure must not only support UNHCR¿s offices, but must be ready to support refugee registration and assistance on a massive scale.

Extensive travel within the region can be expected. Nairobi is a Category B Duty Station with a four year SAL As this position requires travel throughout the East, Horn, and Great Lakes region, the security situation must be assessed on a case by case basis. This position is located in the Nairobi Regional Service Centre.

Familiarity with East, Horn, and Great Lakes region of Africa, and the current ICT setup would be an asset.

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