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
- Graduate degree (equivalent of a Master¿s) in ICT / Engineering or relevant subject plus minimum 8 years of previous work experience relevant to the function supporting infrastructure, including 6 years in supporting field ICT infrastructure. Undergraduate degree (equivalent of a BA/BS) plus 9 years or Doctorate degree (equivalent of a PhD) plus 7 years of previous relevant work experience may also be accepted.
- 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.
- Knowledge of English and UN working language of the duty station if not 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.
- Knowledge of additional UN languages.

This is a Standard Job Description for all UNHCR Senior Regional Service Delivery Management Officer (Infrastructure) positions. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates. 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 <p>The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.</p>
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See below for this postion's Operational Context
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For those people applying for High Risk Duty Stations, we strongly encourage colleagues to read the country specific security and welfare profiles which can be found on the Intranet under Support Services - Duty of Care (https://intranet.unhcr.org/en/support-services/duty-of-care.html). These profiles have been specifically designed to answer some of the key questions (on security conditions, medical provisions, staff welfare, living and working conditions) potential applicants might have before deciding to apply. Ensuring staff are better informed is part of the increased attention UNHCR is paying to Duty of Care. This project is still in the pilot phase, and as such some of the information leaflets are being produced as we speak and might not be available yet. They will be soon, so keep checking. 

¿ Strong management and team 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
¿ Have 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.
¿ Despite the recent de-escalation of the operational emergencies in South Sudan and Burundi, the situation remains volatile across the entire region.
¿ Support is also provided to L2 & L3 emergencies in countries in neighboring Regions (e.g. DRC Situation and in Djibouti & Somalia in relation to the situation in Yemen).
¿ UNHCR is actively deploying its latest Refugee Registration platform (PRIMES, proGres v4, BIMS, etc.) in the region and the SRSDM is expected to play a lead role in the overall coordination and delivery oversight.  PRIMES support must be transitioned to Business as Usual following the initial deployment.
¿ 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.
¿ Working knowledge of French would be an advantage.

Please note that the closing date for all vacancies in the Add.4 to March 2018 Compendium is Wednesday 5 Septembe 2018 (midnight Geneva time).