Snr Serv Del Mgmt Off(ICTFSup)

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 Service Delivery Management Officer (ICT Field Operations)

ORGANIZATIONAL CONTEXT
This position is located in Geneva within the ICT Customer Service Section of DIST and reports directly to the Chief, ICT Field Operations Section.  The incumbent provides direct support to the Chief, ICT Field Operations in the day-to-day running of the ICT Field Operations Section.  The incumbent will be expected to work closely with the (Senior) Regional ICT Officers, (Senior) Regional Service Delivery Management Officers, and Local ICT staff in the field operations.  Travel to the field is an integral part of this role.

Supervision provided
¿ The Senior Service Delivery Management Officer (ICT Field Operations) will not have direct supervisory responsibility, but may (on occasion) be required to lead a team or to supervise individuals working on specific tasks.

Size and scope of role
¿ Assist the Chief, ICT Field Operations, directly following up on the day-to-day tasks with ICT staff in the field (Regional, National, and Local as appropriate).

Main relationships
¿ With Senior Regional ICT Officers / Senior Regional Service Delivery Management Officers (SRICTOs/SRSDMOs) to ensure that all ICT services are delivered in a seamless, effective, and efficient way.
¿ With DIST, ICT Operations (all sections) to ensure that the ICT infrastructure in Field Offices is aligned to the organizational standards and strategy.
¿ With DIST Business Relationship Management to ensure that ICT infrastructure in Field Offices is fit-for-purpose and meets the business needs of the Organization and adequately supports the corporate applications.

FUNCTIONAL STATEMENT
Accountability
- Support processes are clearly defined.
- Service Level Agreements (SLAs) with internal support staff and external service providers are monitored and met.
- End-to-end support to the field operations is responsive and effective.
- Improvements are identified and pursued with the appropriate priority.
- Regular reports from the SRICTOs/SRSDMs are submitted on-time and are consolidated for the Monthly Customer Support Operational Reviews.
- Field Operations scorecards and other essential datasets are updated, consolidated, and analyzed.

Responsibility
- Convene regular meetings with SRICTOs/SRSDMOs and Country ICT leads for status updates, information sharing, and operational reviews and ensure that:
   ¿ Adequate provision for ICT is made in their annual budget and planning; that the Asset Lifecycle management processes are followed; and that local ICT stock levels are appropriate for the operation.
   ¿ ICT risks are included in their annual risk assessments, and that adequate treatments are in place.
   ¿ Business Continuity Plans are in place with a specific emphasis on ICT Disaster Recovery.
   ¿ Audit recommendations relating to ICT are promptly responded to and are addressed.
   ¿ SLAs for their respective Region/Country are monitored.
   ¿ ICT policies, procedures, and standards are complied with.
   ¿ Dashboards, scorecards, and other reporting tools are accurately maintained in a timely manner.
- Review and update the online ICT Field Operations Manual.  Ensure that all ICT staff in the field are kept informed of changes and seek their input on changes and improvements.
- Assist in the review of ICT training and capacity building activities of all ICT field staff, proposing workshop agendas, locations, organization and scheduling of events, tracking participation, etc.
- Represent the Chief, ICT Field Operations Section when absent or on mission away from Headquarters, including, but not limited to, Managed Service Partner performance reviews, project status reviews, emergency planning reviews, Change Advisory Boards, other UNHCR partner and/or sister agency meetings.
- Work closely with DIST Service Delivery Managers (SDMs), Regional and Country ICT staff, and Managed Service Partners (MSPs) to ensure problem management and root cause analysis is carried out and that approved changes are executed to prevent recurrence of critical problems.
- Maintain appropriate communication channels with service providers and other relevant DIST staff.
- Ensure system and infrastructure performance and capacity are monitored, measured, analyzed, reviewed, and reported on in a timely manner.
- Provide accurate and timely information on operational status to DIST senior leadership.
- Review, respond to and coordinate with internal staff and MSPs to ensure Audit recommendations and actions are completed.
- Perform periodic review of process and procedure documentation for respective team ensuring completeness and accuracy; coordinate with MSPs or internal staff to ensure updates are completed in timely manner.  Recommend service delivery process improvements and oversee approved changes.
- Undertake other tasks or assignments within area of competence as required.

Authority
- Review prioritization of incidents and service requests and escalate if issue cannot be resolved within service levels or if service levels have been breached.
- Report and escalate to supervisor for failure to follow policies, instructions, guidelines, contract terms and if incidents / problems cannot be resolved within area of responsibility.
- Take day-to-day operational decisions within area of responsibility.
- Escalate issues to supervisor if incidents / problems cannot be resolved within the scope of responsibility.

ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED
- Graduate degree (equivalent of a master¿s) in Computer Science, Information Technology, Engineering, or relevant subject plus minimum 8 years¿ experience in information technology of which 3 spent managing service delivery in a complex, global environment with both centralized and decentralized operations, systems, applications and services. 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.
- Strong interpersonal skills that include the ability to effectively communicate (both verbally and in writing) with all levels within the organization; both technical and non-technical audiences.
- Project monitoring and control experience.
- Basic understanding of technologies supported by ICT field staff, including LAN/WAN, Wi-Fi, routers, switches, VSAT, HF/VHF radio, local servers, end-user computing devices, etc.
- Good understanding of asset life cycle management from procurement to retirement.
- Experience with coordinating and follow up of a large, globally distributed work force.
- Experience in data analysis and presentation using BI tools for executive review and decision making.
- Experience with large infrastructure, and/or development projects.
- Fluency in written and spoken English.

DESIRABLE QUALIFICATIONS & COMPETENCIES
- Formal certification in ITIL, V3 Foundation and Service Operations.
- Formal certification in Project Management (PRINCE2, PMI).
- Experience providing ICT services globally, including deep field locations.
- Experience updating website content.
- Working knowledge of French, or another official 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
M003L3 - Judgement and Decision Making Level 3
M006L3 - Managing Resources Level 3
M005L3 - Leadership Level 3
M004L3 - Strategic Planning and Vision Level 3
X001L3 - Analytical Thinking Level 3
X005L3 - Planning and Organizing Level 3
X004L3 - Negotiation and Conflict Resolution Level 3
X002L3 - Innovation and Creativity Level 3
X008L3 - Stakeholder Management 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 them – before deciding to apply- to read the country specific security and welfare country 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). Ensuring staff are better informed is part of the increased attention UNHCR is paying to Duty of Care.

Staff after having applied to High Risk Duty Stations will have access to country specific information webinars with Field Safety Section (FSS) and Staff Welfare Section (SWS) colleagues and provided with a tool to test their psychological preparedness for serving in High Risk Duty Stations. Applicants who applied for a position in a High Risk country will receive, after the deadline for applications has expired, a joint invitation from the Staff Welfare Section (SWS) and the Field Safety Section (FSS) to participate in these webinars. During the Webinars, latest updates on security and well-being will be provided, and FSS and SWS will address questions raised by participants. Applicants are highly encouraged to benefit, when applicable, from all measures as they provide most up-to-date security and well-being information helpful to assess staff’s readiness to serve in a High Risk Duty Station. A Staff Welfare Officer will also be available, if and when required, to discuss with interested applicants the results of the psychological preparedness tool as well as readiness for assignment in High Risk Duty Stations.

Please refer to the Job Description.

The incumbent will be expected to work independently in many cases and to follow-up with the Regional and National ICT staff on all aspects of the duties covered by the Job Description. This is a new position created to provide backup and support to the Chief, ICT Field Operations.

Regular travel to the field can be expected. Geneva is a Category H Duty Station with a five year SAL.

Geneva is an international, cosmopolitan city, and provides all health, education, social, and recreational facilities. No specific security considerations. Although not essential to perform the functions of this position, Geneva is a French speaking location and a working knowledge of French would be an advantage.

Please note that the closing date for all vacancies in the September 2018 Compendium is Thursday 18 October  2018 (midnight Geneva time).