Senior Service Delivery Management Officer (HQs) 

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 (HQs) 

ORGANIZATIONAL CONTEXT
This position is located within the ICT Customer Support Service of the Division of Information Systems & Telecommunications (DIST) and reports directly to the Deputy Director.  The incumbent is responsible for Service Delivery of the ICT Function in all Headquarters locations (i.e. Geneva, Budapest, and Copenhagen).  Travel between the three HQ locations is an integral part of this role, with an expectation of quarterly missions, and others at short notice.  The incumbent will be expected to work closely with the Building Management Units in each of the HQ locations and will provide project management and oversight for the implementation of new ICT services and facilities at HQs.

The incumbent oversees day-to-day ICT operations and coordinates the work of multiple support groups, both internal to UNHCR, as well as, Managed Service Providers (MSPs).  The incumbent is responsible for ensuring the various MSPs deliver efficient and effective systems and services in accordance to contractual obligations, service level agreements (SLAs), and industry best practices.

Supervision provided
- The Senior SDM Officer (HQs) will have direct supervisory responsibility for ICT staff (Professional and General Service) in the three HQ locations Office.

Size and scope of role
- Understanding the current and future needs for ICT infrastructure at Headquarters, the incumbent ensures that the requirements for all three HQ locations are understood and that they have adequate functioning infrastructure to maintain communications with the field and other headquarters locations.

Main relationships
- With Senior Managers in HQ locations to ensure all user ICT requirements are met.
- With suppliers and Managed Service Providers, providing ICT services in HQ locations, to ensure services delivered within the agreed SLAs, are fit for purpose, and meet the needs and expectations of staff.
- With DIST Business Relationship Management to ensure that ICT infrastructure in Headquarters is fit-for-purpose and meets the business needs of the Organization and adequately supports the corporate applications.
- With DIST, ICT Operations (all sections) to ensure that the ICT infrastructure at HQs is aligned to the organizational standards and strategy.

FUNCTIONAL STATEMENT
Accountability
- Headquarters end-users receive efficient and effective ICT services.
- VIP users in all HQ locations are provided with superior service.
- ICT equipment and facilities for all Headquarters meetings and events are fit-for-purpose and meet the expectations of users.
- Headquarters users are provided with an optimized shared print facility.
- Headquarters ICT equipment is maintained in a fully operational state and is refreshed based on the approved replacement cycle.
- Service Level Agreements with internal support staff and external service providers are monitored and met.
- Change, test and release processes are properly planned, managed, coordinated and executed.
- Improvements are identified and pursued with the appropriate priority.
- Service provider invoices are reviewed and verified.

Responsibility
- Oversee HQ ICT service delivery to end-users (standard and VIP), including monitoring and ensuring issues are resolved according to SLA.
- Act as an escalation point for UNHCR service delivery personnel and Managed Service Providers and work to resolve problems quickly.
- Coordinate day-to-day operations of Headquarters meetings and events.
- Plan resource requirements (staff, equipment, etc.) for external events (Standing Committee, ExCom, ad-hoc).
- Ensure all ICT equipment for meeting rooms and events is operational, promptly repaired when damaged or broken, and is scheduled for replacement when approaching obsolescence.
- Ensure that the booking and scheduling of conference rooms runs smoothly, including up-to-date directories and phonebooks, as well as provisioning/de-provisioning of accounts.
- Develop annual refresh plan and oversee the periodic hardware refresh of aging ICT equipment at Headquarters (desktops, etc.).
- Oversee and coordinate day-to-day business-as-usual operational decisions within area of responsibility, including; incident, problem, service request, and asset management.
- Work closely with HQ SDMs and MSPs to ensure problem management and root-cause analysis is carried out and that approved changes are executed to prevent recurrence of critical problems.
- Ensure that all ICT changes impacting HQ locations follow the established Change Management process and are adequately communicated to the user community, including the provision of training materials and user guides.
- Maintain appropriate communication channels with service providers and other relevant DIST staff.
- Ensure delivered solutions are of high-quality from an end-user perspective.
- Ensure system and infrastructure performance and capacity are monitored, measured, analyzed, reviewed and reported on in a timely manner and that appropriate action is taken by service owner (MSPs or internal).
- Track expenditures against budgets, prepare forecasts and verify invoices from service providers and suppliers against SLA performance targets before payment is approved.
- Recommend service delivery process improvements and implement approved changes.
- Assist in drafting requests for proposals and reviewing 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.
- Provide reports, data analysis, and accurate and timely information on operational status to DIST senior leadership.
- Conduct, or participate in, periodic performance review meetings with internal and external support stakeholders.
- Adopt best practices from across the enterprise and share solutions for cost-effective delivery.
- Review, respond to and coordinate with internal staff and MSPs to ensure Audit recommendations and actions are completed.
- Undertake other tasks or assignments within area of competence as required.

Authority
- Recommend resource allocations and coordinate the work of staff and MSPs within area of responsibility in support of day-to-day operations.
- Review prioritization of incidents and service requests and escalate if issue cannot be resolved within service levels or if service levels have been breached.
- Provide insight and guidance to MSP and internal ICT support staff on appropriate resolution of incidents / problems.
- 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.

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 of experience in information technology of which 4 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.
- Experience with Microsoft desktop technologies (Windows, Office / O365 product suite).
- Experience with tele-conferencing and video-conferencing (Cisco WebEx, Microsoft Skype for Business).
- Experience in delivery of services in a 24/7, "real-time" environment.
- Experience working with outsourced providers in delivering services based on service level agreements.
- Experience working with business partners and coordinating mixed teams (internal and partners) toward achieving challenging objectives.
- Solid understanding of ITIL processes and the importance to delivery of quality goods and services. 
- Good understanding of change, test and release management processes for large, global, mission-critical information technology operations.
- Understanding of how IT affects an organization and the ability to link it to business processes and operational tasks.
- Experience resolving problems, responding to and completing audit recommendations and actions.
- Ability to influence, manage and lead negotiations with internal and external partners and stakeholders.
- Experience leading a matrixed team to ensure collaborations and effective operations.
- 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.
- Excellent analytical and conceptual skills.
- 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).
- Working knowledge of French. 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
X004L3 - Negotiation and Conflict Resolution Level 3
X002L3 - Innovation and Creativity Level 3
X001L3 - Analytical Thinking Level 3
X007L3 - Political Awareness 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.
¿ As one of the principle ¿faces of DIST¿ at Headquarters, the incumbent must have a pleasant nature and be able to deal with people from any country or culture. ¿ Service Delivery Management for Headquarters locations has not, up to now, been allocated a full-time resource.  With the expansion into three separate locations, this function now requires a dedicated full-time resource.
¿ Regular travel to the two remote HQ locations 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. ¿ In Geneva, in particular to work with local suppliers and national staff, a working knowledge of French is highly desirable.

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