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Associate IT Service Delivery Mgmt. Officer

Khartoum (Sudan)

  • Organization: UNHCR - United Nations High Commissioner for Refugees
  • Location: Khartoum (Sudan)
  • Grade: Level not specified
  • Occupational Groups:
    • Information Technology and Computer Science
    • Supply Chain
    • Operations and Administrations
  • Closing Date: 2021-09-19

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This position is advertised open to internal and external applicants. Interested applicants should consult the Administrative Instruction on Recruitment and Assignment of Locally Recruited Staff (RALS). Applicants must be nationals of, and be locally recruited within the country of their employment. Associate IT Service Delivery Management Officer

Organizational Setting and Work Relationships
The Associate IT Service Delivery Management Officer is responsible for ensuring that IT systems and services 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) and ensures the various MSPs (both local and corporate) and UNHCR IT staff under their supervision deliver efficient and effective systems and services in accordance to contractual obligations and best practices.  Understanding the current and future needs, the incumbent ensures that the IT requirements are understood and that offices within their respective area of responsibility (AoR) have adequate IT Services to maintain communications across the organization and have the IT tools necessary to support their work.
The incumbent has regular contact with MSPs (globally and locally within the AoR), with other Service Delivery Managers (SDMs), with Solution Engineers, with vendors, and all Services of DIST. S/he understands and communicates the UNHCR IT strategy and vision, policies, and decisions throughout the AoR in a positive manner and leads by example in the adherence and adoption. The Associate IT Service Delivery Management Officer establishes and sustains relationships with respective business leaders & management in order to achieve technical and business strategic alignment. S/he may have supervisory responsibility for other IT staff both directly and in a matrixed structure. The specific reporting relationships may vary based on the size and structure of the Operation and will be specified in the Operational Context; the incumbent may receive functional direction and advice from the functional Division. Travel within the AoR is an integral part of this function, sometimes at short notice and potentially for extended periods of time, particularly when supporting an emergency.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR¿s core values of professionalism, integrity and respect for diversity.

Duties
Within the Area of Responsibility:
- Oversee daily Business-As-Usual operational decisions, including; incident, problem, change, service request, and asset management.
- Prepare an IT Operations Plan and forecast annual IT budget needs; including lifecycle management, application licensing, maintenance, recurring and capital expenditures ¿ providing input to the Annual Programme Review.
- Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements ¿ reporting non-compliance as appropriate.
- Monitor Service Level performance targets (internal and external); including, follow up, validation, and audit of results.
- Serve as primary escalation point for end-user and operational issues (Incidents & Service Requests) not resolved within established SLA's; coordinate with MSPs to expedite resolution including prioritization and escalation of SLA performance breaches to supervisor or responsible service tower owner.
- Work closely with UNHCR SDMs and MSPs to carry out problem management and root cause analysis and prevent recurrence of critical problems by executing approved changes.
- Review and validate that Change Management processes are adhered to by both staff and MSPs. Ensure that change, test, and release processes are properly planned and executed. Approve installation of new or upgraded systems and services.  Support deployments and testing of new IT components.
- Recommend, and implement approved, service delivery process improvements. Define support processes in accordance with ITIL best-practices.
- Maintain accurate inventory of all IT equipment for all sites and ensure relevant Asset Management policies and guidelines are followed and the ITSM databases are up-to-date.
- Maintain accurate inventory of all locally developed applications and systems and report in the central registry.
- Leverage the broader IT community (UNHCR, UN agencies, partners and external providers) to deliver the most efficient and cost-effective solutions to the business. May represent UNHCR IT in inter-agency and other external meetings.
- Ensure solutions are of high-quality from a technical perspective and that end-user support is responsive and effective.
- Monitor, analyse, and report on system and infrastructure performance and capacity in a timely manner and ensure that service owner take appropriate action.
- Track expenditures against budgets, prepare forecasts, and verify invoices from service providers and suppliers against SLA performance targets before payment is approved. Participate in periodic performance review meetings with partners.
- Provide accurate and timely information on operational status and reports to management.
- Ensure Audit recommendations and actions are completed in a timely manner.
- Assist in drafting requests for proposals and reviewing support contracts including SLAs, SOPs, and OGs.

Additional duties for Country Operations positions
- Liaise and negotiate, when necessary, with relevant regulatory bodies to ensure all required permissions to operate UNHCR networks are granted.
- Promote partnership with sister Agencies, Implementing Partners, NGOs and other operational partners in consultation with Regional Bureau/Country Representative/DIST, Headquarters.
- Report on regularly to the Regional Bureau, Senior IT Service Delivery Management Officer.
- Coordinate with UNHCR offices for logistic support to clear IT equipment and accessories for speedy deployment.

- Perform other related duties as required.

Minimum Qualifications
Education & Professional Work Experience
Years of Experience / Degree Level
For P2/NOB - 3 years relevant experience with Undergraduate degree; or 2 years relevant experience with Graduate degree; or 1 year relevant experience with Doctorate degree

Field(s) of Education
*Information & Communications Technologies; *Computer Science; *Information Systems;
*Information Technologies;                  Project Management; or other relevant field.
(Field(s) of Education marked with an asterisk* are essential)

Certificates and/or Licenses
*ITIL V3 Foundation
Project Management
(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience
Essential
- Experience in IT including managing IT service delivery with SLA based delivery of both centralized and decentralized applications, systems, and services.
- Good understanding and practical experience of ITIL Service Operations processes driven by continuous improvement.
- Experience working with business partners to understand how IT affects an organization and link it to business processes and operational tasks.
- Ability to influence, manage and lead negotiations with stakeholders. Strong interpersonal skills that include effective communications (both verbally and written) at all levels; to technical and non-technical audiences.
- Experience working in a matrixed team to ensure collaborations and effective operations across multiple organisations.
- Experience in project monitoring and control, data analysis, and presentation for executive review and decision making.
- Experience of coordinating activities across different partner organizations developing effective services.

Desirable
- Formal certification in ITIL Service Operations.
- Experience providing IT services, including deep field locations.
- Experience acting as an inter-agency IT focal point.
- Solid understanding of application and infrastructure technologies used in IT systems and services supported by IT staff in the AoR.
- Experience of operating in humanitarian or United Nations organizations, with field experience.
- A good understanding of UN/UNHCR reforms and the priority agenda of the organization.

Functional Skills
*IT-Service Delivery Management
IT-IT Service Delivery Management Software
IT-IT Systems and Standards
IT-IT Network Monitoring & Alerting Tools
IT-IT Collaboration & Communications Tools
IT-IT Service Delivery Management
IT-IT Project, Program or Portfolio Management
IT-Microsoft Office Productivity Software
(Functional Skills marked with an asterisk* are essential)

Language Requirements
For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.
For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.
For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.



All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. 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.
========================================================================================================
See below for this postion's Operational Context
======================================================================================================== The political context in Sudan remains complex, diverse, and fast-changing, necessitating high levels of political sensitivity and solid coordination and communication skills. The operations in Sudan includes emergency response, regular refugee programmes, IDP support (emergency, durable solutions), voluntary repatriation, statelessness, and special projects, for example peacebuilding support funded by the UN Peacebuilding Fund. UNHCR Representation in Sudan has presence in five main regions of Darfur, Kordofan, East Sudan, White Nile Kosti, Blue Nile. The Representation Office in Khartoum provides the overall strategic guidance and implementation of the operations, security, policies, and liaison with key Government stakeholders, donor communities, UNAMID/UNITAMS, UNCT/HCT and NGO partners, provides an oversight of activities in Sudan 15 offices; 4 Sub Offices, 7 Field Offices, 3 Field Units and Damazine office that is being opened.
Under the direct supervision of the ICT Officer, the incumbent will assist the unit with the implementation of the ICT operational plan for the Representation Office in Khartoum. S/he will provide technical supervision and guidance to locally recruited staff and ensure that ICT equipment and services are kept operational at all times. Internally, the incumbent will liaise directly with own Service Delivery Team on daily basis as well as with end users to clarify, analyses and resolve reported issues. S/he may also liaise with external service providers, as required, to resolve escalated infrastructure issues. The incumbent of this position should be an excellent team player with good oral and written communication skills.
The incumbent of this position should have:
¿ Hands-on experience with wireless and VoIP systems
¿ Knowledge of network monitoring software
¿ Hands-on experience with current Microsoft technologies (Windows 10, Office 2010/2013, IIS, Lync, etc.)
¿ Experience working with an external managed service provider for ICT infrastructure maintenance and support, in order to ensure the smooth running of the services.
¿ Undergraduate degree (equivalent of a BA/BS) in ICT or related subject plus minimum 3 years ICT experience supporting ICT infrastructure (LAN/WAN, HF/VHF radio, VSAT satellite systems, PABX, Cisco networking devices)
¿ Formal training and certification on satellite communication and IT systems.
¿ Knowledge of ITIL
¿ Knowledge of VoIP technology and network systems
¿ Excellent knowledge of English
Khartoum is classified as C family duty station. Khartoum features a desert climate (at times very hot and dusty), with only the months of July and August seeing significant precipitation.  Its average annual temperature is about 37.1 °C (99 °F). Particularly, staff with allergy may be affected by the dust. Medical and leisure facilities are limited.  It is possible to find decent houses and apartments with stable water and electricity supply.

Security Level 2 pertains in Khartoum state, however due to the current political situation there is a number of security incidents, such as recurrent demonstrations as a result of the economic challenges and heightened insecurity, particularly in certain locations Staff sensitivity to Sudanese culture and dress code is very important. Assigned staff needs to have completed the BSAFE module and produce copies of certification in order to obtain UN identification card in Sudan and update the TRIP profile. Driving and traffic in Khartoum poses the greatest threat to staff safety and staff should avoid the use of Tuk-Tuk taxies. Criminality is low in Khartoum, but expat accommodation is being targeted. The closing date is 19 September 2021.
We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
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