IT Systems Serv Deliv Mgmt Of
Kinshasa (Congo Democratic)
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.IT Systems Service Delivery Management Officer
Organizational Setting and Work Relationships
The IT Systems Service Delivery Management Officer is responsible for ensuring that IT applications and solutions 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). The incumbent ensures the various MSPs and UNHCR IT staff under their supervision deliver efficient and effective applications and solutions in accordance to contractual obligations and best practices. Understanding the current and future needs, the incumbent ensures that the IT requirements are understood and have adequate IT applications and solutions to meet business needs the organization and have the IT tools necessary to support their work.
The incumbent has regular contact with MSPs, 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 in a positive manner and leads by example in the adherence and adoption. S/he 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 and managed service providers, both directly and in a matrixed structure. The specific reporting relationships may vary based on the size and structure of the team, solution offerings, products and responsibilities and will be specified in the Operational Context.
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.
Within the Area of Responsibility:
- Oversee daily Business-As-Usual operational decisions, including; incident, problem, change, service request, and asset management.
- With leadership, 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 and Change 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 transition into production from projects as well as ensuring testing of new ICT solution components.
- Recommend, and implement approved, service delivery process improvements. Define support processes in accordance with ITIL best-practices.
- Maintain accurate inventory of all IT applications for corporate solutions and ensure that Configuration 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. 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. Conduct/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.
- Assist in the recruitment and development of DIST, appropriate managed service provider and consultancy staff in accordance with business needs, budget, and personnel policies. Coordinate work of DIST staff under direct or functional (dotted) reporting lines. Identify further skills needed for field staff and end-users and relevant training activities.
- Promote a competent and motivated workforce trained to understand and use the corporate solutions and implement the correct procedures and practices.
- Promote partnership with sister Agencies, Implementing Partners, NGOs and other operational partners in consultation with Regional Bureau/Country Representative/DIST, Headquarters for shared solutions and project experience.
- Perform other related duties as required.
Education & Professional Work Experience
Years of Experience / Degree Level
For P3/NOC - 6 years relevant experience with Undergraduate degree; or 5 years relevant experience with Graduate degree; or 4 years 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
(Certificates and Licenses marked with an asterisk* are essential)
Relevant Job Experience
Minimum 4-6 years¿ experience in ICT of which 3 spent managing IT system service delivery with SLA based delivery of both centralized and decentralized applications and solutions. 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, requirements 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. Experience in Service Delivery Management of Application Services to support centralised IT Solutions.
Application skills and experience required for a specific position will be included in the Operational Context of the Job Opening.
Formal certification in ITIL Service Operations. Experience providing IT services, including deep field locations. Experience acting as an inter-agency ICT focal point. Solid understanding of application and infrastructure technologies used in IT applications and solutions supported by IT staff. 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.
*IT-Service Delivery Management
IT-IT Systems and Standards
IT-Service delivery through outsourced providers
IT-IT Applications Development Lifecycle Methodology
(Functional Skills marked with an asterisk* are essential)
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. 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
M003L3 - Judgement and Decision Making Level 3
X001L3 - Analytical Thinking Level 3
X003L3 - Technological Awareness Level 3
X005L3 - Planning and Organizing Level 3
Please note that UNHCR does not charge a fee at any stage of its recruitment process (application, interview, meeting, travelling, processing, training or any other fees).
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.
Please note that the closing date for positions advertised in the September 2021 Compendium is Wednesday 20 October 2021 (midnight Geneva time).