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Assc IT Infrastructure SDM Off


  • Organization: UNHCR - United Nations High Commissioner for Refugees
  • Location: Tunis
  • Grade: Level not specified - Level not specified
  • Occupational Groups:
    • Infrastructure and Urban-Rural development
    • Information Technology and Computer Science
  • Closing Date:

Hardship Level

A (least hardship)

Family Type


Family Type


Residential location (if applicable)



Staff Member / Affiliate Type

Field Service


Regular > Regular Assignment

Remote work accepted


Target Start Date


Job Posting End Date

February 16, 2023

Standard Job Description

Associate IT Infrastructure SDM Officer Organizational Setting and Work Relationships The Associate IT Infrastructure Service Delivery Management Officer is responsible for ensuring that IT systems and services are available and delivered consistently, reliably, and effectively. The incumbent ensures the corporate Managed Service Providers (MSPs) responsible for delivering IT services and support deliver efficient and effective systems and services in accordance with contractual obligations and best practices. The incumbent coordinates the work of multiple support groups, both internal to UNHCR, as well as MSPs. Understanding the current and future needs, the incumbent ensures that the IT requirements are well understood and that the services and support to staff is adequately provided. The incumbent will have a specific area of focus (platform, network, end-user devices, other) and has regular contact with corporate MSPs, with other Service Delivery Managers (SDMs), with Solution Engineers, with vendors, with IT staff in Field Offices and all Services of the Division of Information Systems and Telecommunications (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. Some supervision of junior IT staff may be expected. 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 - Ensure service requests and incidents are addressed and resolved promptly within agreed service levels. - Serve as part of the escalation chain for end-user and operational issues (Incidents & Service Requests) not resolved within established Service Level Agreements (SLAs); coordinate with MSPs to expedite resolution including prioritization and escalation of SLA performance breaches to supervisor or responsible service tower owner. - Monitor Service Level performance targets (internal and external); including, follow up, validation, and audit of results. - Work closely with other UNHCR SDMs and MSPs to carry out problem management and root cause analysis to help 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. - Identify service delivery process improvements. Take part in and assist the implementation of approved service delivery process improvements. Define support processes in accordance with ITIL best-practices. - Document, update and maintain IT standards which have been selected and approved by the Architecture Review Board. - Monitor, analyse, and report on system and infrastructure performance and capacity in a timely manner and ensure that service providers take appropriate action. - Track expenditures against budgets, prepare forecasts, and perform technical verification of 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, Standard Operating Procedures (SOPs), and Operational Guidelines (OGs). - Use appropriate communication channels with service providers and other relevant DIST staff. - Produce guidelines for Field Offices based on UNHCR standards and industry best practices. - Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements ¿ report non-compliance as appropriate. - Escalate issues that cannot be resolved independently to the supervisor as appropriate. - 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 System *; Information Technologies *; or other relevant field.; (Field(s) of Education marked with an asterisk* are essential) Certificates and/or Licenses ITIL v3 foundation *; Information Technology *; Project Management; PBX/VSAT/CISCO Sec/Firewalls; Satellite Communications; Microsoft Tech Specialist; Windows Server; Telecommunications; Satellite Communications; (Certificates and Licenses marked with an asterisk* are essential) Relevant Job Experience Essential - Minimum 1 year of experience in IT with 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. - Experience working in infrastructure in at least one of the three fields: network, platform, end user devices. - Ability to influence 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 organizations. - 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 in 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. - Experience of operating in humanitarian or United Nations organizations, with field experience. Functional Skills *IT-Computer Literacy *IT-IT Service Delivery Management IT-IT Cloud Hosting Services IT-IT Network Monitoring & Alerting Tools IT-IT Security Management IT-IT Systems and Standards IT-IT Technical Troubleshooting IT-Management of external service providers for IT infrastructure maintenance and support 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.

Desired Candidate Profile

The desired profile of this position includes requirements of hands-on skills and experience in working with Information technology, both its management and infrastructure. The ability to lead a team in a fast-paced and challenging environment is critical to the position due to the volatility and unpredictability of the working environment, including remote management, previous experience in working with OMT, UN Missions and negotiation skills. Knowledge of the dynamic situation of the technology and UNHCR requirements will be an added value. This position requires a forward thinker, solution-oriented in a resource constraint and extremely. The candidate should have a track record of working with functionally and culturally diverse teams. Strong interpersonal, advocacy and communication skills are a must for this position. Arabic Language and knowledge in the region where the culture is highly sensitive in the working environment are an asset to successfully delivering services in this position.

Required languages (expected Overall ability is at least B2 level):



Desired languages


Operational context

Occupational Safety and Health Considerations:

To view occupational safety and health considerations for this duty station, please visit this link:

Nature of Position:

Under the direct supervision of the Assistant Chief of Mission (Admin), 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 with 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 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 have supervisory responsibility for other IT staff both directly and in a matrixed structure.

Libya is a highly sensitive and complex operation; candidate should have previous working experience in an emergency context operation with Inter-Agency coordination i.e. OMT-ICT Working Group and Emergency Telecommunications Sector (ETS). Candidate should also have experience in developing security communications systems according to TESS standards.

As the position is based in Tunisia, as Tunis duty station, while managing Libya operation both back office in Tunis, Country office in Tripoli (Libya) and Field office in Benghazi (Libya), experience in remote management/monitoring is necessary as it contribute to the incumbent 's performance. Experience in drafting SOPs and user guides of various IT services is considered a plus. To have effective communication, the Arabic and English Languages are essential.

Being Libya staff, the incumbent will travel to Libya offices (Tripoli and Benghazi) as needed. During such missions, the incumbent will be accommodated in the UN Compound managed by UNDP on behalf of UN Country team in Tripoli and WFP managed hub in Benghazi.

In view of the volatile security situation, all movements for international staff in Libya, including from the compound to the office are restricted and permitted only in armoured vehicles. The incumbent is also expected to demonstrate flexibility with regard to the lengthy and unpredictable stay in Libya. The incumbent should be prepared to work under very challenging conditions and be able to manage stressful situations and cope well in an unpredictable environment.

Living and Working Conditions:

The position is based in Tunis with very few security restrictions. Tunisia is classified as a category A duty station and all services are available, including health facilities, international schools, banks, housing (both furnished and unfurnished apartments or houses with varying prices). The office in Tunis, which houses Libya back-office in Tunis, Special Envoy and Tunisia Country Office, is located approximately 5 kms from the international airport, with proximity to a number of housing facilities, restaurants and shops nearby.

The weather in Tunisia is generally warmer throughout the year compared to Europe. In summer, temperatures are about 40°C, with approximately 5 days per year with temperatures of 45°C and more. Otherwise, it is 35-40°C, and temperatures may fall to 20-30°C in the evenings. Inland and in the south, however, high temperatures at 40-45°C may go on for weeks.

Additional Qualifications


EM-Emergency Coordination (Cluster, RCM), IT-IT Asset Lifecycle Management, IT-IT Collaboration & Communications Tools, IT-IT End-User Training, IT-IT Microwave Technology, IT-IT Radio Communications (HF, UHF, VHF), IT-IT Support, IT-IT Vendor Management, IT-Video Conferencing Technology


BA: Computer Science (Required), BA: Information and Communication Technology (Required), BA: Information Systems (Required), BA: Information Technology (Required)


Information Technology - Other, ITIL V3 Foundation Level - AXELOS Ltd, Microsoft Tech Specialist - Microsoft, PBX/VSAT/CISCO Sec/Firewalls - Other, Project Management - Other, Satellite Communications - Other, Telecommunications - Other, Windows Server - Microsoft

Work Experience

Annual Budget OL in Operation/Office, Number of Persons of Concern Served, Number of Workforce in Operation/Work Setting, Workforce to Supervise, Working with Persons of Concern: Internally Displaced Persons, Working with Persons of Concern: Refugees


Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Judgement & decision making, Managing performance, Managing resource, Organizational awareness, Stakeholder management, Teamwork & collaboration, Technological awareness

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Add.2 to Bi-annual Compendium 2022 - Part B

Functional clearance

This position doesn't require a functional clearance
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