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Assc IT Serv Delivery Mgmt Of


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

Hardship Level


Family Type

Non Family with Residential Location

Family Type

Non Family with Residential Location

Residential location (if applicable)

Nairobi (CO), Kenya



Staff Member / Affiliate Type



Regular > Regular Assignment

Remote work accepted


Target Start Date


Job Posting End Date

February 16, 2023

Standard Job Description

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-IT Service Delivery Management IT-IT Collaboration & Communications Tools IT-IT Network Monitoring & Alerting Tools IT-IT Operations Management IT-IT Project, Program or Portfolio Management IT-IT Service Delivery Management Software IT-IT Systems and Standards 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

Prendre en charge toutes les questions liées aux technologies de communication de toute la sous-delegation de Goma.

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:

The Democratic Republic of Congo (DRC) hosts 529,000 refugees, including 213,331 Rwandan and 43.158 Burundian refugees in North and South Kivu (N/SK). The Country also hosts more than 5 million IDPs among whom nearly 4million live in N/SK. The majority of IDPS live in host communities with less than 90,000 in IDP sites in North Kivu. Security situation in North Kivu remains fragile due to the prevalence of armed groups considered as main responsible of many violations against civilians. With the deterioration of the security context, a State of Siege was declared on 6th May 2021 for North Kivu and Ituri Provinces. Civilian authorities, territorial administrators and Governors have been replaced by military/ police officers. The State of Siege has already had significant impact on the protection of civilians, with increased reports of human rights violations by state military forces and reprisals by armed groups. Regular protest movements take place because of the lack of improvement in the security situation. The Associate ICT Officer will be based in Goma, supervised by the Admin/Finance Officer, and will oversee all 5 offices. S/He will supervise telecom operators, ICT associate, Snr ICT assistant, Snr generator technician in the management of computing; radio; telephone; VTC tracking and other comms needs, including through collaboration with Mission and other AFP partners, Government and private providers. In addition to ensuring that IT systems and services are available and delivered consistently, reliably, and effectively, the incumbent will oversee the implementation of UNHCR archive procedures within the sub-office. The incumbent needs to be alert to system weaknesses and available for emergency responses. The applicant will also - Provide coaching, and training to ICT staff and users - draft procedures and instructions to promote a better understanding of the use of the ICT equipment - assist and advise offices in the recruiting and training of ICT staff and end user support - provide input for sub-office risk management - Support Cash delivery through collaboration with mobile money partners The ability to learn new IT systems and packages effectively is required. Given the complexity of nowadays IT environment, the applicant must be solution and client oriented, flexible, and able to work under pressure. Recruitment by UNHCR is subject to proof of vaccination against COVID-19.

Living and Working Conditions:

Goma is the capital of North Kivu province, bordering Rwanda. It has an estimated population of 1 million. Despite Goma being an important gateway to eastern DR Congo, it remains isolated from other DRC cities due to poor road infrastructure. Boat transport is used extensively to commute with other towns bordering the Kivu lake (e.g., Bukavu). Staff reside in commercial accommodation available in town. The city sits on the Nyragongo volcano, which erupted in May 2021, an event which together with the earthquakes that followed the eruption forced the evacuation of a portion of the town, and a certain amount of disruption while the city re-established itself in the aftermath. The volcano remains active, and volcanologists report that larva has started to fill the crater again. The prior eruption was in 2002. Medical facilities in Goma are limited and equipped to deal with moderate medical cases. Evacuation opportunities are limited. However, air ambulance evacuation can be organized for life threatening emergencies during daytime. Candidates with conditions requiring regular treatment or medical supervision should be appropriately advised. The climate is classified as tropical wet and dry, although temperate as the city sits at altitude. There are banking facilities in Goma. There is an acceptable access to communication means, such as internet, telephone sim cards etc. Despite all the security measures, UN staff remains at risk due to rampant and persistent criminality fuelled by economic hardship, ill-paid police and military personnel, and presence of armed groups. Staff members are exposed to house break-ins, ambushes, car-jacking, and violent crimes. Strict adherence to security measures will be advised to all staffs in order to preserve them from being victims of serious security incidents and enable a smooth and secure conduct of UN operations. A government-imposed curfew of 10pm is in place. Goma is currently a security level 3 duty station. The currency is the Congolese Franc. The US dollar is also used. It may be impossible to exchange traveller 's checks. Credit cards are usually accepted in major hotels and some supermarkets. It is recommended to open US Dollar bank accounts. In addition to French, there are four major spoken languages in DRC, namely Lingala, Kikongo, Tshiluba and Swahili.

Additional Qualifications


IT-IT Collaboration & Communications Tools, IT-IT Network Monitoring & Alerting Tools, IT-IT Project, Program or Portfolio Management, IT-IT Service Delivery Management, IT-IT Service Delivery Management Software, IT-IT Systems and Standards, IT-Microsoft Office Productivity Software


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


ITIL V3 Foundation Level - AXELOS Ltd, Project Management - Other

Work Experience

Administration, Building Services and Facilities, Communications, Data Management, Information Management, Information Technology, Number of Workforce in Operation/Work Setting, Work Context: High Risk Environment Operations, Work Context: Support Function, Workforce to Supervise, Working with Persons of Concern: Internally Displaced Persons


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

UNHCR Salary Calculator


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

Functional clearance

This position requires Functional Clearance
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