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IT Service Delivery Mgmt Off

Panama City

  • Organization: UNHCR - United Nations High Commissioner for Refugees
  • Location: Panama City
  • Grade: Level not specified - Level not specified
  • Occupational Groups:
    • Operations and Administrations
    • Information Technology and Computer Science
    • Supply Chain
    • Managerial positions
  • Closing Date:

Hardship Level

A (least hardship)

Family Type


Family Type


Residential location (if applicable)



Staff Member / Affiliate Type



Regular > Regular Assignment

Remote work accepted


Target Start Date


Job Posting End Date

February 16, 2023

Standard Job Description

IT Service Delivery Management Officer Organizational Setting and Work Relationships The 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). The incumbent 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. 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 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. - With leadership, 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. 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 IT staff in accordance with business needs, budget, and personnel policies. Coordinate work of IT 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 IT facilities and who implement the correct procedures and practices. 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 regular basis 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 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 Project Management (Certificates and Licenses marked with an asterisk* are essential) Relevant Job Experience Essential Minimum 4-6 years' experience in IT of which 3 spent 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-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

-Previous working experience within UNHCR (HQ and field locations)

-Sound knowledge of UNHCR transformation

-Proven planning skills and change management-oriented attitude.

-Ability to manage a team, proven coordination skills as he/she will be frequently liaising with Country Representations across the region

-Ability to identify innovative and creative solutions to operational challenges.

-Demonstrated training and capacity building skills relevant experience

-Excellent command of English, both written and oral. Spanish is essential for 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:

The Americas Regional Bureau covers an extensive geographical portfolio represented by 14 Field Operations including more than 90 UNHCR field locations throughout the Americas and the Caribbean region. In view of the Bureau's role for managerial oversight, technical guidance, and support the incumbent should have strong proven leadership, managerial and technical capacity. S/he should be a strong team player and business partner with robust service orientation, flexibility, and proactivity. The incumbent should co-ordinate closely with other Units and the multi-functional team to promote collaboration in a healthy working environment. The Bureau IT lead (BITL) provides guidance and oversees IT field operations. The incumbent provides recommendations and strategic directions on improving IT infrastructure and applications, connectivity and upgrades. With the growing expansion of the footprint due to multiple emergencies with increased number of new recruited staff, the incumbent will organize, facilitate frequent training in close coordination with FOSS and ERPS. The BITL shall provide strategic guidance to Representatives on contracts with local service providers to maintain IT support. Demonstrable experience engaging with senior leaders and influence their plans to adopt ICT services and ways of working is highly desirable. In specific circumstances, the BITL will need to lead by example in an all-hands-on deck scenario where the contribution of everyone is required equally at the physical implementation level. The incumbent will travel on missions to remote locations, some with challenging working conditions and security constraints. The IT staff is considered as essential for business continuity, the BITL is a key staff of the office structure and his or her presence will be required. The BITL will report directly to the Regional Controller, with functional reporting line to the Chief, ICT Field Operations Support Section in DIST. The incumbent will have functional supervision of local RB IT staff and of all IT staff in the region. Experience providing IT services including field locations. Experience of application and infrastructure technologies used in IT systems and services supported by IT staff. Change mindset attitude with solid understanding of UN reform and UNHCR transformation. Spanish language proficiency, spoken and written is considered essential and practical work experience of using Spanish language in a day-to-day work is considered an advantage.

Living and Working Conditions:

-Panama City is classified 'A' Duty Station (Family) and has good infrastructure (health, housing, banking, transportation, telecommunications and recreational facilities) and good supply of goods and services, with no particular health hazards. -In terms of security Panama is relatively safe compared to other cities throughout Latin America and it is rated as security level '1 minimal' whereas for Darién Province (border with Colombia) it is security level '2 low'. The city is a communication hub and it is possible to fly to all countries of the region with direct flights and it offers good options for travelling in general. -UNHCR offices are located in the Canal Zone, in a green area outside the city centre called 'Ciudad del Saber' where most of the other UN Agencies are also located, as well as International Schools, NGOs and research centres, etc. -The cost of living is relatively high for the region (reflected in the post adjustment), especially for housing and health, but it is easy to find accommodation on the private market, including in the area of the office in houses or in the city centre towers in modern apartments. Most of the food is imported except for sea products and some fruits and vegetables. There is a wide range of international schools, several of them offering IB curriculum including some in the office area. -In terms of recreational activities, Panama being a hub for the purchasing of goods for neighbouring countries, the city offers a lot of malls and doing shopping and going to malls is a common week end activity. Cultural offer is limited but there is a good offer of restaurants and a dynamic nightlife. Beaches on the Pacific and Atlantic coasts are reachable within one hour by car or by boat directly from the city and there are some options for hiking too. There is also a relatively good range of sports activities.

Additional Qualifications


ITIL Processes, IT Infrastructure Management, IT-IT Operations Management, IT-IT Radio Communications (HF, UHF, VHF), IT-IT Satellite Communications (VSAT), IT-IT Systems and Standards, IT-IT Telephony, IT-Local Area Networks (LAN)


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


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

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

Functional clearance

This position requires Functional Clearance
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