Job Requisition Type

Evergreen (Formerly known as talent pools, in order to have a balanced number of ready-to-hire candidates who can be deployed at short notice to a vacancy that best matches their skills. Evergreens are primarily used to fill Temporary Appointments.)

Call for applications - IT Service Delivery Management Officer, P4

Location: Various location

Why should you join us?

UNHCR, the UN Refugee Agency, takes the lead in protecting people forced to flee wars and persecution around the world, providing life-saving aid including shelter, food and water to ensure their basic safety, rights and dignity. With 18,879 women and men working in 137 countries, we work tirelessly to make a difference in the lives of 89.3 million forcibly displaced people worldwide.

Our dedicated and professional staff work around the clock in roles including legal protection, community services, public affairs, health and more. Despite the challenges they can face, our staff are proud to work for UNHCR and determined to make a positive impact.

How can you make a difference?

The Senior 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 with the 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 contacts 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 one or more SDM and/or 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.

Key responsibilities and duties:

• 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.

• 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.

• 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 partnership with sister Agencies, Implementing Partners, NGOs and other operational partners in consultation with Regional Bureau/Country Representative/DIST, Headquarters.

Additional duties for Regional Bureau positions (Bureau IT Lead):

• Evaluate and discuss IT needs and resource requirements (both financial and human) with Representatives and Heads of Office through regular meetings.

• Monitor developments which might lead to situations of concern, identify potential options for support, and keep DIST FOSS & EPRS appraised.

• Undertake security preparedness and response assessment missions in the region in liaison with EPRS and, upon request, temporarily act as the Emergency IT Coordinator.

• Regularly report to the Chief of FOSS.

• Disseminate guidelines for communication procedures which meet staff security needs in conjunction with the Field Safety Advisors and EPRS.

• Provide oversight and guidance in the operation of IT systems and services (applications and infrastructure) in association with DIST to jointly plan the approach to delivering IT services in the Region.

Who are we looking for?

Candidates with 9 years relevant experience with Undergraduate degree; or 8 years relevant experience with Graduate degree; or 7 years relevant experience with Doctorate degree.

Requirements

University degree in IT or related subject. Minimum 9 years’ experience in IT of which 4 spent managing service delivery in a complex, global environment 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 leading 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.

Advantage

Formal certification in ITIL Service Operations. Formal certification in Project Management (PRINCE2, PMI). Experience providing IT services globally, 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.

For a more detailed description, please review the job description:

https://www.unhcr.org/63da6c744

COMMITMENT TO DIVERSITY AND INCLUSION

UNHCR’s workforce consists of many diverse nationalities, cultures, languages and opinions. We seek to sustain and strengthen this diversity and to ensure equal opportunities, as well as an inclusive working environment, for our entire workforce. Joining us means living, sharing and promoting these core values of inclusion, diversity and gender equality.

Applications are encouraged from all qualified candidates without distinction on the grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.