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, P3

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 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.

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 Audit recommendations and actions are completed in a timely manner.

• 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.

Who are we looking for?

Candidates with 6 years relevant experience with Undergraduate degree; or 5 years relevant experience with Graduate degree; or 4 years relevant experience with Doctorate degree.

Requirements

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.

Advantage

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.

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

https://www.unhcr.org/63da6c854

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.