Only candidates who are not nationals of the country of assignment are eligible to apply to this position
Hardship LevelA (least hardship)
Family TypeFamily
Residential location (if applicable)
GradePR2
Staff Member / Affiliate TypeProfessional
* Staff members will not normally serve in International Professional positions in the country of their nationality. In addition, in case of a first appointment upon recruitment, the assignment must be outside the staff memberโs country of nationality.
In practical terms this means that you are not eligible to apply for International Professional vacancies advertised in the country where you are national of.
ReasonRegular > Regular Assignment
Remote work acceptedNo
Target Start Date2023-05-25
Job Posting End DateJune 15, 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 UNHCRยฟs 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 ยฟ providing input to the Annual Programme Review.
- Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements ยฟ 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 Certification
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) ยฟ
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 for an extended period. Previous experience in working with OMT, Business Operation Strategy (BOS), UN Missions, emergency-like situations and negotiation skills are essential. 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): Arabic
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Desired languages
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Operational context
Occupational Safety and Health Considerations:
To view occupational safety and health considerations for this duty station, please visit this link:
https://wwwnc.cdc.gov/travel
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.
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).
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.
In addition to the roles and responsibilities enshrined in the job description, the candidate for this position is expected to have full responsibilities for IT service delivery of the entire operation while managing it remotely, i.e. from Tunis. Due to the sensitivity and complexity of the working environment, the responsibilities of resource management, value for money and best services to the operation are necessary.
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 several housing facilities, restaurants, and shops nearby.
The weather in Tunisia is generally warmer throughout the year compared to Europe. In summer, temperatures are about 40ยฐC, with approximately 5 days per year with temperatures of 45ยฐC and more. Otherwise, it is 35-40ยฐC, and temperatures may fall to 20-30ยฐC in the evenings. Inland and in the south, however, high temperatures at 40-45ยฐC may go on for weeks.
Additional Qualifications
SkillsIT Coordination, IT-IT Asset Lifecycle Management, IT-IT Radio Communications (HF, UHF, VHF), IT-IT Satellite Communications (VSAT), IT-IT Support, IT-Management of external service providers for IT infrastructure maintenance and support
EducationBachelor of Arts (BA): Computer Science (Required), Bachelor of Arts (BA): Information and Communication Technology (Required), Bachelor of Arts (BA): Information Systems (Required), Bachelor of Arts (BA): Project Management (Required)
CertificationsITIL V3 Foundation Level - AXELOS Ltd, Project Management - Other
Work ExperienceAnnual Budget OL in Operation/Office, Information Technology, Number of Workforce in Operation/Work Setting, Workforce to Supervise, Working with Persons of Concern: Refugees
CompetenciesAccountability, 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
https://icsc.un.org/Home/SalaryScales
Compendium Add. 2 to March 2023 Compendium - Part B
Additional Information
Functional clearanceThis position requires Functional Clearance