Associate IT Service Delivery Management Officer

Only candidates who are not nationals of the country of assignment are eligible to apply to this position

Hardship LevelC

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 member’s 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 Date2024-01-24

Job Posting End DateFebruary 14, 2024

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.

- Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).

- Perform other related duties as required.

Minimum Qualifications

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.

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)

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 preferred candidate should have the required academic and on job training in Computer Science, Information Technology or another relevant field.

S/he should be results and service-oriented. Good knowledge of UNHCR standard on IT system and cybersecurity.

S/he should have experience in leading an ICT Unit, and in capacity development of team members.
Considering the challenging work environment, the incumbent is expected to possess strong analytical and drafting skills, a pro-active mature attitude to address complex and dynamic technology situations arising from operational emergencies, as well as the ability to remain calm under stressful environments.

The incumbent must be fluent in French and able to communicate clearly and effectively in English.

Required languages (expected Overall ability is at least B2 level): French

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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:

The Office of the UNHCR was established on 14 December 1950 by the UN General Assembly. The agency is mandated to lead and coordinate international action to protect refugees and resolve refugee problems worldwide. Its primary purpose is to safeguard the rights and well-being of refugees. It strives to ensure that everyone can exercise the right to seek asylum and find safe refuge in another State, with the option to return home voluntarily, integrate locally, or resettle in a third country (www.unhcr.org).

As of 30 novembre 2023, DRC hosts 522,260 refugees and asylum seeker in the country and more than 6.38 million IDPs located mainly in the provinces of Ituri, Kasai, Kivu (north and south) and Tanganyika and 2.9millions returnees. As Protection Cluster lead, UNHCR continues to play a key role supporting the DRC Government in implementing a durable solutions strategy in order to help end the cycles of protracted displacement in the country. As of now, the UNHCR operations in DRC delivering its mandat through 16 field offices including 01 Branch Office, 05 Sub Offices, 08 Field Offices and 2 Field Unit Offices, with a field presence in the provinces of Kasai, Ubangi, Kivu (north and south) and Haut Uele/Bunia.
The representation office in Kinshasa, DRC coordiante the activities of the all operations. In term of ICT, kinshasa oversees all offices in DRC and ensure that all ICT infrastructures are running well. Those infrastructures include computers, servers, VHF network, technical support to vehicle tracking système (VTS).

Considering the size of the country, one of the major challenge faced in delivering ICT service is the logistic pattern with sending urgently equipement from one office to another in need. The transport arrangement from Kinshasa is done only by shceduled UNHAS flight and commercial. Some locations such as Faradje, Uvira, etc do not have any air service from UNHAS nor commercial.

ICT unit in kinshasa also ensure that all the over 400 staff receive adequate IT service in order work effectivelly and efficiently the person we serve.

The Associate IT Service Delivery Management Officer provides support to the IT Service Delivery Management Officer country lead through continuous support and assistance in order to ensure all infrasture meet UNHCR standard and all ICT services are rendered in an efficient manner to all staff in cluding sub office and field offices.

Under the direct supervision of the IT Service Delivery Management Officer, the Associate IT Service Delivery Management Officer will undertake the following tasks:

• Supervise the implementation of the ICT operations plan and thereafter to ensure that all equipment is in good working condition at all times as to meet the ICT needs of the offices.
• Monitor and coordinate the work of other ICT staff as directed by the Head of Offices in accordance with the standards set by Headquarters.
• Support Daily Business-As-Usual operational decisions, including; incident, problem, change, service request, and asset management.
• Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements reporting non-compliance as appropriate.
• Serve as primary escalation point for end-user and operational issues (Incidents, Service and Change 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.
• Support deployments and transition into production from projects as well as ensuring testing of new ICT solution components.
• 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.
• Liaise directly with end users to clarify, analyse and resolve reported issues, delivering high standards of customer service.
• Maintain an up-to-date inventory of all infrastructure equipment under.
• Assist in liaising with the National Regulatory Authority to ensure that licenses and permissions required to operate UNHCR telecommunications networks are obtained.
• Act as an associate Service Delivery Manager (SDM) and implement the delivery of technology services to customers.
• Ensure systems are well operational for day-to-day operations, monitors performance, and provide user support.
• Implement cybersecurity prevention, protection and mitigation measures put in place such as MFA, Bitlocker, SSPR, etc. and assure they are functioning on each user end device.
• Provide technical support to various IT projects in the counrty operations.

  Living and Working Conditions:

  DRC is the third largest country in Africa, and as a result is quite diverse. Living conditions therefore vary between UNHCR duty stations, with all usual amenities present in the capital Kinshasa, but only very basic conditions in remote duty stations in the provinces, where for instance, there may be no guarantee of public power supply, running water nor adequate healthcare facility. Accommodation remains expensive in Kinshasa. There are several Supermarkets in town, but consumer items are generally very expensive. Local markets offer a much cheaper alternative for food items. UN international personnel are only allowed to reside within an established Residential Security Perimeter.

  The unit of currency is the Congolese Franc. The US dollar is the other preferred currency. It may be impossible to exchange travellers checks away from the capital city. Credit cards are usually accepted in major hotels and some supermarkets in Kinshasa. In larger towns and cities (e.g. Kinshasa, Goma, Bukavu, Kisangani), it is recommended to open US Dollar bank accounts, while in other places, banks may be absent (including ATMs) and payments will be processed in cash.

  In addition to French, there are four major spoken languages in DRC, namely Lingala, Kikongo, Tshiluba and Swahili.

  Kinshasa is currently a security level 2 duty station. The security situation in Kinshasa is relatively calm. The security related threats staff may face in Kinshasa are mainly from crime and civil unrest. Criminality is prevalent in Kinshasa, including Gombe commune in the city centre. Criminality activities include street and house robbery, vehicle-related crimes such as break-ins. UN personnel are not specifically targeted, but criminals focus attacks on those perceived to have money and valuables. Identified crime actors are street children locally called Shegués, organized gangs and unemployed youth called Kulunas, and sometimes uncontrolled elements of the national security forces. Of special concern are armed robberies committed by criminals posing as policemen who target foreigners walking alone. These criminals present what looks like a legitimate ID card of the security forces, get the victim inside a vehicle and rob them of valuables before letting them go. UN personnel must also be aware of the danger from driving in Kinshasa. Road traffic accidents are the most common security incident for the UN in Kinshasa.

  Additional Qualifications

  SkillsIT-IT End-User Training, IT-IT Support

  EducationBachelor of Arts (BA): Computer Science, Bachelor of Arts (BA): Information and Communication Technology, Bachelor of Arts (BA): Information Systems, Bachelor of Arts (BA): Project Management

  CertificationsITIL Certification - Foundation Level - AXELOS Ltd, Project Management - Other

  Work ExperienceWork Context: Emergency, Workforce to Supervise

  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. 3 to Bi-annual Compendium 2023 - Part B

  Additional Information

  Functional clearanceThis position requires Functional Clearance