Hardship LevelC
Family TypeFamily
Family TypeFamily
Residential location (if applicable)
GradeNOB
Staff Member / Affiliate TypeNational Professional Officer
ReasonRegular > Regular Assignment
Remote work acceptedNo
Target Start Date2023-09-26
Job Posting End DateJuly 10, 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 Operations Management
IT-IT Systems and Standards
IT-Microsoft Office Productivity Software
IT-IT Network Monitoring & Alerting Tools
IT-IT Collaboration & Communications Tools
IT-IT Project, Program or Portfolio Management
IT-IT Service Delivery Management 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 Les compรฉtences et qualitรฉs personnelles du candidat idรฉal sont les suivantes
1. Capacitรฉ ร gรฉrer les fournisseurs informatiques et ร comprendre les opรฉrations de soutien informatique au niveau de la direction.
2. Capacitรฉ ร expliquer aux membres du personnel des questions techniques problรฉmatiques traduites dans un langage gรฉnรฉral non technique en vue d'une rรฉsolution rรฉussie des problรจmes informatiques.
Compรฉtences techniques souhaitables du candidat idรฉal :
1. Expรฉrience (au moins trois ans) dans les applications et technologies Microsoft (M365)
2. Avoir suivi des cours techniques tels que ITILv4, MCSE, CCNA ou รฉquivalent.
Required languages (expected Overall ability is at least B2 level): French
,
,
Desired languagesEnglish
,
,
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 supervision of the Administration Officer, the successful candidate will be in charge of the implementation of IT and Communications tasks in the Representation Office in Djibouti as well as the two Field Offices of Obock and Ali-Sabieh. He/she will work closely with the team in the Regional Bureau in Nairobi.
Living and Working Conditions:
Djibouti, on the Horn of Africa, is a mostly French- and Arabic-speaking country of dry shrublands, volcanic formations and Gulf of Aden beaches.
Djibouti is a multi-ethnic nation with a population of over 1 million inhabitants (the smallest in mainland Africa). French and Arabic are the country's two official languages. About 98% of residents adhere to Islam which is the official religion and has been predominant in the region for more than a thousand years.
Djibouti is strategically located near some of the world's busiest shipping lanes, controlling access to the Red Sea and Indian Ocean. It serves as a key refuelling and transshipment center, and is the principal maritime port for imports from and exports to neighbouring
Ethiopia. A burgeoning commercial hub, the nation is the site of various foreign military bases, including Camp Lemonnier. The Intergovernmental Authority on Development (IGAD) regional body also has its headquarters in Djibouti City.
There is moderate risk from crime in Djibouti. Most reported incidents are crimes of opportunity (e.g. pickpocketing, petty theft) for immediate gain. Panhandlers and street children target foreigners for petty theft by creating distractions. Unreported crimes also commonly occur within the local community. Exercised caution in congested areas such as the central market, city center, and downtown neighbourhoods (known locally as quartiers), especially after dark. Avoid isolated areas, particularly along the urban coastline.
Djibouti is in Seismic Zone 4, indicating a very high likelihood of damage resulting from earthquakes. Although hot conditions prevail year-round, brief periods of moderate to heavy rains can cause severe flooding of roads and homes due to poor infrastructure. High tides exacerbate flooding. In recent years, flooding has led to several fatalities across Djibouti, especially when unpredicted rain leads to flash flooding in the country. Life is
generally expensive including food and accommodation. The climate in Djibouti country is hot and dry all year round, especially during summers. The average temperature varies from 23 ยบ to 29 ยบ in January and from 31 ยบ to 46 ยบ in July
Additional Qualifications
Skills
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, Number of Persons of Concern Served, 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
Additional Information
The English version is considered original and authoritative, translation to other language(s) serve the purpose of advertisement of local positions where applicable but are not considered as official translations
Les compรฉtences et qualitรฉs personnelles du candidat idรฉal sont les suivantes :
Capacitรฉ ร gรฉrer les fournisseurs informatiques et ร comprendre les opรฉrations de soutien informatique au niveau de la direction.
Capacitรฉ ร expliquer aux membres du personnel des questions techniques problรฉmatiques traduites dans un langage gรฉnรฉral non technique en vue d'une rรฉsolution rรฉussie des problรจmes informatiques.
Compรฉtences techniques souhaitables du candidat idรฉal :
Expรฉrience (au moins trois ans) dans les applications et technologies Microsoft (M365)
Avoir suivi des cours techniques tels que ITILv4, MCSE, CCNA ou รฉquivalent.
Functional clearanceThis position requires Functional Clearance