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. – 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 V3 Foundation 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
Required languages (expected Overall ability is at least B2 level):
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In order to enable the Organization to continue to exercise its mandate, a review of its staffing has led to the necessity to reinforce its human resources for a strengthened humanitarian response and intervention to assist some 11,514 refugees and 380,000 IDPs in CAR.
In this situation, the Associate ICT Officer (P2) will ensure that the CAR operation has adequate functioning infrastructure to maintain crucial communications required in operations with high security level, especially radio communications.
Under the direct supervision of the Senior Administrative Officer in Bangui and in coordination with the Senior Regional ICT Officer, the incumbent implements the ICT operational plan in a well-defined geographical area. The incumbent will provide technical supervision and guidance to locally recruited staff and ensure that ICT equipment is always fully operational. The incumbent will decide on appropriate resolution to incidents, escalate issues to the regional level if incidents/problems cannot be resolved within the scope of responsibility and ensure that offices in CAR are provided with all required ICT infrastructure support. The incumbent will actively participate in ICT related meetings to ensure that all decisions taken meet UNHCR’s operational and security requirements.
Internally, the incumbent liaises directly with own Service Delivery Team on a daily basis as well as with end users to clarify, analyze and resolve reported issues. S/he may also liaise with external service providers, as required, to resolve escalated infrastructure issues.
UNHCR has 9 offices in CAR: 1 Representation (Bangui), 1 Sub-Office (Bouar), 5 Field Offices (Bambari, Kaga-Bandoro, Paoua, Obo, Mongoumba) and 2 Field Units in Berberati and Bria.
The country is landlocked and surrounded by countries with security problems (Chad, DRC, Sudan, and Cameroon). Volatile socio-political situation, social unrest and grievance in Bangui with frequent civil servants strikes causing interruption of public services due to years of unpaid salaries. Power cuts are causing insecurity in town. The population in Bangui including the expatriates is concerned about cases of criminalities. The country is totally dependent on Cameroon seaport. There are only 4 airlines that operate to/from Bangui. Travel time from Douala to Bangui for a truckload averages 4 days to a week due to bad roads and roadblocks. The curfew is from 10pm-5am. This situation puts great stress on staff members. There are very limited medical infrastructures and services do not function properly. A UN clinic provides basic medical care for UN personnel. Staff upon arrival are accommodated in UNHCR guesthouse for 3 months after which they arrange own residence within the approved security perimeter in Bangui.
The security situation across the country is still a concern as crimes (theft, abduction, armed robbery, carjackings, murder, illegal detention of weapons and illegal checkpoints / taxation, torture and sexual violence) continue throughout the country because of endemic poverty, easy access to weapons and the weak capacity or absence of judicial authorities in many areas. However, the deployment of the FACA in Bangui led to an improvement of the overall security situation. Movements, activities and clashes between opposing armed groups that are vying for control of mineral rich continue with lower intensity. The endless violence against the civilian population and humanitarian actors, MINUSCA has begun to adopt a more robust posture towards armed groups with positive results.
IT-IT Cloud Hosting Services, IT-IT Collaboration & Communications Tools, IT-IT Microwave Technology, IT-IT Radio Communications (HF, UHF, VHF), IT-IT Satellite Communications (VSAT), IT-IT Technical Troubleshooting, IT-IT Wireless Communications Technology, IT-Local Area Networks (LAN)
BA: Computer Science (Required), BA: Information and Communication Technology (Required), BA: Information Systems (Required), BA: Project Management (Required)
ITIL V3 Foundation Level – AXELOS Ltd, Project Management – Other
Annual 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: Asylum Seekers, Working with Persons of Concern: Internally Displaced Persons, Working with Persons of Concern: Refugees, Working with Persons of Concern: Returned IDPs, Working with Persons of Concern: Returned Refugees, Working with Persons of Concern: StatelessCompetencies
Accountability, 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
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Bi-annual Compendium 2022 Part B – November 2022#4LKDN – job post also available on LinkedIn
This position requires Functional Clearance