JOB DESCRIPTION

H (no hardship)

Family

Family

PR5

Professional

Reason

Regular > Regular Assignment

2025-10-01

August 8, 2025

Chief of IT Operations Section

Organizational Setting and Work Relationships

The Chief of IT Operations Section reports directly to the CIO and Head of the Information Technology Service (ITS). The incumbent is a member of the Senior Management Team and leads the IT Operations Section (IT OPS). S/he is responsible for ensuring that IT services function effectively and meet agreed service levels across the organization.

The Chief plays a key leadership role supporting the High Commissioner’s Strategic Priorities by driving improvements in IT services, adopting new technologies, and enhancing operational efficiency. The Chief identifies and develops new IT services, oversees their implementation, and ensures that IT projects deliver the expected results. The role also includes managing the maintenance and support of global IT infrastructure.

The Chief oversees key operational areas including Platforms, Networks, End-user Devices, Security Operations, Identity and Access Management, and Managed Service Providers (MSP). S/he is responsible for ensuring that IT services are reliable, secure, and efficient, and that they align with the organization’s goals and business needs.

The Chief works closely with internal teams such as the Business Relationship Management Section and the IT Site and Emergency Support Unit to ensure the organization has the necessary skills and capacity. The Chief coordinates with IT Service Delivery Management Officers in the regional bureaux and field operations to ensure effective service delivery at all levels. The Chief also collaborates with Solution Engineering to ensure that new solutions align with infrastructure standards, and with the Portfolio Management Office to manage projects according to the corporate Project Management Life-Cycle Process. The Chief partners with the Chief Information Security Officer to ensure compliance with security policies and standards.

Externally, the Chief engages with software and hardware vendors to stay informed about technology trends and to ensure support is available when needed. S/he also manages relationships with service providers responsible for infrastructure, cloud, and security services to ensure consistent and reliable delivery.

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

• Deliver IT operational services in line with agreed Service Level Agreements (SLAs), ensuring both internal and outsourced infrastructure run efficiently and are continuously improved to meet evolving business needs.
• Manage the IT Operations Section, overseeing the performance, capacity, and availability of the organization’s global IT infrastructure. This includes responsibility for private and public cloud services, computing, storage, networking, connectivity, and end-user devices. Ensure that IT operations are guided by clear policies, procedures, and standards.
• Maintain a strong security operations function by ensuring the right people, processes, and technologies are in place to detect, contain, and respond to IT threats. Monitor systems for potential cybersecurity incidents and ensure they are properly handled and reported.
• Oversee the identity and access management (IAM) function, ensuring it includes the necessary tools and controls to manage user identities, track access, and enforce access policies across the organization.
• Provide leadership and direction to IT Operations staff and partners. Support staff development, particularly in IT operations and cybersecurity skills. Manage team priorities and resolve conflicts as needed, and approve budget expenditures within the area of responsibility.
• Foster strong relationships with infrastructure and security Managed Service Providers (MSPs), including those responsible for the Global Service Desk (within Global Shared Services), Security Operations Centre, IAM, global connectivity, and infrastructure services. Conduct regular performance reviews with MSPs to address any service issues or concerns.
• Ensure IT Operations staff follow established service management processes, SLAs, and standards, and support compliance across the organization. Coordinate with change and configuration management owners to ensure changes align with cross-functional standards.
• Support long-term planning to ensure IT Operations can meet future business needs, with appropriate funding and annual operational plans aligned to strategic goals. Review and approve MSP strategies and plans as part of vendor oversight.
• Supervise the Solution Engineering team to ensure that new solutions are effectively designed, aligned with corporate standards, and fully compatible with the organization’s IT infrastructure and service delivery model.
• Work with the IT Project Management Officer (PMO) to ensure that projects follow the approved Project Development Life-Cycle. Support the maintenance of a balanced project portfolio aligned with organizational goals, and allocate IT Operations resources as needed to support successful project delivery.
• Collaborate with the CIO, the Chief of IT Business Relationship Management Section, and the Head of IT Site and Emergency Support Unit to ensure that ITS and IT strategies are realistic, well-aligned, and effectively implemented. Build strong relationships with regional bureaux and divisions to understand their IT Operations and Security needs, influence their planning, and help them make the best use of available services.
• Engage with UN agencies and NGO partners on joint initiatives that deliver shared value, and represent UNHCR in discussions with member states, private sector partners, service providers, and implementing partners.
• Lead risk assessments and discussions with team(s) to proactively manage risks and seize opportunities impacting objectives. Ensure that risk management principles are integrated in decision-making both at strategic and operational levels. Allocate resources for planned treatments with resource requirements in Strategic Plans. Ensure that risks are managed to acceptable levels and escalate, as needed. If a Risk Owner, designate the Risk Focal Point and certify that the annual risk review is completed and ensure that the risk register is updated during the year, as needed.
• Perform other related duties as required.

Minimum Qualifications

Years of Experience / Degree Level

For P5 – 12 years relevant experience with Undergraduate degree; or 11 years relevant experience with Graduate degree; or 10 years 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

Not specified

Relevant Job Experience

Essential

Progressively responsible experience in information technology, with a strong focus on managing enterprise-wide IT Operations and Security functions at a senior managerial level. In-depth technical knowledge of IT infrastructure, security, and operational processes. Proven track record in leading and managing IT operations and information security teams, delivering a broad range of services in line with agreed service levels, and fostering a culture of continuous improvement with measurable outcomes. Recent experience overseeing multiple global outsourced Managed Service Providers, covering all aspects of the vendor management life cycle. Demonstrated ability to influence, manage, and lead negotiations with internal and external stakeholders, including software and hardware vendors and strategic partners, particularly in shaping product roadmaps, negotiating contracts, and implementing service agreements. Strong experience in developing long-term strategic IT business plans, analyzing complex business needs and processes, and influencing business stakeholders to adopt new services and ways of working. Solid program and project management experience, with a strong understanding of the Project Management Life Cycle (PMLC). Comprehensive knowledge of systems operations and maintenance support, including experience managing a 24/7 on-call support function. Experience leading globally distributed teams in a matrixed environment to ensure collaboration and effective service delivery.

Desirable

Experience working with or within humanitarian or UN agencies at senior management levels. Working knowledge of ITIL processes and ITIL certification. Experience managing IT infrastructure for a global organization with deep field presence. Experience transitioning from in-house services to managed service models.

Functional Skills

*IT-Service Delivery Management;

*IT-Management of external service providers for IT infrastructure maintenance and support;

*IT-ITIL Processes and Service Operations Management;

IT-Experience with ICT infrastructure support;

IT-Information Technology (Practices/Processes);

IT-ICT Operations Management;

IT-IT Systems and Standards;

IT-Microsoft Office 365

(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.

Competency Requirements

All jobs at UNHCR require six core competencies and may also require managerial competencies and/or cross-functional competencies. The six core competencies are listed below.

Core Competencies

Accountability

Communication

Organizational Awareness

Teamwork & Collaboration

Commitment to Continuous Learning

Client & Result Orientation

Managerial Competencies

Empowering and Building Trust

Managing Performance

Judgement and Decision Making

Strategic Planning and Vision

Leadership

Managing Resources

Cross-Functional Competencies

Analytical Thinking

Technological Awareness

Planning and Organizing

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.

The incumbent of this position is expected to have technical expertise in running and managing a large, international IT Operation while also being forward looking with an eye on new technologies that will allow the agency to maintain its position as the trusted source for data and information in relation to the forcibly displaced.
The incumbent needs to have experience in the following:

• Deep knowledge of IT infrastructure in the context of UNHCR operations
• Having experience with global IT infrastructure role
• Good management experience to help streamline infrastructure, reduce cost, and increase infrastructure availability
• Inspiring team leader
• Ability to manage complex transformation on a global scale

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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 Information Technology Service of UNHCR has outsourced much of the day-to-day operation of its IT infrastructure as part of the overall Master Service Agreement for the Provision of Infrastructure Operations and Managed Workplace Services.  This includes management of both central (internal data centre and cloud) and distributed (regional, national, and field office) network, compute, and storage facilities.  In addition, communications across our massively distributed workforce are provided through national and international carries, including a major satellite service provider.

Our IT systems and processes must continue to support the mandate of the organization and the persons of concern we serve.

UNHCR has standardized on and has a significant investment in Microsoft’s technology stack, from the desktop operating system and productivity tools, servers, databases, user directories, applications, and business intelligence reporting.  The incumbent will work with the Divisions Solution Engineers to ensure future technology decisions meet the organization’s business needs and continue to provide best value for money.

Living and Working Conditions:

Additional Qualifications

Skills

IT-IT Service Delivery Management, IT-IT Systems and Standards, IT-Management of external service providers for IT infrastructure maintenance and support, IT-Microsoft Office Productivity Software

Bachelor of Arts: Computer Science, Bachelor of Arts: Information and Communication Technology, Bachelor of Arts: Information Systems, Bachelor of Arts: Information Technology, Bachelor of Arts: Project Management

Certifications

Competencies

Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Judgement & decision making, Leadership, Managing performance, Managing resource, Organizational awareness, Planning & organizing, Strategic planning & visions, Teamwork & collaboration, Technological awareness

https://icsc.un.org/Home/SalaryScales

Compendium

Add. 2 to the Bi-Annual 2025 Compendium – Part B

Additional Information

This position doesn”t require a functional clearance