Organizational Setting and Work Relationships
The IT Systems Service Delivery Management Officer is responsible for ensuring that IT applications and solutions 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). The incumbent ensures the various MSPs and UNHCR IT staff under their supervision deliver efficient and effective applications and solutions in accordance to contractual obligations and best practices. Understanding the current and future needs, the incumbent ensures that the IT requirements are understood and have adequate IT applications and solutions to meet business needs the organization and have the IT tools necessary to support their work.
The incumbent has regular contact with MSPs, 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 in a positive manner and leads by example in the adherence and adoption. S/he 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 and managed service providers, both directly and in a matrixed structure. The specific reporting relationships may vary based on the size and structure of the team, solution offerings, products and responsibilities and will be specified in the Operational Context.
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:
Minimum Qualifications
Education & Professional Work Experience
Years of Experience / Degree Level
For P3/NOC - 6 years relevant experience with Undergraduate degree; or 5 years relevant experience with Graduate degree; or 4 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
(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
Minimum 4-6 years¿ experience in ICT of which 3 spent managing IT system service delivery with SLA based delivery of both centralized and decentralized applications and solutions. 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, requirements 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. Experience in Service Delivery Management of Application Services to support centralised IT Solutions.
Application skills and experience required for a specific position will be included in the Operational Context of the Job Opening.
Desirable
Formal certification in ITIL Service Operations. Experience providing IT services, including deep field locations. Experience acting as an inter-agency ICT focal point. Solid understanding of application and infrastructure technologies used in IT applications and solutions supported by IT staff. 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-Service Delivery Management
*IT-ITIL Processes and Service Operations Management
IT-Information Technology (Practices/Processes)
IT-IT Systems and Standards
IT-Microsoft Office 365
EX-Experience with outsourced providers in delivering services
IT-IT Applications Development Lifecycle Methodology
(Functional Skills marked with an asterisk* are essential)
This vacancy is archived.