Hardship LevelA (least hardship)
Family TypeFamily
Family TypeFamily
Residential location (if applicable)
GradeNOB
Staff Member / Affiliate TypeNational Professional Officer
ReasonRegular > Regular Assignment
Target Start Date2024-01-01
Job Posting End DateJanuary 2, 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 incumbent should have several years of working experience in the ICT field in large operations so that s/he can quickly understand the dynamic of the SAMCO operation and ensure the timely delivery of support needed by other units as well as by the Senior Management. The candidate should have excellent communication and interpersonal skills and should be able to provide solid end user support. The incumbent should be able to work in English fluently given that the working language of the duty station is English.
Experience in the following ICT areas is desirable:
• Microsoft Windows 10/ 11 desktop operating system
• Microsoft Intune Endpoint management services
• Microsoft O365 Office suite
• Microsoft Power BI
• Cloud ERP systems and other cloud hosted solutions
• Audio/ visual support for hybrid meetings (physical + online participation)
• Microsoft Power Apps
• Implementation of corporate cyber security measures including the use of threat identification and analysis tools for endpoints.
• Installation and maintenance of Local Area cabled and wireless networks.
• ICT inventory management and movement tracking solutions
• Identification, evaluation, and implementation of corporate Internet connectivity solutions
• Dealing with external suppliers of ICT equipment and services.
• Planning and budgeting for ICT equipment and services
• ITIL (Information Technology Infrastructure Library) Foundational level training
Required languages (expected Overall ability is at least B2 level):
,
,
Desired languages
,
,
Operational context
To view occupational safety and health considerations for this duty station, please visit this link:
https://wwwnc.cdc.gov/travel
The general situation in South Africa remains stable despite growing tensions mainly regarding a wave of violence against foreigners, social and economic challenges, and good governance concerns. The South Africa Multicounty Office (MCO) is embarking on operationalizing the Global Compact on Refugees; with a focus on applying comprehensive refugee responses using a regional approach. Asylum seekers moving from other parts of Africa and Asia to South Africa continue to raise concerns of the authorities, prompting governments in the region to restrict access to the territory and asylum procedures. In response to the increasing pressure on asylum space significant backlogs in refugee status determination have emerged, which is also a result of migratory flows. UNHCR is currently providing technical support to the Government regarding advice on how to reduce its appeal backlog. South Africa is party to both the refugee OAU 1969 Convention and the 1951 Convention; UNHCR is robustly promoting accession to international statelessness conventions as well. The candidate to be recruited should be prepared to travel to countries covered by the MCO (Botswana, Comoros, Eswatini, Lesotho, Madagascar, Mauritius, Namibia, and Seychelles) to strengthen protection support, as required.
The Associate IT Service Delivery Management Officer is the Head of the Sub-Unit that provides ICT support to the whole SAMCO (South Africa Multi-Country Office) operation. This position is expected to have full responsibilities for IT service delivery of the entire operation. The incumbent will be under the direct supervision of Snr Admin/Finance Officer. The incumbent ensures that the IT requirements are understood and that offices within their respective area of responsibility have adequate IT Services to maintain communications across the organization and have the IT tools necessary to support their work. The Associate IT Service Delivery Management Officer ensures the implementation of country priorities related to the ICT and, with his/her team, provides adequate daily support to all units and offices within the SAMCO operation. S/he also supervises ICT staff and ensures coordination and compliance with UNHCR global ICT policies and rules with particular emphasis on cybersecurity, with the technical guidance provided by the Senior Regional IT Service Delivery Manager based at the Regional Bureau for Southern Africa. This Multi-Country operation requires maturity and strong management skills that are essential in providing the required support to the SAMCO Offices. The at the same time it requires the incumbent to possess very strong functional and cross cutting competencies that would be extended to the team in general. The incumbent will be engaged in monitoring various infrastructure projects, including solarization project, as well as direct, train, motivate and provide guidance to staff under her/his direct supervision and in close coordination with the Snr Finance/Admin Officer. Due to the sensitivity and complexity of the working environment, the responsibilities of resource management, value for money and best services to the operation are necessary. Travel within the area of operation (AoR) is an integral part of this function, sometimes at short notice.
The candidate should be able to provide coaching and training to ICT staff and users on UNHCR standard ICT tools and services. S/he should be able to draft procedures and instructions to promote a better understanding of the use of the ICT equipment and services. The candidate should be ready to work in a complex operation and in an environment of vast cultural and racial diversity. The position calls for pro-active engagement with internal and external stakeholders in identifying risks and potential issues and providing recommendations on appropriate solutions, as well as bringing any major issues to senior management's attention on a timely fashion. The incumbent may be required to work under pressure for long hours and beyond normal working hours in the search for solutions to ICT related breakdowns that could occur and affect the work of the other staff in the AoR .
Pretoria is a city located in the northern part of Gauteng Province in South Africa. It is one of the country's two capital cities serving as the executive (administrative) and de facto national capital. The other is Cape Town, the legislative capital. The Central Business District (CBD) of Pretoria has been the traditional centre of government and commerce, although today many corporate offices, small businesses, shops and government departments are situated in the sprawling suburbs of the city rather than the CBD. The city has a population of approximately 1,985,997 with an influx of foreign nationals. Pretoria has over the years had very diverse cultural influences and this is reflected in the architectural styles that can be found in the city. The main languages spoken in Pretoria are Pedi, Afrikaans, Tswana, Tsonga, Zulu and English. Ndebele and Sotho are also widely spoken. The living class in Pretoria can be classified as middle to high income earners.
The living conditions in South Africa are generally very good. Housing and basic commodities are readily available. The country has an abundance of health providers of all sectors. The country's infrastructure and communication facilities are of international standard and are amongst the best in the African continent. Crime continues to be of concern. Burglaries (house break-ins) and car-jacking are common. ATM fraud is also rampant as well as cyber-crime - financial related.
Even though the position is based in Pretoria, s/he is expected to travel on missions to remote locations in the field, where the quality of life and working conditions would be challenged alongside with security concerns.
Additional Qualifications
SkillsIT-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, IT-IT Service Delivery Management Software, IT-IT Systems and Standards, IT-Microsoft Office Productivity Software
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 Experience
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
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Additional Information
Functional clearanceThis position requires Functional Clearance