About the job

The 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). The incumbent 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. 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 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.
• With leadership, 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. 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. Conduct/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.
• Assist in the recruitment and development of IT staff in accordance with business needs, budget, and personnel policies. Coordinate work of IT staff under direct or functional (dotted) reporting lines. Identify further skills needed for field staff and end-users and relevant training activities.
• Promote a competent and motivated workforce trained to understand and use IT facilities and who implement the correct procedures and practices.

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 regular basis 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

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 Certification Project Management (Certificates and Licenses marked with an asterisk are essential)

Relevant Job Experience

Essential

• Minimum 4-6 years' experience in IT of which 3 spent 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-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

No additional specific attributes beside those included in the JD are required. Required languages (expected Overall ability is at least B2 level):

,

Desired languages

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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 IT SDM Officer will be required to act as focal person for UNHCR in the Somalia inter agency ICT WG and occasionally be the lead or focal person for activities/projects; to act as focal person for UNHCR in the Somalia Communications Cluster.

Under the direct supervision of the Senior Admin Officer, the IT SDM Officer will directly supervise the IT Associate (FS5) and provide functional/ technical support to one ICT Associate and three ICT Assistants and based in each of the sub Offices. The IT SDM Officer will interact with other UN agencies in the capacity of focal point for UNHCR in the IA ICT working group and the UN communications cluster.

Living and Working Conditions:

The security situation in Somalia is well-known for being volatile and unpredictable. The incumbent should therefore have experience in working in stressful conditions, have sound security awareness, and be sensitive to social, cultural and religious norms.

UNHCR has its own accommodation and Office compound within the AMISOM protected area. There are several restaurants and shops within the protected area that staff can find different food and non-food items. There is no banking service but there are several ATM machines within the protected area where staff can withdraw up to 500USD at a time with Visa cards. USD is also commonly used locally in cash during shopping. There is a PX shop within AAIA AMISOM protected area, where basic food, beverage and clothes stuff can be bought. UNSOS has level II hospital in the compound accessible to UN staff on a cost recovery basis through the Office. For recreational activities, the

accommodations as well as UNSOS compound have gym & sport facility that are accessible to UN staff and residents. Also, international staff can walk around certain unrestricted perimeter of the UN compound such the seaside etc. Mogadishu airport called Adan Abdullahi International Airport located within the AMISOM protected area within few minutes' drive away from the accommodation. There is reliable telephone and internet service in the compound.

Staff members are provided radio equipment, mobile sim card, laptop and PPE on arrival. Mogadishu is a high-risk non-family E-duty station with 4 weeks R&R cycle. Field missions by international staff requires security escort within a very limited radius of the Town and must be planned in advance in close cooperation with Security Officer.

Staff are required to complete all mandatory trainings including BSAFE before travel, as well as SSAFE is feasible. There is daily UN Flight from Mogadishu to Nairobi. Additionally, there are few airlines with a daily flight from Mogadishu to Nairobi, Addis Ababa and Istanbul.

Additional Qualifications

Skills

Education

BA: Information Technology (Required) Certifications

ITIL V3 Foundation Level - AXELOS Ltd, Project Management - Other Work Experience

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 Competencies

Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Judgement & decision making, Managing performance, Organizational awareness, Planning & organizing, Teamwork & collaboration, Technological awareness UNHCR Salary Calculator

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

Compendium March 2023 Compendium - Part B Additional Information

Functional clearance

This position requires Functional Clearance

How to Apply

APPLY HERE