Apply now | IT Service Delivery Management Officer Job Vacancy | UNHCR
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- Recruiting for the position of P4 IT Service Delivery Management Officer
- Locations: Numerous
Why should you come along?
The UNHCR, or UN Agency for Refugees, is in charge of defending those who are compelled to leave war and persecution throughout the world by offering life-saving relief including housing, food, and water to secure their fundamental rights, safety, and dignity. We ceaselessly seek to improve the lives of the 89.3 million forcibly displaced people around the world, with 18,879 women and men working in 137 nations.
Our committed and qualified staff members operate around the clock in a variety of capacities, such as legal defense, social services, government relations, and health. Our staff members are proud to work for UNHCR and committed to having a positive effect despite the difficulties they occasionally confront.
How can you influence things?
The availability and efficient, consistent, and reliable delivery of IT systems and services are the responsibility of the senior IT service delivery management officer. The incumbent is responsible for managing daily operations and directing the efforts of numerous support groups, both inside UNHCR and outside Managed Service Providers (MSPs). The incumbent is responsible for ensuring that the various MSPs (both local and corporate) and UNHCR IT professionals working under their direction offer effective systems and services in compliance with the terms of the contract and industry standards. The incumbent makes sure that the IT requirements are understood, that offices within their respective area of responsibility (AoR) have sufficient IT services to maintain communications across the organization, and that they have the IT tools required to support their work. This is done by understanding both the current and future needs.
In addition to MSPs (both worldwide and locally within the AoR), other Service Delivery Managers (SDMs), Solution Engineers, Vendors, and all Services of DIST, the incumbent maintains constant touch with all of these parties. S/he sets a good example for others to follow in adhering to and adopting the UNHCR IT strategy and vision, policies, and decisions throughout the AoR. To achieve technical and business strategic alignment, s/he forges and maintains relationships with the relevant business leaders and management. He or she may be directly responsible for one or more SDM and/or other IT employees, as well as indirectly through a matrixed structure. The operational context will specify the specific reporting relationships, which may change depending on the size and structure of the operation. The incumbent may get functional guidance and counsel from the functional Division. An essential component of this duty is travel inside the AoR, sometimes on short notice and possibly for extended periods of time, especially while assisting an emergency.
Important obligations and duties:
- oversee daily Business-As-Usual operational decisions, such as asset management, incident, problem, change, and service request.
- Prepare an IT Operations Plan under the direction of leadership and anticipate yearly IT budget requirements, taking into account lifecycle management, application licensing, maintenance, recurring, and capital expenses. Add this information to the yearly Programme Review.
- Check for compliance with service level agreements, technological architecture, and IT security policies and standards, and report non-compliance as necessary.
- Utilize the larger IT community (UNHCR, UN agencies, partners, and outside providers) to offer the business the most effective and economical solutions. Attend inter-agency and other external meetings and represent UNHCR IT.
- Assist in the hiring and training of IT workers in accordance with organizational needs, financial constraints, and personnel policies. Organize the work of the IT team into functional or direct reporting lines. Determine additional abilities that end users and field personnel need, as well as appropriate training initiatives.
- In coordination with the Regional Bureau/Country Representative/DIST, Headquarters, encourage collaboration with sister organizations, implementing partners, NGOs, and other operational partners.
- Additional responsibilities for positions at regional bureaus (Bureau IT Lead):
- Review and debate with representatives and office heads the demand for IT resources, both financial and human, during routine meetings.
- Keep DIST FOSS & EPRS informed, track developments that could result in circumstances that warrant concern, and explore potential avenues for assistance.
- conduct regional security readiness and response assessment missions in coordination with EPRS, and on demand, fill in for the emergency IT coordinator temporarily.
- report frequently to the FOSS Chief.
- Together with the Field Safety Advisors and EPRS, disseminate guidelines for communication practices that suit employee security demands.
- Assist DIST in planning the strategy for delivering IT services in the Region by providing oversight and direction in the operation of IT systems and services (applications and infrastructure).
Who are we trying to find?
Candidates with an undergraduate degree and nine years of relevant experience, a graduate degree and eight years of relevant experience, or a doctorate degree and seven years of relevant experience.
Requirements
IT-related or related academic degree. An IT professional must have at least nine years of experience, four of which must have been spent managing service delivery in a challenging, international setting using SLA-based delivery of both centralized and decentralized applications, systems, and services. a solid working knowledge of the ITIL Service Operations processes that are driven by continuous improvement. Understanding how IT impacts a company and connecting it to business processes and operational duties requires experience working with business partners. Ability to handle and take the lead in stakeholder talks. Strong interpersonal skills, including the ability to communicate effectively (verbally and in writing) with audiences of various levels, both technical and non-technical. experience in managing a matrixed team to enable successful communication and operations across many organizations. experience in data analysis, data presentation, and project monitoring and control for executive review and decision-making. experience developing efficient services by coordinating efforts across several partner entities.
Advantage
ITIL Service Operations formal certification. formal project management certification (PRINCE2, PMI). IT service delivery expertise, even in remote areas. experience serving as a focal point for IT amongst agencies. solid knowledge of the application and infrastructure technologies utilized in the IT systems and services provided by the AoR’s IT employees. operational experience working for humanitarian or UN agencies with practical knowledge. a thorough awareness of the organization’s priorities and reforms at the UN and UNHCR.
DIVERSITY AND INCLUSION COMMITMENT
The staff of UNHCR is made up of people from many different countries, cultures, languages, and viewpoints. We endeavor to maintain and enhance this diversity and to provide our entire staff with equal opportunity and a welcoming work environment. Joining us entails embracing, supporting, and advancing these basic principles of gender equality, inclusiveness, and diversity.
All qualified candidates are urged to apply, without regard to their race, color, sex, national origin, age, religion, ability, sexual orientation, or gender identity.
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