The IT Service Delivery Management Officer is responsible for ensuring that ICT 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 ICT 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 ICT requirements are understood and that offices within their respective area of responsibility (AoR) have adequate ICT Services to maintain communications across the organization, and have the ICT 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 ICT 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 ICT 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.
Responsibilities
Oversee daily Business-As-Usual operational decisions, including; incident, problem, change, service request, and asset management.
- With leadership, prepare an ICT Operations Plan and forecast annual ICT 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 ICT 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 ICT components.
- Recommend, and implement approved, service delivery process improvements. Define support processes in accordance with ITIL best-practices.
- Maintain accurate inventory of all ICT 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 ICT community (UNHCR, UN agencies, partners and external providers) to deliver the most efficient and cost-effective solutions to the business. Represent UNHCR ICT 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 ICT staff in accordance with business needs, budget, and personnel policies. Coordinate work of ICT 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 ICT facilities and who implement the correct procedures and practices.
Job Requirements
Required education
: Bachelor's degree
Required relevant work experience
: 5 years
Required languages:
English (Spoken: fluent | Written: fluent)
Want to see how you rank against other applicants?
Get detailed analysis on Fuzu Instant Feedback
YouVS
Sign up to learn more
