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Job Title:    IT Service Delivery
Management Officer

Organisation: United
Nations High Commissioner for Refugees (UNHCR)

Duty Station:  Kampala,
Uganda

 

About UNHCR:

The Office of the
United Nations High Commissioner for Refugees was established on December 14,
1950 by the United Nations General Assembly. UNHCR’s mandate under the Statute
of the Office of the United Nations High Commissioner for Refugees is to lead
and co-ordinate action for international protection to refugees; seek permanent
solutions for the problems of refugees and safeguard refugee rights and
well-being. UNHCR has an additional mandate concerning issues of statelessness,
as it is given a designated role under Article 11 of the 1961 Convention on the
Reduction of Statelessness.

 

Job Summary:  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.

 

Key Duties and Responsibilities:  

·       
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.

 

Qualifications, Skills and Experience:

·       
The
ideal candidate for the United Nations High Commissioner for Refugees (UNHCR)
IT Service Delivery Management Officer job opportunity should hold 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)

·       
ITIL V3
Foundation

·       
Project
Management

·       
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-Service
Delivery Management

·       
IT-Experience
managing IT infrastructure in 24/7 environment

·       
IT-ITIL
Processes and Service Operations Management

·       
IT-Experience
with IT infrastructure support

·       
IT-Information
Technology (Practices/Processes)

·       
IT-IT
Operations Management

·       
IT-IT
infrastructure (LAN/WAN, HF/VHF radio, VSAT satellite systems, PABX/telephony)

·       
IT-IT
Systems and Standards

·       
IT-Microsoft
Office 365

 

How to Apply:

All interested
Ugandan nationals who wish to join the United Nations High Commissioner for
Refugees (UNHCR) in the aforementioned capacity are encouraged to click on the
link below and follow the application instructions after reviewing the job
details.

 

Click
Here

 

Deadline: 15^th April 2021

 

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