C

Family

Family

NOB

National Professional Officer

Reason

Regular > Regular Assignment

No

2024-04-01

January 2, 2024

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.

The ideal candidate is expected to have hands-on experience with wireless and VoIP systems, and have knowledge of network monitoring software, Microsoft technologies, practical experience working in the deep field and capacity to work with an external managed service provider for ICT infrastructure maintenance and support. He/she should be able to manage a team of staff and coordinate with other Field Offices, offer on-job coaching and mentoring of national staff and have the ability to come up with innovative and creative solutions to operational challenges

A written test may be required for this position.

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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 Associate ICT Officer will be part of the ICT team at the CO Abuja. Under the supervision of the Senior Administration, he/she will closely work with the Senior Management to provide robust IT services to CO at Abuja and all the Sub-Offices located in Maiduguri and Ogoja and Field Offices under them. He/She will receive technical support and guidance from the Senior Regional ICT Officer.

The incumbent will be responsible for implementing the ICT operational plan in the operational geographical area in the Nigeria Operation and will be in charge of improving connectivity and ensure required support is provided to all end-users.

He/she will provide technical supervision and guidance to locally recruited staff and ensure that ICT equipment is fully operational at all times.

The incumbent will be responsible for safe custody of all ICT equipment and maintain adequate documentation including an updated inventory for all Serially Tracked Items.

He/She will keep abreast of license renewals and provide required upgrades as and when required.

Living and Working Conditions:

UNHCR Nigeria consists of a Representation at the Branch Office in the Federal Capital City, Abuja, a Field Office in Lagos, a Sub-Office in Maiduguri (Borno State), a Field Unit in Damaturu (Yobe State), a Field Office in Yola (Adamawa State) a Field Office in Adikpo (Benue State), a Field Office in Ikom (Cross River State) and a Sub Office in Calabar (Cross River State) under the direct supervision of the Branch Office. UNHCR Nigeria has 146 staff members in Nigeria with 46 international and 100 national staff members.

The UNHCR Representation acts as a liaison office with the Economic Community of West African States (ECOWAS) Commission and coordinates with various departments to ensure information dissemination, capacity building, participation at various events towards ensuring the dynamic growth of the UNHCR-ECOWAS Cooperation and expansion of the protection space for persons of concern in West Africa.
Other activities of the Office in Nigeria include providing support to the Government of Nigeria through the National Commission for Refugees and some other agencies of Government; and working with other UN agencies within various theme groups. With the objective of expanding the protection space for the benefit of all persons of concern in Nigeria.

Abuja is a C duty station with good living conditions. The cost of accommodation is very high (yearly rent payment required) and safety is still a concern.
The security situation requires international staff deployed to Nigeria to undertake security briefings on terrorism related issues. Borno State is at security level 4 while Yobe and Adamawa states are at level 3 (except some LGA). The South-East of Nigeria is at level 2.

Accessibility to affected populations in the North East is difficult due to the volatile security situation. Adequate security measures and equipment, including armored vehicles, are required to operate in the area.

Additional Qualifications

Skills

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, IT-IT Service Delivery Management Software, IT-IT Systems and Standards, IT-Microsoft Office Productivity Software

Bachelor 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

Certifications

ITIL Certification – Foundation Level – AXELOS Ltd, Project Management – Other

Competencies

Accountability, 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

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

Compendium

Additional Information

This position requires Functional Clearance