Hardship Level

C

Family Type

Family

Family Type

Family

Residential location (if applicable)

Grade

PR2

Staff Member / Affiliate Type

Professional

Reason

Regular > Regular Assignment

Remote work accepted

No

Target Start Date

2023-02-28-08:00

Job Posting End Date

March 16, 2023

Standard Job Description

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.

- Perform other related duties as required.

Minimum Qualifications

Education & Professional Work Experience

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.

(Field(s) of Education marked with an asterisk* are essential) 

Certificates and/or Licenses 

*ITIL V3 Foundation   

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.

Desired Candidate Profile 

Given the particularity of the Burundi’s on the technical level of its operations, it is required that the candidate possesses a solid experience as associate ICT Service Delivery Management Officer at least at the grade of the position and must have relevant experiences of the field and in the emergency. Practical experience of wireless and VoIP systems, electricity, monitoring of generator, lightning protection could be an asset. 

The incumbent must be able to communicate clearly and effectively in French and possess strong analytical and drafting skills. English Language is Desirable.

Required languages (expected Overall ability is at least B2 level): 

French

,

Desired languages

,

Operational context

Occupational Safety and Health Considerations:

https://www.cdc.gov/travel

Nature of Position:

Burundi hosts over 88,000 refugees and asylum seekers from the Democratic Republic of the Congo (DRC). About 37% of these refugees live in urban areas, while the rest live in five refugee camps in the rural parts of the country.  UNHCR manages five refugee camps in the country's eastern and northern parts while supporting the urban refugee population - the vast majority living in Bujumbura, Gitega, and Rumonge Provinces.

The Associate IT Service Delivery Management Officer is the Head of the Sub-Unit that provides ICTs support to the whole Burundi operations, composed of the Representation based in Bujumbura and 03 sub-offices with approximately 130 workforces under its purview.

The incumbent will be under the direct supervision of Snr Finance Officer and have a green (Oversight) reporting line to the Snr IT Service Delivery Management Officer based at the regional Bureau. In full consultation with the latter, the Associate IT Service Delivery Management Officer ensures the implementation of country priorities related to the ICT and, with their team, provides adequate daily support to all units and Fields Offices within the country. S/he also supervises ICT staff in the Field offices and ensures coordination and compliance with UNHCR ICT policies and rules.

Living and Working Conditions:

In general, the socio-economic situation in the country remains very weak because Burundi has been in recession since 2015. Rising unemployment and the collapse of essential social services have led to a sharp deterioration in living conditions, and the population is sinking deeper into poverty. With a newly elected government and earlier than scheduled inauguration of the President, the country, donors, and humanitarian community are adjusting to these changes and observing the outcomes.

Since 2017 UNHCR Burundi operation has been engaged in the facilitation of the voluntary repatriation of Burundian refugees from Tanzania. In 2020 the operation faced a dramatic increase in the return of Burundian refugees from Rwanda, DRC, and other countries in the region.

Working and living conditions in Bujumbura are, in general, at an acceptable level of standard. The medical facilities are low, and there is, in general lack of medications; however, UN staff have access to UN Clinic established under UN Country Team governance. This clinic has expanded to provide appropriate Covid-19 response.

Housing is of a good standard and available at a reasonable rate. Fresh vegetables and fruits are available in abundance. However, imported goods may be challenging, and they are expensive if available.

There are international commercial and humanitarian flights operating from Bujumbura international airport. To enter the country, there is a need to obtain a special entry authorization at least 2-3 weeks ahead of time.  

Bujumbura is a family duty station, while it remains a non-family duty station in the field. UN Travel by road within Burundi is restricted to 08:00 to 17:00 and must follow MOSS compliance and any other security limitations. An escort is mandatory to proceed to the airport from 21:00 to 06:00. When traveling within Burundi, staff on official duty are required to do compulsory radio checks while on the road and contact the local/regional UN Security Officer on arrival at the UN hub/regional locations.

Additional Qualifications

Skills

Education

BA: Computer Science (Required), BA: Information and Communication Technology (Required), BA: Information Systems (Required), BA: Project Management (Required)

Certifications

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

Work Experience

Information Technology

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

UNHCR Salary Calculator

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

Compendium 

Add. 3 to Bi-annual Compendium 2022 - Part B

Additional Information

Functional clearance

This position requires Functional Clearance