Associate IT Systems Service Delivery Management Officer
Job Details
Full Job Description
Hardship Level
Family Type
Residential location (if applicable)
Grade
Staff Member / Affiliate Type
Reason
Regular > Regular Assignment
Remote work accepted
Target Start Date
Job Posting End Date
Standard Job Description
Associate IT Systems Service Delivery Management
Officer
Organizational Setting and Work Relationships
The
Associate IT Systems Service Delivery Management Officer supports the
IT applications and solutions are available and delivered
consistently, reliably, and effectively. The incumbent supports
day-to-day operations and may coordinate the work of multiple support
groups, both internal to UNHCR, as well as, Managed Service Providers
(MSPs). The incumbent monitors various MSPs deliver efficient and
effective applications and solutions in accordance to contractual
obligations and best practices. Understanding the current and future
needs, the incumbent will work with a Business Analyst and/or Solution
Engineer to ensure that the IT requirements are understood and have
adequate IT applications and solutions to meet business needs the
organization and have the IT tools necessary to support their
work.
The incumbent has regular contact with MSPs, 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 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 is not expected to have supervisory
responsibility for other IT staff. The specific reporting
relationships may vary based on the size and structure of the team,
solution offerings, products and responsibilities and will be
specified in the Operational Context.
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:
-
Support daily Business-As-Usual operational decisions, including;
incident, problem, change, service request, and asset
management.
- Ensure compliance with Service Management and IT
security policies and standards, technical architecture, and service
level agreements - reporting non-compliance as appropriate.
-
Review Service Level performance targets (internal and external) and
escalate discrepancies to manager.
- Serve as an escalation point
for end-user and operational issues (Incidents, Service and Change
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 transition into production from
projects as well as ensuring testing of new ICT solution
components.
- Implement approved service delivery process
improvements and support processes in accordance with ITIL
best-practices.
- Maintain accurate inventory of all IT
applications for corporate solutions and ensure that Configuration
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.
- Contribute to
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.
- Participate as a competent and motivated workforce trained
to understand and use the corporate solutions and implement the
correct procedures and practices.
- Participate in partnerships
with sister Agencies, Implementing Partners, NGOs and other
operational partners in consultation with Regional Bureau/Country
Representative/DIST, Headquarters for shared solutions and project
experience.
- 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
Minimum
3 years' experience in ICT of which 1 spent managing IT system service
delivery with SLA based delivery of both centralized and decentralized
applications and solutions. 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,
requirements and operational tasks. Ability to participate in
discussions with stakeholders. Good 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. Experience in Service
Delivery Management of Application Services to support centralised IT
Solutions. Application skills and experience required for a specific
position will be included in the Operational Context of the Job
Opening.
Desirable
Formal certification in ITIL Service
Operations. Experience providing IT services, including deep field
locations. Good understanding of application and infrastructure
technologies used in IT applications and solutions supported by IT
staff. 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-IT Systems and Standards
IT-Service delivery
through outsourced providers
IT-IT Applications Development
Lifecycle Methodology
(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
• Advanced knowledge of the Meraki environment and network architecture and a strong understanding of corporate network monitoring systems and tools (e.g., PRTG, Meraki dashboard).
• Comprehensive understanding of corporate IT cloud solutions, including their limitations and constraints. Experience in conducting group end-user training for corporate solutions and applications as part of the DIST portfolio.
• Significant experience in the deployment and maintenance of security networks, including Analog VHF and Radio over IP technology and experience in the setup, deployment, and maintenance of a Remote Security Operational Center (RSOC), including IP2AIR and PC2AIR solutions.
• Advanced experience in Satellite technology (VSAT), including ICOM PTT Iridium (IC-SAT100) solutions.
• Prior experience in working within a multi-UN agency environment and a willingness to actively participate in multi-agency Working Groups.
• Knowledge of off-grid power solutions for field and remote location, including solar systems.
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Desired languages
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Operational context
Occupational Safety and Health Considerations:To view the occupational safety and health considerations for Dar es Salaam, please visit this link:
Nature of Position:In Tanzania, the Associate IT Systems Service Delivery Management Officer, P2, has to ensure Information Technology continuity in shaping and supporting how we deliver the Protection and Assistance activities to the people we serve. He/she should continue the modernization of the IT services in alignment with operation needs in the region and strive towards a more digital workspace and improved systems to enable the UNHCR operation to operate with more agility, flexibility, and security.
The incumbent of the position will have to work closely with all stakeholders to ensure that the operation has appropriate IT capacities, improve readiness for PRIMES solutions, and engage the operation in the Cybersecurity Transformation Programme (CTP), an initiative aiming to transform and enhance UNHCR’s information security capability and also protect the information of the people we serve in Tanzania.
The Associate IT Systems Service Delivery Management Officer, P2, will report to the Senior Administrative Officer and will directly supervise one IT Associate, G6, in Dar es Salaam as well as 10 GS staff from the field. He/she will support all UNHCR offices in Tanzania and act as Head of the ICT Functional Unit in the operation.
Living and Working Conditions:Dar es Salaam is the major city of the United Republic of Tanzania where the Representation office is situated. The location of the Representation Office is in Masaki, Rufiji Street, and Off Haile Selassie Road. Most international staff members live in the seaside neighborhoods of Masaki and Oyster Bay, and to a lesser extent in Msasani and Mikocheni all of which cluster in and around a peninsula to the north of the city Centre. Masaki and Oyster Bay share the advantages of having a good concentration of internationally-oriented housing and amenities including shops, schools and medical facilities; all are comparatively secure, and of course, enjoy the benefit of being close to the sea. The cost of living is considered high.
Security Conditions:
The duty station can be described as relatively safe with a stable
political environment. However, caution should be exercised when
walking in the dark.
Additional Qualifications
Skills
Education
Certifications
ITIL Certification - Foundation Level - AXELOS Ltd, Project Management - Other
Work Experience
Competencies
Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Judgement & decision making, Managing resource, Organizational awareness, Teamwork & collaboration, Technological awarenessUNHCR Salary Calculator
Additional Information
Functional clearance
Associate IT Systems Service Delivery Management Officer
United Nations High Commissioner for Refugees
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