Website UNHCR the UN Refugee Agency

This job listing is about UNHCR the UN Refugee Agency in ولاية الخرطوم الخرطوم السودان 2022 exclusively on jobizille.com

Hardship Level

Family Type

Family

Family Type

Family

Residential location (if applicable)

Grade

PR3

Staff Member / Affiliate Type

Professional

Reason

Regular > Regular Assignment

Remote work accepted

Target Start Date

2022-11-21-08:00

Job Posting End Date

December 15, 2022

Standard Job Description

IT Service Delivery Management Officer Organizational Setting and Work Relationships 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. 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. – 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. Minimum Qualifications Years of Experience / Degree Level 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) Certificates and/or Licenses *ITIL V3 Foundation Project Management (Certificates and Licenses marked with an asterisk* are essential) Relevant Job Experience Essential 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-IT Service Delivery Management 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

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

Desired languages

Operational context

Occupational Safety and Health Considerations:

Nature of Position:

The political context in Sudan remains complex, diverse, and fast-changing necessitating high levels of political sensitivity and solid coordination and communication skills. The operation in Sudan includes emergency response, regular refugee programmes, IDP support (emergency, durable solutions), voluntary repatriation, statelessness, and special projects, for example peacebuilding support funded by the UN Peacebuilding Fund. The Representation Office in Khartoum provides the overall strategic guidance and implementation of the operations, security, policies, and liaison with key Government stakeholders, donor communities, UNAMID/UNITAMS, UNCT/HCT and NGO partners. The Representation Office in Khartoum provides an oversight of activities in Sudan being supported by 16 offices; five Sub Offices, eight Field Offices and three Field Units. The IT Service Delivery Mgmt Officer reports directly to the Snr. IT Service Delivery Mgmt Officer and will be responsible for ensuring that IT systems and services are available and delivered consistently, reliably, and effectively. In addition, the incumbent will work with in close collaboration all sections to support and address the technical challenges, and to facilitate the effective use of the IT services. The incumbent of the position should have strong technical capacity and experience in IT (infrastructure and applications) combined proven record in engineering new solutions. S/he should have demonstrated strong service orientation, flexibility and proactivity to manage arising situations and challenges. S/he should have a strong Information Technology (infra/application) background with experience working with complex operations. The incumbent should have a proven experience working or supporting network and infrastructure to improve the delivery of the protection activities in complex environment (emergency, verification.). S/he should have good understanding of the complexity and constraints of delivering ICT services to users operating in deep field locations with limited or no local ICT infrastructure and facilities, as well as in emergency or high-risk situations. From a Service Delivery Management perspective, s/he will monitor, document and report on the technical achievements and challenges at country level, and report on the impact of support interventions to the management. S/he will play a technical advisory role during the operationalization and negotiation with government and UN partners related to the use of UNHCR ‘s systems.

Living and Working Conditions:

Khartoum is classified as C family duty station. Khartoum features a desert climate (at times very hot and dusty), with only the months of July and August seeing significant precipitation. Its average annual temperature is about 37.1 °C (99 °F). Particularly, staff with allergy may be affected by the dust. Medical and leisure facilities are limited. It is possible to find decent houses and apartments with stable water and electricity supply. There are two international schools in Khartoum preferred by UN community which meet the language, cultural, curricula requirements.

Security Level 2 pertains in Khartoum state, however due to the current political situation. Staff sensitivity to Sudanese culture and dress code is very important. Assigned staff needs to have completed the BSAFE module and produce copies of certification in order to obtain UN identification card in Sudan and update the TRIP profile. Driving and traffic in Khartoum poses the greatest threat to staff safety and staff should avoid the use of Tuk-Tuk taxies. Criminality is low in Khartoum but expat accommodation is being targeted. Accordingly, international staff must ensure that their accommodation is Residential Security Measures(RSM) compliant and, if recommended by security assessment, be guarded.

Skills

Additional Qualifications

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

Competencies

Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Judgement & decision making, Managing performance, Organizational awareness, Planning & organizing, Teamwork & collaboration, Technological awareness

UNHCR Salary Calculator

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

Compendium

Bi-annual Compendium 2022 Part B – November 2022

Functional clearance

This position requires Functional Clearance

Company: UNHCR the UN Refugee Agency

Vacancy Type: Full Time

Job Location: ولاية الخرطوم الخرطوم السودان

Application Deadline: N/A

Apply Here

jobizille.com