IT Service Delivery Mgmt Off in UNHCR the UN Refugee Agency Kabul, Kabul Province, Afghanistan

Website UNHCR the UN Refugee Agency

This job listing is about UNHCR the UN Refugee Agency in Kabul, Kabul Province, Afghanistan 2022 exclusively on

Hardship Level

E (most hardship)

Family Type

Non Family

Family Type

Non FamilyDanger Pay

Residential location (if applicable)



Staff Member / Affiliate Type



Regular > Regular Assignment

Remote work accepted


Target Start Date


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

Given the importance and reliance on the communication and ICT infra-structure in a High-Risk Duty Station candidate must be service and client oriented, responsive to resolve ICT issues as soon as they arise. The candidate must be proactive to maintain and service systems on a regular basis to minimize against system failure. Ability to provide guidance and support to 7 Sub and Field Offices in the operation. Ability to provide innovative initiatives and solutions to forestall problems from occurring or re-occurring.

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


Desired languages




Operational context

Occupational Safety and Health Considerations:

To view occupational safety and health considerations for this duty station, please visit this link:

Nature of Position:

Under the guidance of the Senior Regional ICT Officer and direct supervision of the Assistant Representative (Admin), the incumbent, to be based at the UNHCR Country Office Kabul, will head the ICT Team for the UNHCR Operations in Afghanistan, (2 sub offices and 5 field offices). The incumbent is expected to ensure the availability and serviceability of the ICT infrastructure for all UNHCR offices in the Country Operation; that all ICT personnel are equipped with adequate functional/technical competencies and ICT tools to ensure effectively maintained and efficient serviceability of ICT equipment & services. With evolving/changing technology, the incumbent is to ensure that the UNHCR Country Offices in Afghanistan are provided with all required ICT infrastructure support, assist in the planning, designing and implementation of the projects taking into account local constraints and cost effectiveness. The ICT Officer, to the extent possible, will plan, organize and lead relevant ICT training activities for awareness and improvement of related skills needed for field staff and users of ICT facilities for the operation. That staff members are kept aware of current services and kept abreast of new technological developments being developed and/or considered by UNHCR. He/She will ensure dissemination of relevant guidelines for communication to ensure staff operational and security needs, in collaboration with the Field Safety Advisors. UNHCR Afghanistan works closely with other UN agencies and NGO ‘s in the country to implement its mandate and thus the ICT officer is to promote ICT partnership with the UN agencies and NGO ‘s. The incumbent is to ensure coordination of ICT infrastructure activities with sister UN agencies and NGO ‘s in the country. Within the context of UNHCR as a humanitarian agency with a protection and durable solution mandate, and as part of the UN family, the UNHCR Afghanistan operation is focusing on return and reintegration, and advocacy to support opportunities and address protection constraints for UNHCR ‘s persons of concern to the operation. For 2020/2021, the outlook remains dependent on regional political and security dynamics and the continued interest among key stakeholders in promoting a negotiated peace settlement in Afghanistan. Despite strong political will, prevailing regional uncertainties and security challenges define complex geopolitical dynamics as well as bilateral relations between Afghanistan, Pakistan, and Iran.

Living and Working Conditions:

Afghanistan is a high-risk country with a very complex operational environment, characterized by uncertainty and frequent security incidents. Movement by all personnel is restricted and closely coordinated and monitored by the security officers. UNHCR Representation Office in Kabul is located within the ICON Compound on the Supreme road of the Police district 9. It occupies 40 rooms for staff accommodation with each room having its own washroom and other facilities. Offices are within the ICON compound. Afghanistan has a senior management structure comprising of a Representative (D2), Deputy Representative (D1), Senior Operations Coordinator (P5) and Assistant Representative (Administration) (P5).All international staff are accommodated in MOSS compliant shared compounds and/or UNHCR rented guest houses. Visits to restaurants, other social venues, friend ‘s houses are prohibited except in UN compounds and Embassies. The situation is frustrating and increase stress making it difficult for some colleagues to cope with this type of life. UNHCR along with other sister UN agencies signed an MOU for Joint Medical Services (JMS) with Level 1 medical care equipped laboratory, an Armoured Ambulance and pharmacy. Staff member on special prescription drugs are advised to travel with some quantity to avoid a situation where the medication may not be available.Medical facilities in Kabul- German Clinic, French Medical Institute for Mothers & Children (FMIC), Blossom hospital, Iqarus International and ICON compound. The security situation continues to be unstable, volatile and unpredictable in the whole country. The situation is expected to continue during 2020-2022.Because of this,it is mandatory upon all staff to make a daily radio check.. All movements within the AoR is strictly by means of Armoured Vehicle while movement to other UNHCR offices within Afghanistan is by air. There is absolutely no road movement due to the high security uncertainties. UNHCR Afghanistan has 6 weeks RnR cycle and staff are highly encouraged not to delay. Considering the serious restrictions on staff movement, it is crucial to demonstrate a record of maintaining a positive attitude whenever confronted with adversity and restraints in his/her social life. Staff interested in the position should be mentally, psychologically and physically fit and ready to face situations when required to be locked down in the compounds and the bunkers for an extended period due to security incidents.


Additional Qualifications

IT-IT Cloud Hosting Services, IT-IT Network Monitoring & Alerting Tools, IT-IT Service Delivery Management, IT-Management of external service providers for IT infrastructure maintenance and support


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


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

Work Experience

Annual Budget OL in Operation/Office, Number of Persons of Concern Served, Number of Workforce in Operation/Work Setting, Workforce to Supervise, Working with Persons of Concern: Asylum Seekers, Working with Persons of Concern: Internally Displaced Persons, Working with Persons of Concern: Refugees, Working with Persons of Concern: Returned IDPs, Working with Persons of Concern: Returned Refugees, Working with Persons of Concern: Stateless


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

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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: Kabul, Kabul Province, Afghanistan

Application Deadline: N/A

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