UN High Commissioner for Refugees Senior IT Service Delivery Management Officer, P4, Addis Ababa Jobs in Ethiopia

UN High Commissioner for Refugees Senior IT Service Delivery Management Officer, P4, Addis Ababa Jobs in Ethiopia

Organizational Setting and Work Relationships

  • The Senior IT Service Delivery Management Officer is responsible for ensuring that ICT 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 ICT staff under their supervision deliver efficient and effective systems and services in accordance with the contractual obligations and best practices.

  • S/he understands and communicates the UNHCR ICT 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.

  • 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.

    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 ICT Operations Plan and forecast annual ICT 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 ICT 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.

  • Maintain accurate inventory of all ICT equipment for all sites, and ensure that 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 ICT community (UNHCR, UN agencies, partners and external providers) to deliver the most efficient and cost-effective solutions to the business. Represent UNHCR ICT in inter-agency and other external meetings.

  • Ensure that 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 that 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 ICT staff in accordance with business needs, budget, and personnel policies.

  • Coordinate work of ICT 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 ICT facilities and who implement the correct procedures and practices.

    Additional duties for Regional Bureau positions:

  • Evaluate and discuss ICT needs and resource requirements (both financial and human) with Representatives and Heads of Office through regular meetings.

  • Monitor developments which might lead to situations of concern, identify potential options for support, and keep DIST FOSS & EPRS appraised.

  • Undertake security preparedness and response assessment missions in the region in liaison with EPRS and, upon request, temporarily act as the Emergency ICT Coordinator.

  • Regularly report to the Chief of FOSS.

  • Disseminate guidelines for communication procedures which meet staff security needs in conjunction with the Field Safety Advisors and EPRS.

  • Provide oversight and guidance in the operation of ICT systems and services (applications and infrastructure) in association with DIST to jointly plan the approach to delivering ICT services in the Region.

    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 ICT equipment and accessories for speedy deployment.

  • Perform other related duties as required.

    Minimum Qualifications

  • Years of Experience / Degree Level
    For P4/NOD - 9 years relevant experience with Undergraduate degree; or 8 years relevant experience with Graduate degree; or 7 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


  • University degree in ICT or related subject.

  • Minimum 9 years┬┐ experience in ICT of which 4 spent managing service delivery in a complex, global environment 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 ICT 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 leading 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.


  • Formal certification in ITIL Service Operations.

  • Formal certification in Project Management (PRINCE2, PMI).

  • Experience providing ICT services globally, including deep field locations.

  • Experience acting as an inter-agency ICT focal point.

  • Solid understanding of application and infrastructure technologies used in ICT systems and services supported by ICT 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-Service Delivery Management;

  • IT-Experience managing large & complex IT infrastructure in 24/7 environment;

  • IT-ITIL Processes and Service Operations Management;

  • IT-Experience with ICT infrastructure support;

  • IT-Information Technology (Practices/Processes);

  • IT-UNHCR's large scale ICT Operations Management;

  • IT-ICT infrastructure (LAN/WAN,HF/VHF radio,VSAT satellite syst,PABX/telephony);

  • IT-UNHCR IT Systems and Standards;

  • IT-Microsoft Office 365
    (Functional Skills marked with an asterisk* are essential)

    How to Apply

    For more information and job application details, see; UN High Commissioner for Refugees Senior IT Service Delivery Management Officer, P4, Addis Ababa Jobs in Ethiopia

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