Associate IT Service Delivery Management Officer

Job Posting Organization:
The Office of the United Nations High Commissioner for Refugees (UNHCR) was established on December 14, 1950, by the United Nations General Assembly. Its mission is to lead and coordinate international action to protect refugees and resolve refugee problems worldwide. The organization is dedicated to safeguarding the rights and well-being of refugees, ensuring that everyone can exercise the right to seek asylum and find safe refuge in another State. UNHCR also aims to facilitate voluntary return, local integration, or resettlement in a third country for refugees. As of August 31, 2021, Somalia is home to 27,184 refugees and asylum seekers, with a significant number of internally displaced persons, primarily in south/central Somalia. The active refugee population in Somaliland is approximately 14,000, with most refugees originating from Ethiopia, particularly the Oromo ethnicity, as well as from Eritrea, Yemen, Syria, and other nationalities. UNHCR operates in various countries and has a significant presence in Somalia, addressing the complex humanitarian needs of displaced populations.

Job Overview:
The Associate IT Service Delivery Management Officer plays a crucial role in ensuring the availability and reliability of IT systems and services within the UNHCR framework. This position involves overseeing daily operations and coordinating the efforts of multiple support groups, including Managed Service Providers (MSPs) and UNHCR IT staff. The incumbent is responsible for understanding the IT requirements of various offices and ensuring that they have the necessary tools and services to maintain effective communication and support their work. The role requires a proactive approach to managing IT services, ensuring compliance with policies and standards, and continuously improving service delivery processes. The officer will also be involved in budget forecasting, performance monitoring, and liaising with external partners to deliver efficient IT solutions.

Duties and Responsibilities:
The duties and responsibilities of the Associate IT Service Delivery Management Officer include overseeing daily operational decisions related to incident, problem, change, service request, and asset management. The officer will prepare an IT Operations Plan and forecast annual IT budget needs, ensuring compliance with service management and IT security" style="border-bottom: 1px dotted #007bff !important;">security-policies" style="border-bottom: 1px dotted #007bff !important;">security policies. They will monitor service level performance targets, serve as the primary escalation point for unresolved issues, and work closely with MSPs to conduct problem management and root cause analysis. The officer will validate adherence to change management processes, maintain accurate inventories of IT equipment and applications, and leverage the broader IT community to deliver cost-effective solutions. Additionally, the officer will track expenditures, prepare forecasts, provide operational status reports, and ensure timely completion of audit recommendations. They will also assist in drafting proposals and reviewing support contracts, liaise with regulatory bodies, and promote partnerships with other agencies and operational partners.

Required Qualifications:
Candidates for the Associate IT Service Delivery Management Officer position should possess a mature and responsible attitude, demonstrating accountability and compliance with organizational rules. They should show a commitment to continuous learning, with the initiative to adapt to changes in the work environment. Effective organizational and problem-solving skills are essential, along with the ability to manage a large volume of work efficiently. The candidate should be able to establish priorities, coordinate tasks, and work under pressure with conflicting deadlines. Strong interpersonal skills and the ability to communicate effectively in a multi-cultural environment are also required, as well as the capacity to prepare clear reports and conduct presentations.

Educational Background:
The educational background required for this position typically includes a degree in Information Technology, Computer Science, or a related field. Advanced degrees or certifications in IT service management, such as ITIL, would be advantageous. Candidates should have a solid understanding of IT systems, service delivery processes, and best practices in IT management.

Experience:
The position requires a significant level of experience in IT service delivery management, ideally within a humanitarian or international organization. Candidates should have a proven track record of overseeing IT operations, managing service providers, and ensuring compliance with service level agreements. Experience in budget management, performance monitoring, and problem-solving in IT contexts is essential.

Languages:
Fluency in English is mandatory for this position, as it is the working language of UNHCR. Knowledge of additional languages, particularly those relevant to the refugee populations in Somalia, such as Somali or Arabic, would be considered an asset and beneficial for effective communication with diverse stakeholders.

Additional Notes:
This position is based in Mogadishu, which is classified as a Non-Family E-duty station. The work environment is highly stressful, and the ability to self-care is critical. Accommodations for international staff are provided within the UNHCR compound at Mogadishu International Airport, which includes office space and living quarters. The compound has basic amenities, including a canteen and gym facilities. Staff are expected to adhere to security protocols and may face restrictions on movement outside the compound. The role may involve travel to field locations, primarily through UN flights, and requires flexibility and resilience to work in challenging conditions.