Associate IT Service Delivery Management Officer

Job Posting Organization:
The job is posted by UNHCR, the United Nations High Commissioner for Refugees, which was established in 195

• The organization is dedicated to saving lives and protecting the rights of refugees, forcibly displaced communities, and stateless people. UNHCR operates in over 130 countries and has a workforce of more than 18,000 employees. The mission of UNHCR is to ensure that everyone has the right to seek asylum and find safe refuge in another country, and to return home voluntarily. The organization also works to ensure that refugees can rebuild their lives and contribute to their communities.

Job Overview:
The Associate IT Service Delivery Management Officer plays a crucial role in ensuring that IT systems and services are consistently available and effectively delivered. This position involves overseeing daily operations and coordinating multiple support groups, including Managed Service Providers (MSPs) and UNHCR IT staff. The incumbent is responsible for understanding the IT needs of various offices and ensuring that they have the necessary tools and services to maintain effective communication and support their work. This role requires regular interaction with MSPs, Service Delivery Managers, Solution Engineers, and vendors to ensure alignment with UNHCR's IT strategy and policies. The officer will also be responsible for establishing relationships with business leaders to achieve strategic alignment and may supervise other IT staff. Travel within the area of responsibility is expected, particularly in emergency situations.

Duties and Responsibilities:
The duties 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 carry out problem management and root cause analysis. The officer will also review change management processes, maintain accurate inventories of IT equipment and applications, and leverage the broader IT community to deliver efficient solutions. Additionally, the officer will track expenditures against budgets, provide operational status reports to management, and ensure timely completion of audit recommendations.

Required Qualifications:
Candidates must have a minimum of 3 years of relevant experience with an undergraduate degree, 2 years with a graduate degree, or 1 year with a doctorate. Essential qualifications include experience in managing IT service delivery with SLA-based systems, practical experience with ITIL Service Operations, and the ability to influence and negotiate with stakeholders. Strong interpersonal skills and experience in project monitoring and control are also required. Desirable qualifications include formal certification in ITIL Service Operations and experience in humanitarian or UN organizations.

Educational Background:
The educational background required for this position includes a degree in Information & Communications Technologies, Computer Science, Information Systems, Information Technologies, Project Management, or a related field. Candidates with relevant certifications, such as ITIL Certification and Project Management certifications, are preferred.

Experience:
The position requires a minimum of 3 years of relevant experience for candidates with an undergraduate degree, 2 years for those with a graduate degree, or 1 year for those with a doctorate. Experience should include managing IT service delivery, understanding ITIL processes, and working with business partners to align IT with organizational needs. Experience in a matrixed team environment and coordinating activities across different organizations is also important.

Languages:
Knowledge of English is mandatory, along with the UN working language of the duty station if it is not English. For national professional jobs, knowledge of the local language is also required. Proficiency in additional languages is considered an asset.

Additional Notes:
This position is classified under the UNOPS IICA1 category and is not remote. The target start date for the position is January 9, 2026, and the application deadline is January 27, 202

• The role is full-time and may involve travel within the area of responsibility, particularly in emergency situations. The position is subject to the UNHCR's regulatory framework and core values, emphasizing professionalism, integrity, and respect for diversity.