Associate IT Service Delivery Management Officer

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

• Its mission is to safeguard the rights and well-being of refugees, to ensure that everyone can exercise the right to seek asylum and find safe refuge in another state, and to return home voluntarily. UNHCR operates in over 130 countries and has a workforce of more than 18,000 staff members. The organization is dedicated to providing protection and assistance to millions of people worldwide who have been forced to flee their homes due to conflict, persecution, or violence.

Job Overview:
The Associate IT Service Delivery Management Officer plays a crucial role in ensuring that IT systems and services are consistently available and delivered effectively. This position involves overseeing daily operations and coordinating the work of various support groups, including Managed Service Providers (MSPs) and internal UNHCR IT staff. The incumbent is responsible for understanding the IT requirements of the offices within their area of responsibility (AoR) and ensuring that they have the necessary IT services to maintain effective communication and support their work. The role requires strong stakeholder management skills, problem-solving abilities, and sound judgment under pressure, as the officer acts as a trusted escalation point for operational teams. The successful candidate will need to combine structured service management discipline with adaptability to ensure operational efficiency and compliance in a challenging humanitarian context.

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 is responsible for preparing an IT Operations Plan and forecasting 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, and monitoring service level performance targets. They will serve as the primary escalation point for end-user and operational issues, coordinate with MSPs to expedite resolutions, and carry out problem management and root cause analysis. The officer will also maintain accurate inventories of IT equipment and locally developed applications, leverage the broader IT community to deliver efficient solutions, and ensure high-quality technical solutions and responsive end-user support. Additionally, the officer will track expenditures against budgets, prepare forecasts, and verify invoices from service providers, while ensuring that audit recommendations are completed in a timely manner.

Required Qualifications:
The required qualifications for this position include a minimum of three years of relevant experience with an undergraduate degree, two years of relevant experience with a graduate degree, or one year of relevant experience with a doctorate degree. Essential qualifications include experience in IT service delivery management, a good understanding of ITIL Service Operations processes, and the ability to influence and negotiate with stakeholders. Strong interpersonal skills, effective communication abilities, and experience working in a matrixed team are also essential. Desirable qualifications include formal certification in ITIL Service Operations and experience providing IT services in deep field locations.

Educational Background:
Candidates must possess a degree in Information & Communications Technologies, Computer Science, Information Systems, Information Technologies, Project Management, or a related field. Additionally, certifications such as ITIL Certification and Project Management are essential for this role.

Experience:
The position requires relevant experience in IT service delivery management, particularly with SLA-based delivery of centralized and decentralized applications, systems, and services. Candidates should have practical experience in ITIL Service Operations processes and a solid understanding of how IT affects organizational business processes. Experience in project monitoring and control, data analysis, and collaboration across different partner organizations is also necessary.

Languages:
Knowledge of English and the UN working language of the duty station is mandatory. Proficiency in French is highly desirable for effective communication with field offices and local stakeholders, while proficiency in English is advantageous for collaboration with international teams and technical documentation.

Additional Notes:
This position is classified under the UNOPS IICA1 staff member type and is not remote. The target start date for this position is April 1, 202

• The role is categorized as non-family with a residential location, and the position requires travel within the area of responsibility, sometimes at short notice and potentially for extended periods, particularly when supporting emergencies. All UNHCR staff members are accountable for performing their duties in line with the organization's regulatory framework and core values.