Duties and Qualifications:

• The Associate IT Infrastructure Service Delivery Management Officer is responsible for ensuring that IT systems and services are available and delivered consistently, reliably, and effectively.  The incumbent ensures the corporate Managed Service Providers (MSPs) responsible for delivering IT services and support deliver efficient and effective systems and services in accordance with contractual obligations and best practices. The incumbent coordinates the work of multiple support groups, both internal to UNHCR, as well as MSPs. Understanding the current and future needs, the incumbent ensures that the IT requirements are well understood and that the services and support to staff is adequately provided.
• The incumbent will have a specific area of focus (platform, network, end-user devices, other) and has regular contact with corporate MSPs, with other Service Delivery Managers (SDMs), with Solution Engineers, with vendors, with IT staff in Field Offices and all Services of the Division of Information Systems and Telecommunications (DIST). S/he understands and communicates the UNHCR IT strategy and vision, policies, and decisions in a positive manner and leads by example in the adherence and adoption.  Some supervision of junior IT staff may be expected.
• 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 UNHCRs core values of professionalism, integrity and respect for diversity.

Duties:

• Ensure service requests and incidents are addressed and resolved promptly within agreed service levels.
• Serve as part of the escalation chain for end-user and operational issues (Incidents & Service Requests) not resolved within established Service Level Agreements (SLAs); coordinate with MSPs to expedite resolution including prioritization and escalation of SLA performance breaches to supervisor or responsible service tower owner.
• Monitor Service Level performance targets (internal and external); including, follow up, validation, and audit of results.
• Work closely with other UNHCR SDMs and MSPs to carry out problem management and root cause analysis to help 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.
• Identify service delivery process improvements. Take part in and assist the implementation of approved service delivery process improvements. Define support processes in accordance with ITIL best-practices.
• Document, update and maintain IT standards which have been selected and approved by the Architecture Review Board.
• Monitor, analyse, and report on system and infrastructure performance and capacity in a timely manner and ensure that service providers take appropriate action.
• Track expenditures against budgets, prepare forecasts, and perform technical verification of invoices from service providers and suppliers against SLA performance targets before payment is approved.  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, Standard Operating Procedures (SOPs), and Operational Guidelines (OGs).
• Use appropriate communication channels with service providers and other relevant DIST staff.
• Produce guidelines for Field Offices based on UNHCR standards and industry best practices.
• Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements report non-compliance as appropriate.
• Escalate issues that cannot be resolved independently to the supervisor as appropriate.
• Perform other related duties as required.

Minimum Qualifications:

Education & Professional Work Experience:

• Years of Experience / Degree Level
• 3 years relevant experience with Undergraduate degree; or 2 years relevant experience with Graduate degree; or 1 year relevant experience with Doctorate degree

Field(s) of Education:

• Information & Communications Technologies , Computer Science ,Information System ,
• Information Technologies , or other relevant field.

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.