UNHCR Associate IT System Service Delivery Management Jobs in South Sudan
UNHCR Associate IT System Service Delivery Management Jobs in South Sudan
Organizational Setting and Work Relationships The Associate IT Systems Service Delivery Management Officer supports the IT applications and solutions are available and delivered consistently, reliably, and effectively. The incumbent supports day-to-day operations and may coordinate the work of multiple support groups, both internal to UNHCR, as well as, Managed Service Providers (MSPs).
The incumbent monitors various MSPs deliver efficient and effective applications and solutions in accordance to contractual obligations and best practices. Understanding the current and future needs, the incumbent will work with a Business Analyst and/or Solution Engineer to ensure that the IT requirements are understood and have adequate IT applications and solutions to meet business needs the organization and have the IT tools necessary to support their work.
The incumbent has regular contact with MSPs, with other Service Delivery Managers (SDMs), with Solution Engineers, with vendors, and all Services of 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.
S/he establishes and sustains relationships with respective business leaders & management in order to achieve technical and business strategic alignment. S/he is not expected to have supervisory responsibility for other IT staff. The specific reporting relationships may vary based on the size and structure of the team, solution offerings, products and responsibilities and will be specified in the Operational Context.
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 UNHCR¿s core values of professionalism, integrity and respect for diversity.
Duties
Within the Area of Responsibility:
Support daily Business-As-Usual operational decisions, including; incident, problem, change, service request, and asset management.
Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements ¿ reporting non-compliance as appropriate.
Review Service Level performance targets (internal and external) and escalate discrepancies to manager.
Serve as an escalation point for end-user and operational issues (Incidents, Service and Change Requests) not resolved within established SLA's; coordinate with MSPs to expedite resolution including prioritization and escalation of SLA performance breaches to supervisor or responsible service tower owner.
Work closely with UNHCR SDMs and MSPs to carry out problem management and root cause analysis and 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 transition into production from projects as well as ensuring testing of new ICT solution components.
Implement approved service delivery process improvements and support processes in accordance with ITIL best-practices.
Maintain accurate inventory of all IT applications for corporate solutions and ensure that Configuration 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.
Contribute to 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 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.
Participate as a competent and motivated workforce trained to understand and use the corporate solutions and implement the correct procedures and practices.
Perform other related duties as required.
Minimum Qualifications
Education & Professional Work Experience
Years of Experience / Degree Level
For P2/NOB - 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 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
Essential
Minimum 3 years¿ experience in ICT of which 1 spent managing IT system service delivery with SLA based delivery of both centralized and decentralized applications and solutions.
Good understanding and practical experience of ITIL Service Operations processes driven by continuous improvement.
Experience working with business partners to understand how IT affects an organization and link it to business processes, requirements and operational tasks.
Ability to participate in discussions with stakeholders.
Good interpersonal skills that include effective communications (both verbally and written) at all levels; to technical and non-technical audiences.
Experience working in 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.
Experience in Service Delivery Management of Application Services to support centralised IT Solutions.
Application skills and experience required for a specific position will be included in the Operational Context of the Job Opening.
Desirable
Formal certification in ITIL Service Operations. Experience providing IT services, including deep field locations.
Good understanding of application and infrastructure technologies used in IT applications and solutions supported by IT staff.
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-IT Systems and Standards.
IT-Service delivery through outsourced providers.
IT-IT Applications Development Lifecycle Methodology.
(Functional Skills marked with an asterisk* are essential).
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.
How to Apply
For more information and job application details, see; UNHCR Associate IT System Service Delivery Management Jobs in South Sudan
Find daily jobs in South Sudan. Jobs - South Sudan jobs. Search our career portal & find the latest South Sudan job positions, career opportunities & jobs in South Sudan.
Jobs in South Sudan - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in South Sudan.
Find your dream job from 1000s of vacancies in South Sudan posted and updated daily - click here!
Click here to post comments
Join in and write your own page! It's easy to do. How? Simply click here to return to Scholarships & Grants FAQ.
