Associate IT Service Delivery Management Officer

Mission and objectivesThe Office of the United Nations High Commissioner for Refugees was established on December 14, 1950, by the United Nations General Assembly. The agency is mandated to lead and co-ordinate international action to protect refugees and resolve refugee problems worldwide. Its primary purpose is to safeguard the rights and well-being of refugees. It strives to ensure that everyone can exercise the right to seek asylum and find safe refuge in another State, with the option to return home voluntarily, integrate locally or to resettle in a third country. In addition to 2.6 million of internally displaced persons, mainly, living in south/central Somalia, as of 31 August 2021, Somalia is hosting 27,184 refugees and asylum seekers in need of a durable solution. The active refugee population in Somaliland is approx. 14,000 refugees and asylum seekers as of 31 August 2021. Most of the refugees live in urban centres in Somaliland and Puntland. The majority of refugees and asylum-seekers originate from Ethiopia mainly from Oromo ethnicity while the rest are from different nationalities such as Eritrea, Yemen, Syria, and other nationalities.

ContextThe Associate IT Service Delivery Management Officer is responsible for ensuring that IT systems and services are available and delivered consistently, reliably, and effectively. The incumbent oversees day-to-day operations and coordinates the work of multiple support groups, both internal to UNHCR, as well as Managed Service Providers (MSPs) and ensures the various MSPs (both local and corporate) and UNHCR IT staff under their supervision deliver efficient and effective systems and services in accordance to contractual obligations and best practices. Understanding the current and future needs, the incumbent ensures that the IT requirements are understood and that offices within their respective area of responsibility (AoR) have adequate IT Services to maintain communications across the organization and have the IT tools necessary to support their work.

Task DescriptionUnder the direct supervision of the Deputy Representative, the IUNV will undertake the following tasks: • Oversee daily Business-As-Usual operational decisions, including; incident, problem, change, service request, and asset management. • Prepare an IT Operations Plan and forecast annual IT budget needs; including lifecycle management, application licensing, maintenance, recurring and capital expenditures – providing input to the Annual Programme Review. • Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements – reporting non-compliance as appropriate. • Monitor Service Level performance targets (internal and external); including, follow up, validation, and audit of results. • Serve as primary escalation point for end-user and operational issues (Incidents & Service 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 testing of new IT components. • Recommend, and implement approved, service delivery process improvements. Define support processes in accordance with ITIL best-practices. • Maintain accurate inventory of all IT equipment for all sites and ensure relevant Asset 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. • Leverage the broader IT community (UNHCR, UN agencies, partners and external providers) to deliver the most efficient and cost-effective solutions to the business. May represent UNHCR IT in inter-agency and other external meetings. • Ensure 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. 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. • Liaise and negotiate, when necessary, with relevant regulatory bodies to ensure all required permissions to operate UNHCR networks are granted. • Promote partnership with sister Agencies, Implementing Partners, NGOs and other operational partners in consultation with Regional Bureau/Country Representative/DIST, Headquarters. • Report on regularly to the Regional Bureau, Senior IT Service Delivery Management Officer. • Coordinate with UNHCR offices for logistic support to clear IT equipment and accessories for speedy deployment. • Perform other related duties as required.

Competencies and values• Accountability: mature and responsible; ability to operate in compliance with organisational rules and regulations. • Commitment to continuous learning: initiative and willingness to learn new skills and stay abreast of new developments in area of expertise; ability to adapt to changes in work environment. • Planning and organizing: effective organizational and problem-solving skills and ability to manage a large volume of work in an efficient and timely manner; ability to establish priorities and to plan, coordinate and monitor (own) work; ability to work under pressure, with conflicting deadlines, and to handle multiple concurrent projects/activities. • Teamwork and respect for diversity: ability to operate effectively across organizational boundaries; ability to establish and maintain effective partnerships and harmonious working relations in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity and gender; • Communication: proven interpersonal skills; good spoken and written communication skills, including ability to prepare clear and concise reports; ability to conduct presentations, articulate options and positions concisely; ability to make and defend recommendations; ability to communicate and empathize with staff (including national staff), military personnel, volunteers, counterparts and local interlocutors coming from very diverse backgrounds; ability to maintain composure and remain helpful towards the staff, but objective, without showing personal interest; capacity to transfer information and knowledge to a wide range of different target groups;

Living conditions and remarksThe UNHCR Somalia operation is complex in nature. Given the complexity of the crisis, the capability of UNHCR to provide assistance to the people in need in different areas of Somalia according to its mandate lies in its ability to adjust its response taking into account the different local realities which vary from one area to the other. Mogadishu is Non-Family E- duty station with highly stressful work context where capacity for self-care is critical. Mogadishu has a relatively dry climate, and it is classified as hot and semi-arid. UNHCR maintains its own compound inside the Mogadishu International Airport ATMIS Protected Area. The Compound consists of the Office Space and accommodation; both are made of prefab containers with overhead and side protection to mitigate the risk in indirect fire. Due to security restrictions UNHCR International staff in Mogadishu reside at the UNHCR compound. International Staff are restricted to live within AAIA. The accommodations have self-contained rooms. There is a canteen available at the compound serving meals three times a day at you own cost. More restaurants and dining facilities are available at the UNSOS and other UNDSS approved compounds across the AAIA ATMIS protected area. Movement within AAIA protected area is possible on foot and by car, curfews apply for night movement. There is a Gym available at the UNHCR compound. Other leisure and recreational facilities are very limited. Overnight stay in all other field locations is in UN approved guest houses apart from Hargeisa which is approved UNDSS hotel. Travel to the field locations is mainly through regular UN flights. No local banking facilities; but there is an ATM Machine where staff can withdraw USD using Visa / Master credit/debit cards. There are two Level I Hospitals within AAIA for basic and emergency health services. UN security structures in Somalia are robust and generally effective in managing risk. UNHCR 's posture is appropriate in its major offices, including three FSAs posts, but less assured in outlying areas where field or satellite offices are envisioned to be established. Somalia is a unique country and UNHCR Somalia is a unique (humanitarian) operation. It provides for an interesting and enriching environment, but also requires a mature level of cultural awareness, as well as more stamina and commitment than elsewhere to make life comfortable and affordable. Therefore, flexibility and the ability and willingness to live and work in harsh and potentially hazardous conditions, involving physical hardship and little comfort, are essential. You can check full entitlements at the duty station at https://app.unv.org/calculator The complete UN Volunteer Conditions of Service is available at https://explore.unv.org/cos.”