Job Identification (Reference Number): 15181
Position Title: Information and Communication Technology (ICT) Officer (Service Delivery and Operations)
Duty Station City: Geneva
Duty Station Country: Switzerland
Grade: P-3
Contract Type: Fixed-term (1 year with possibility of extension)
Recruiting Type: Professional
Vacancy Type: Vacancy Notice
Initial duration: 1 year with possibility of extension
Closing date: 23 June 2025
Introduction
Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.
IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration
This is an expedited recruitment process open only to:
a) internal candidates and
b) former IOM staff members who were separated in the last 12 months due to the structural adjustment process.ย
This process is not open to external applicants, their applications will not be considered at this time.ย
Context
Under the overall supervision of the Director of Information and Communications Technology / Chief Information Officer and the direct supervision of the Chief Technology Officerย (CTO), the ICT Officer (Service Delivery and Operations (SDO)) is responsible for delivering digital technology and implementation of the overall technology roadmap at the Headquarters and IOM Offices worldwide.ย
The ICT Officerย (SDO) will be responsible and accountable for managingย the ICT service delivery and Operations function across HQ and IOMโs satellite offices with a strong focus on outsourced service management, procurement, asset management, compliance, innovation, and reporting. The incumbent ย will be responsible for ensuring that the IT ServiceDesk is functional, responsive and innovative for usersโ needs.ย
The ICT Officer (SDO) will be accountable for the tracking the ICT assets in HQ and will coordinate hardware procurement requirements with the Supply Chain Division and licensing and services with the IT procurement unit. The incumbent will implement a just in time strategy for end user devices to avoid stockpiling of assets before actual requirement.
The ICT Officer (SDO) will also be required to demonstrate the use of AI / Automation in enabling the operations and ensuring that wasteful expenditure is eliminated for HQ specific ICT spend.
ICT Operations and Services (Outsource)
In coordination with the CTO and Service Management Portfolio, derive and document the Service Level Agreements to be in measuring the performance of outsourced services.Develop a standard outsourcing Terms of Reference and ensure continuous improvement as ICT services change.ย Oversee the service of the outsourced IT Helpdesk provider, ensuring service levels, KPIs, and performance standards are consistently met.Oversee all aspects of Tier 1 and Tier 2 IT support delivery, End-user support, VIP support, conferencing support, and business application triage.Serve as Focal Point and coordinate with Tier 3 teams and external service providers to ensure full resolution of HQ incidents and problems.Convene monthly performance management meetings with service providers that provide support to the ICT function, ensure inclusion of the Service Management Portfolio team.Deliver monthly reports for ICT senior management on service metrics, innovation initiatives, risks, and cost performance.Collaborate cross-functionally with ICT senior management to align IT support strategies with evolving business needs.HQ ICT Support Management ย
Coordinate and manage the ICT support resources within the HQ and satellite offices operational needs.Supervise the HQ ICT support team and conduct effective performance management and promote a cooperative work environment.In collaboration with the CTO and the HR Business Partner, manage the training of the HQ ICT support team and ensure that staff are enrolled to the relevant training in each performance cycle.ย Facilitate the implementation of modern workspace solutions to enhance employee digital experience.ย Identify and assess areas for improvement in ICT infrastructure and solutions and advise management in implementing these improvements.Support the efficient procurement and provision of ICT-related equipment, supplies, and services to meet business requirements andย ensure compliance with licensing and IT policy standards.Provide mentorship to the HQ ICT support team in dealing with VIP users to ensure smooth operational execution.ICT Business Relationship Management Support
Provide training to the HQ users on the adoption of new technologies such as AI and smart portals which will be introduced to aid the function of End-user services.Manage and coordinate all HQ user facing projects and ensure adequate notification is given to users prior to kick-off.In coordination and collaboration with the Data and Information Security teams provide training to the HQ users on data protection initiatives such as Data Leakage Protection (DLP).Support the BRM function in translating business challenges into practical ICT solutions to ensure the efficient functioning of HQ operations.Under the delegation of the CTO represent ICT Division in discussions and initiatives with external stakeholders including UN Agencies that have operational requirements or service provision directly linked to HQ.Support the adoption of the NIST standard as it pertains to HQ processes inclusive of physical security.Be accountable for the management function for ICT assets in HQ and delocalized Offices such as in Valencia and any other to be added over time.Cyber Security Programme Support
In collaboration with the Information Security unit and other units, respond promptly to information security incidents, mitigate risks, and escalate complex issues to the Computer Security Incident Response Team.In coordination with Infosec and the digital workspace team, design and implement incident response, vulnerability response, and threat response plans for HQ.Plan, coordinate, implement, and monitor compliance of National Institute of Standards and Technology cybersecurity standards and guidelines to ensure that any changes take place in a controlled and auditable manner, including relevant ICT records and documentation and physical infrastructure.Identify assets that require protection and implement the controls in the security and privacy plans.Manage the maintenance of documentation required for management of the Geneva HQ helpdesk function, including network diagrams, Standard Operating Procedures, risk registers and service level agreements.Drive continuous improvement by evaluating and implementing AI-based tools (e.g., predictive analytics, intelligent ticketing, automated diagnostics) to streamline IT operations and improve user experience.Provide visibility of ICT across all ICT functions for delivery of ICT services in support of HQ.Perform such other duties as may be assigned.Education
Masterโs degree in Cybersecurity, Computer Engineering, Computer Science, or a related field from an accredited academic institution with five years of relevant professional experience; or,University degree in the above fields with seven years of relevant professional experience.NIST or IT Security Certification such as Certified Information Systems Security Professional, Certified Information Security Manager, Certified Information Security Auditor, Certified in Risk and Information Systems Control, National Cyber Security Professional etc is an added advantage;A certificate in project management (PMP or Prince2), Business Relationship Management, and\\or IT service management (Information Technology Infrastructure Library) is an added advantage;Certificate in any of the following:ย Cisco Certified Network Associate (CCNA), Microsoft Certified System Administrator (MCSA); Cisco Meraki Solutions Specialist; Microsoft 365 Fundamentals Certified is a distinct advantage;Relevant certification in system and cloud computing is a distinct advantage;Must attain and maintain ITIL version 4 certification with a focus on management of service providers.Accredited Universities are those listed in theย UNESCO World Higher Education Database.
Experience
Experience in management of ICT functions in an international organization or an international agency in a field location;Experience in managing outsourced IT services or Managed Service Provider relationships is a desired advantage;Strong budget management and procurement experience (hardware, software, services);Demonstrated experience or strong interest in applying AI, automation, and analytics to improve IT services;Experience in managing risk, implementing, and maintaining risk registers, and responding to and recovering from ICT incidents;Proven experience in engaging with stakeholders to understand business needs and translate to digital solutions;Hands on experience in planning, design, development, implementation, and maintenance of computer information systems; and,Experience in management and implementation of networks in multisite environments.ย
Skills
Languages
For this position, fluency inย English and French are required (oral and written). Working knowledge of another official UN language (Arabic, Chinese, Russian, and Spanish) is an advantage.
IOMโs official languages are English, French and Spanish.ย All staff members are required to be fluent in one of the the three languages.
Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments
Required Competencies
IOMโs competency framework can be found at thisย linkย Competencies will be assessed during the selection process.
Valuesย - all IOM staff members must abide by and demonstrate these values:
Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.Courage: Demonstrates willingness to take a stand on issues of importance.ย Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.Core Competenciesย โ behavioural indicators Level 2
ย Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.ย Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.ย Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.ย Accountability: Takes ownership for achieving the Organizationโs priorities and assumes responsibility for own actions and delegated work.ย Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.ยManagerial Competencies - behavioural indicators โ Level 2
Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organizationโs vision. Assists others to realize and develop their leadership and professional potential.Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.Strategic thinking and vision: Works strategically to realize the Organizationโs goals and communicates a clear strategic direction.Humility: Leads with humility and shows openness to acknowledging own shortcomings.ย
Notes
Open to internal candidates and previous IOM employees only.
Internationally recruited professional staff are required to be mobile.
Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
This selection process may be used to staff similar positions in various duty stations.ย Recommended candidates endorsed by the Appointments and Postings Board will remain eligible to be appointed in a similar position for a period of 24 months.
Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances. Subject to certain exemptions, vaccination against COVID-19 will in principle be required for individuals hired on or after 15 November 2021. This will be verified as part of the medical clearance process.
Vacancies close at 23:59 local time Geneva, Switzerland on the respective closing date. No late applications will be accepted.
IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
IOM only accepts duly completed applications submitted through theย IOM e-Recruitmentย systemย (for internal candidates linkย here). The online tool also allows candidates to track the status of their application.
Only shortlisted candidates will be contacted.
For further information and other job postings, you are welcome to visit our website:ย IOM Careers and Job Vacancies