Jobs in Kampala Uganda It Service Delivery Management OfficerUnited Nations High Commissioner For Refugees (UNHCR) Jobs in Kampala Un Jobs Jobs in Kampala at It Service Delivery Management OfficerUnited Nations High Commissioner For Refugees (UNHCR) Un Jobs Employment opportunities It Service Delivery Management OfficerUnited Nations High Commissioner For Refugees (UNHCR)
Job Title ⇒ IT Service Delivery Management Officer
]https//www.theugandanjobline.com/
Organisation ⇒ United Nations High Commissioner for Refugees UNHCR
Duty Station ⇒ Kampala, Uganda
About UNHCR ⇒
The Office of the United Nations High Commissioner for Refugees was
established on December 14, 1950 by the United Nations General Assembly.
UNHCR’s mandate under the Statute of the Office of the United Nations High
Commissioner for Refugees is to lead and co-ordinate action for international
protection to refugees; seek permanent solutions for the problems of refugees
and safeguard refugee rights and well-being. UNHCR has an additional mandate
concerning issues of statelessness, as it is given a designated role under
Article 11 of the 1961 Convention on the Reduction of Statelessness.
Job Summary ⇒ The 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. The incumbent 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. The incumbent has regular
contact with MSPs globally and locally within the AoR, 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 throughout the AoR 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 may have supervisory
responsibility for other IT staff both directly and in a matrixed structure.
The specific reporting relationships may vary based on the size and structure
of the Operation and will be specified in the Operational Context; the
incumbent may receive functional direction and advice from the functional
Division. Travel within the AoR is an integral part of this function,
sometimes at short notice and potentially for extended periods of time,
particularly when supporting an emergency.
Key Duties and Responsibilities ⇒
⇗ Oversee daily Business-As-Usual operational decisions, including; incident,
problem, change, service request, and asset management.
⇗ With leadership, 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. 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. 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.
⇗ Assist in the recruitment and development of IT staff in accordance with
business needs, budget, and personnel policies. Coordinate work of IT staff
under direct or functional dotted reporting lines. Identify further skills
needed for field staff and end-users and relevant training activities.
⇗ Promote a competent and motivated workforce trained to understand and use
IT facilities and who implement the correct procedures and practices.
Additional duties for Country Operations positions
⇗ 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 regular basis 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.
Qualifications, Skills and Experience ⇒
⇗ The ideal candidate for the United Nations High Commissioner for Refugees
UNHCR IT Service Delivery Management Officer job opportunity should hold For
P3/NOC - 6 years relevant experience with Undergraduate degree; or 5 years
relevant experience with Graduate degree; or 4 years relevant experience with
Doctorate degree
⇗ Fields of Education Information & Communications Technologies
Computer Science Information Systems
⇗ Information Technologies Project Management or other relevant field
⇗ Fields of Education marked with an asteriskApply Through
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