Deputy Director – IT Site & Emergency Support Service At UN High Commissioner for Refugees

Organizational Setting and Work Relationships Under the supervision of CIO and Director of the Division of Information Systems and Telecommunications (DIST) the incumbent of the position is a member of the senior leadership team of the Division and is responsible for leading UNHCR’s IT Site and Emergency Support Service. S/he will lead the team that ensures UNHCR’s workforce – from the deepest field locations to multiple headquarters sites, and to the rapidly changing emergency operations – is adequately equipped and supported with the information technology that they need to get their jobs done. The size and scope of this role includes the management of three teams: IT Field Operations Support Service (FOSS), IT Emergency Preparedness and Response Service (EPRS), and HQ Site Support Unit. S/he is accountable for ensuring that the Field and Bureaux systems and solutions are aligned to the global IT standards; contributing to change by actively delivering and facilitating new ways of working within those regions and operations; and supporting the development and implementation of DIST’s strategic priorities. The incumbent is responsible for partnering with Directors and Deputy Directors of Regional Bureaux and Representatives in Country Operations to ensure excellent IT support for all colleagues and prompt response in emergency situations. S/he will support internal partnership with the Division of Emergency, Security, and Supply and drive the strategic external partnerships including interagency collaboration in support of IT emergency preparedness and response. S/he is also responsible for relationships with the Executive Office and leadership from Headquarters Divisions to ensure that IT support is provided to all colleagues and that UNHCR¿s meetings are adequately equipped and facilitated. Within DIST, the incumbent will work closely DIST Deputy Directors (Business Relationship Management Service and IT Operations Service) to ensure effective coordination and strategic alignment in activities.

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 Leadership & strategy for global end-user support – Direct the provision of high-quality IT service delivery and end-user support at Headquarters and in the field. – Define Global Site Support & Emergency Management strategy, and undertake medium term planning (1-2 years). – including internal/external human and financial resourcing, to ensure that team is fit for purpose. – Represent the current and predicable future IT needs of the field as a core member of DIST¿s Senior Executive Management team. – Present global dashboards and scorecards to UNHCR leadership showing the status of IT in all countries and offices in which UNHCR operates. – Promote partnership with other UN agencies, inter-agency bodies, NGOs, and other operational partners to improve coordination and avoid unnecessary duplication in IT activities in the field. – Keep abreast of IT Service Management methodologies, best practices, new technologies and functionality to ensure successful delivery and return on investment of technology spending. – Ensure IT Service Management principles are embedded within all IT staff and functions. – Liaise with external Managed Service Provider(s) to ensure they understand the requirements and deliver to meet agreed standards. – Ensure that IT Service Level Agreements are defined, bench-marked, monitored, measured, and appropriate action is taken for all breaches. – Create a culture of operational excellence and continual improvement which can be effectively measured and demonstrated. – Identify training needs and staff development within the team and ensure that skills are maintained and developed to provide UNHCR colleagues with high-level of IT support. – Travel as required to liaise with team, regional and local IT staff. HQ site support – Build effective relationships with senior Divisional & HQ colleagues to understand their IT requirements and provide colleagues with efficient and high-quality IT support. – Through the management of the HQ Site Support team, ensure IT equipment and facilities for all Headquarters meetings and events are fit-for-purpose and meet the expectations of users. – Ensure that VIP users in all HQ locations are provided with superior and accelerated support. – Ensure excellence in management of IT support for internal and external high-level events (Standing Committee, ExCom, ad-hoc). Site support – field operations – Build effective relationships with senior UNHCR Bureaux & Country Representatives to ensure effective IT customer support in the regions. – Through the effective management of the IT Field Operations Support Section, provide consistent and high-quality IT support to all operations working through the Bureau IT Leads and county IT staff. – Collaborate with the IT Ops team to address deviations in infrastructure standards. – Encourage self-reporting from Bureau IT leads on their IT solutions to ensure alignment with global IT standards. – Ensure FOSS is facilitating appropriate training for field colleagues to strengthen resource capacity and to improve global IT support. Emergency management – Through the effective oversight of the Emergency Preparedness and Response Section (EPRS), ensure preparedness, coordination and appropriate IT services and resources are provided during emergency operations, for UNHCR, its partners and the humanitarian community. – Ensure smooth transition of emergency operations, led by EPRS, to business-as-usual support for field operations, led by FOSS. – Develop and drive strategic global internal and external partnerships (UN Agencies, the humanitarian community, and the private sector partners) in support of IT emergency preparedness and response operations. – Represent UNHCR in emergency telecommunications inter-agency fora.

– Perform other related duties as required.

Minimum Qualifications Education & Professional Work Experience Years of Experience/Degree Level For D1 – 17 years relevant experience with Undergraduate degree; or 16 years relevant experience with Graduate degree; or 15 years relevant experience with Doctorate degree

Field(s) of Education

*Information & Communications Technologies; *Computer Science; *Information Systems; *Information Technology; *Project Management; or other relevant field. (Field(s) of Education marked with an asterisk* are essential)

Certificates and/or Licenses *ITIL V3 Foundation (Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience Essential – A minimum of 17 years as a practitioner of Information Technology and/or emergency management, of which 10 should be leading customer support for a large global organization at managerial level. – Proven experience in developing long-term strategic IT/business plans, ability to understand and analyse complex business issues and processes. – Ability to influence, manage and lead negotiations with external stakeholders and vendors/suppliers. – Demonstrable experience engaging with senior leadership within the organization and influence their plans to adopt new ways of working. – Prior experience providing global emergency support in a large field-based organization. – Experience in interagency/multiple organization coordination, managing partnerships and representing the organization in large international fora – Proven experience building and successfully leading a large and matrixed team, including managing a broad range of services to agreed service levels. – Proven ability to create a continuous improvement culture with measurable results, utilizing a variety of tools including key performance indicators and dashboards. – Strong verbal communications in English, including excellent writing skills and executive-level presentation skills. – Willingness to travel internationally up to 25% at a short notice.

Desirable – Thorough understanding of major systems operations and maintenance support, including experience running an on-call support team covering 24 hours by 7 days a week. – Proven ability and recent experience managing multiple global outsourced Managed Service Providers, including all aspects of the vendor management life cycle. – Experience of operating in humanitarian or United Nations organizations, with field experience. – Working knowledge of any other UN language.

Functional Skills *IT-Service Delivery Management *IT-Management of external service providers for IT infrastructure maintenance and support *IT-Service delivery through outsourced providers IT-IT Operations Management CO-Strategic Communication SO-Presentation skills CO-Drafting and Documentation (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.

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power. As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Position Competencies

C002L4 – Teamwork & Collaboration Level 4 C001L4 – Accountability Level 4 C003L4 – Communication Level 4 C004L4 – Commitment to Continuous Learning Level 4 C005L4 – Client & Result Orientation Level 4 C006L4 – Organizational Awareness Level 4 M002L4 – Managing Performance Level 4 M001L4 – Empowering and Building Trust Level 4 M003L4 – Judgement and Decision Making Level 4 M006L4 – Managing Resources Level 4 M005L4 – Leadership Level 4 M004L4 – Strategic Planning and Vision Level 4 X001L4 – Analytical Thinking Level 4 X007L4 – Political Awareness Level 4 X006L4 – Policy Development & Research Level 4 X003L4 – Technological Awareness Level 4 X008L4 – Stakeholder Management Level 4