Senior IT Systems Service Delivery Management Officer, P4, Budapest At UN High Commissioner for Refugees

Organizational Setting and Work Relationships
The Division of Information Systems and Telecommunications (DIST) is responsible for ensuring that UNHCR takes advantage of effective and efficient information and communications solutions that enable and facilitate UNHCR’s execution of its mandate. DIST aims to create an accessible, service-oriented, effective and efficient ICT service organization that is aligned with the core business of UNHCR, meets the ICT needs of the organization – both in the field and at Headquarters and leverage industry-standard technology for the organization.
Under the leadership of the Chief Information Officer (CIO) and Director, DIST supports UNHCR as it strives to become the global leader in data and information on forcibly displaced persons, ensuring the right solutions are designed, developed and maintained in a cost effective, timely and secure manner.
This role within DIST is principally responsible for ensuring the availability of systems and services, with the supporting underlying infrastructure, are delivered consistently, reliably and effectively. The scope of IT business systems is further identified in the operational context. 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). S/he may have one or more Service Delivery Managers working under his/her supervision.
The role will oversee the end to end delivery of identified services for the organisation. The service management role will be responsible for the IT processes, products, relationships (internal and external) to provide this service and will act as focal point for ensuring all elements are operating effectively to provide the specified list of services to the organisation.

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
– Support processes are clearly defined and monitored.
– Service level agreements (SLAs) with internal support staff and external service providers are clearly defined, monitored and met.
– Change, test and release processes are properly planned and carried out.
– End-to-end support to the user community is responsive and effective.
– Service provider invoices are reviewed and verified.
– Improvements are identified and pursued with the appropriate priority.
– Oversee and coordinate day-to-day business-as-usual operations, including incident management, problem management, service request management, and asset management.
– Identify, monitor, and report on appropriate performance level targets (i.e. SLAs) for all services.
– Provide accurate and timely information on operational status to DIST senior management.
– Provide updates (i.e. hourly, daily and/or weekly) when acting as Incident Manager.
– Serve as primary escalation point for operational issues not resolved within established service levels.
– Serve as Major Incident Manager and lead ‘return-to-green’ activities for prolonged issues.
– Ensure managed service partners carry out root cause analyses and execute the approved changes to prevent recurrence of critical problems.
– Determine service delivery process improvements and implement change.
– Oversee the change, test, and release management process by ensuring test plans are developed, test results are documented, and actual results meet expected results.
– Ensure delivered solutions are of high-quality from a technical perspective.
– Analyse, interpret and report on system and infrastructure performance and capacity.
– Track expenditures against budgets, prepare forecasts, and verify invoices before payment in view of the service levels achieved.
– Respond to and complete audit recommendations and actions.
– Adopt best practices and innovative ideas for cost-effective delivery.
– Assist in the drafting of requests for proposals and reviewing of support contracts including, but not limited to Service Level Agreements, Standard Operating Procedures, and Operational Guidelines for internal and external service providers.
– Lead the definition of support processes in accordance with ITIL best-practices framework.
– Maintain appropriate communication channels with service providers, application business owners and other relevant DIST staff.
– Carry out periodic performance review meetings with internal and external support groups.
– Allocate resources in support of day-to-day operations.
– Take day-to-day operational decisions within area of responsibility.
– Prioritize service restoration activities and escalate issues that cannot be resolved within service levels.
– Request information from internal and external parties, as appropriate.
– Report and act on the failure to follow policies, instructions, guidelines, and contract terms.

– Lead risk assessments and discussions with team(s) to proactively manage risks and seize opportunities impacting objectives. Ensure that risk management principles are integrated in decision-making both at strategic and operational levels. Allocate resources for planned treatments with resource requirements in Strategic Plans. Ensure that risks are managed to acceptable levels and escalate, as needed. If a Risk Owner, designate the Risk Focal Point and certify that the annual risk review is completed and ensure that the risk register is updated during the year, as needed.
– Perform other related duties as required.

Minimum Qualifications

Years of Experience / Degree Level
For P4/NOD – 9 years relevant experience with Undergraduate degree; or 8 years relevant experience with Graduate degree; or 7 years relevant experience with Doctorate degree

Field(s) of Education
Computer Engineering; Computer Science; Engineering;
Information and Communication Technology; Information Systems; Information Technology;
Technology; Management Information Systems; Computer Network Administration; Database Administration; Electric Engineering; Information Management;
Mathematics; Systems Analysis and Development; Telecommunication;
Web Design; Web Technologies; or other relevant field.

Certificates and/or Licenses
ITIL Certification ; Microsoft Tech Specialist; Information Technology;
MS Certified Technology Spec; Information Management; Computer Science;
Data Management; Change/Release/Test Mgmt Trng.
(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience
Essential
A minimum of 9 years ICT experience (8 years with graduate degree (equivalent to a Master’s)) including at least 5 years recent experience ensuring that systems and services, including underlying infrastructure, are available and delivered consistently, reliably and effectively. Proven day-to-day operational experience running enterprise-wide, mission-critical systems such as ERP (Enterprise Resource Planning Software), CRM (Customer Relationship Management), Enterprise Content Management, Enterprise Collaboration Platform, Enterprise Business Intelligence Platform. Good understanding of change, test and release management processes for large, mission-critical systems. Demonstrated experience of managing service development in the area of Information and Data Management. Demonstrated experience leading various aspects of IT service management. Experience leading a matrixed team to ensure collaboration and effective operations. Ability to communicate effectively with technical and non-technical audiences. Ability to influence, manage, and lead negotiations with internal and external partners and stakeholders. Experience working with business partners and coordinating mixed teams (internal and partners) toward achieving challenging objectives. Understanding of how IT affects an organization and the ability to link it to business processes.

Desirable
Graduate university degree in ICT or Engineering. Knowledge of UNHCR specific ICT processes and technologies. Experience with large software development and/or infrastructure projects. Experience operating in humanitarian, development, or United Nations organizations. Working knowledge of any other UN language.

Functional Skills
*IT-IT Cloud Hosting Services
*IT-IT Collaboration & Communications Tools
*IT-IT Operations Management
*IT-IT Service Delivery Management
*IT-IT Support
*IT-IT Systems and Standards
CO-Reporting skills
IT-Customer Relationship Management (CRM) Software
MG-Change Management
MG-UN/UNHCR Management Practices/Standards and Processes
SO-Presentation skills
(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.

Desired Candidate Profile

For this essential position, UNHCR requires a skilled senior service delivery management officer who can liaise with multiple stakeholders: senior leaders and colleagues across the Divisions of DFAM, DESS, DER, DHR and DFAM, internal and external technical colleagues, as well as a diverse end user community. S/he must have a deep understanding of IT Service Management Processes including Major Incident and Release Management in a Cloud Application landscape.

Furthermore, the candidate must be able to demonstrate abilities and proven experience in:

Proactively building and maintaining strategic relationships with key business partners, leading to demonstratable impact on business objectives for the following Area of Responsibility (AoR) platforms:

– Oracle ERP Cloud
– Oracle Aconex Cloud
– Oracle Health Insurance Cloud
– Oracle Unifier Cloud
– Workday HCM and Payroll
– BOARD Platform (COMPASS)

Deep understanding of Service Delivery Management Processes and operation of ServiceNow and support environments of the cloud vendors

Proven experience in managing external Managed Service Provider

Experience in Cloud Management Platforms of Oracle and Workday

Experience of delivering support and maintenance for cloud hosted and SaaS (Software as a Service) applications.

Experience in release management processes in a Multi Cloud environment

Experience with training, capacity building, and knowledge transfer to technical colleagues

Ability to analyse system challenges, clarify user requirements, and provide resolutions accommodating application security and respecting business processes.

Required languages (expected Overall ability is at least B2 level):

,

,

Desired languages

,

,

Operational context

Occupational Safety and Health Considerations

To view occupational safety and health considerations for this duty station, please visit/copy this link to the Operational context: https://wwwnc.cdc.gov/travel

Nature of Position

This role will be part of the ERP team within the Business Relationship Management section of DIST. This role will identify and provide requirements to cross-cutting initiatives associated with the support, implementation and enhancements of the ERP systems and processes. This role will report to the Chief Business Relationship Officer for the section, who is also the business relationship officer for the UNHCR Business Transformation Programme.

UNHCR has completed the Business Transformation Programme (BTP) with the goal to explore and implement new ways of working, address key business pain points and increase capabilities by leveraging modern tools and cloud technologies to support UNHCR’s back-office processes. The next phase of this journey is the stabilization as well as identifying new innovations and improvements of the platforms and therefore, elevating the UNHCR’s credibility, efficiency, and effectiveness.

The ERP landscape is made up of multiple cloud platforms with various integration points between platforms and business processes resulting in various stakeholders to consider in process and solution design. Key
Cloud Platforms in the ERP Application landscape include Oracle, Workday, BOARD and Salesforce.

The incumbent leads the ERP Applications service delivery management activities on behalf of DFAM, DHR, DESS, DER and DSPR. To support these applications and ensure that they are reliable, performant, and fit-for-purpose, it is critical that the service delivery team has skilled resources to deliver solid guidance and oversight of our managed service providers. The BRMS/ERP Systems team requires a resource that can liaise with multiple stakeholders: to interface with technical implementation teams; system support colleagues; developers; other DIST teams and manage application service support teams; as well as a diverse end user community.

The Senior IT Systems SDM Officer must ensure that systems and services, including underlying infrastructure, are available and delivered consistently, reliably, and effectively via the selected Managed Service Provider(s).The incumbent oversees day-to-day operations and coordinates the work of multiple resolver groups, both internal to UNHCR, as well externals.

Living and Working Conditions

Budapest is a H Duty Station. All modern conveniences are available including international schools.

Additional Qualifications

Skills

IT-Enterprise Resource Planning (ERP)

Education

Bachelor of Arts (BA): Computer Engineering, Bachelor of Arts (BA): Computer Network Administration, Bachelor of Arts (BA): Computer Science, Bachelor of Arts (BA): Database Administration, Bachelor of Arts (BA): Electric Engineering, Bachelor of Arts (BA): Engineering, Bachelor of Arts (BA): Information and Communication Technology, Bachelor of Arts (BA): Information Management, Bachelor of Arts (BA): Information Systems, Bachelor of Arts (BA): Information Technology, Bachelor of Arts (BA): Management Information Systems, Bachelor of Arts (BA): Mathematics, Bachelor of Arts (BA): Systems Analysis and Development, Bachelor of Arts (BA): Technology, Bachelor of Arts (BA): Telecommunication, Bachelor of Arts (BA): Web Design, Bachelor of Arts (BA): Web Technologies

Certifications

Change/Release/Test Management Training – Other, Computer Science – Other, Data Management – Other, Information Management – Other, Information Technology – Other, ITIL Certification – Foundation Level – AXELOS Ltd, Microsoft Certified Technology Specialist – Microsoft, Microsoft Tech Specialist – Microsoft

Work Experience

Competencies

Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Judgement & decision making, Leadership, Managing performance, Managing resource, Organizational awareness, Planning & organizing, Teamwork & collaboration, Technological awareness

UNHCR Salary Calculator

https://icsc.un.org/Home/SalaryScales

Compendium

Bi-annual Compendium 2023 Part B – October 2023

Additional Information

Functional clearance

This position requires Functional Clearance