Applications from women are particularly encouraged for this vacancy

UNICC encourage Short-Term Developmental Assignments (STDAs) to give Staff opportunities to enhance their skills and gain diverse experiences by broadening exposure to different work environments.

The incumbent will oversee the day-to-day operations and coordinates the work of multiple support groups, both internal to UNHCR, the UN Refugee Agency, as well as Managed Service Providers (MSPs). The incumbent ensures the various MSPs (and UNHCR IT staff under their supervision deliver efficient and effective systems and services in accordance with contractual obligations and best practices.

• Oversee daily Business-As-Usual operational decisions, including incident, problem, change, service request management
• 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, 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 carefully planned and executed. Review 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
• Ensure solutions are of high-quality from a technical perspective and that end-user support is responsive and effective
• 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 (Service Level Agreements), and SOPs (Standard Operating Procedures)

Required skills:

Essential:

• Minimum 5 (five) years’ experience in IT, including in managing IT service delivery with SLA based delivery of both centralized and decentralized applications, systems, and services
• Good understanding and practical experience of ITIL Service Operations processes driven by continuous improvement
• Strong interpersonal skills that include effective communications (both verbally and written) at all levels, to technical and non-technical audiences
• Experience in monitoring and control, data analysis, service delivery reporting and presentation for executive review and decision making
• Experience in service delivery management
• Experience in processes and service operations management

Desirable:

• Experience in managing the delivery of service for data systems
• Experience providing IT services, including management of Managed service Providers (MSPs)
• Solid understanding of application and infrastructure technologies used in IT systems and services supported by IT staff in the Area of Responsibility
• Experience of operating in humanitarian or United Nations organizations, with field experience
• Project Management
• Experience working with business partners to understand how IT affects an organization and link it to business processes and operational tasks
• Ability to influence, manage and lead negotiations with stakeholders

Education:

Essential:

• First level university degree in Information & Communications Technologies, Computer Science, Information Systems, Information Technology, or related field
• ITIL V3 Foundation

Language skills:

Essential:

• English – Advanced Level

Desirable:

• Knowledge of another UN language is desirable

Benefits for the staff: 

• Job enhancement and enrichment;
• Facilitation of a change of mindset in viewing geographical and functional mobility as an opportunity for growth and development;
• Learning and skills enhancement;
• Opening of potential future professional and career development opportunities.

Eligibility:

In order to be eligible, staff members should:

• Be already working at G5 and above
• Have served in their current fixed-term position for at least two years,
• Hold a continuing or fixed-term appointment which is expected to continue for at least six months after completion of the short-term developmental assignment,
• Have received an overall rating of at least “satisfactory performance” in their last PMDS
• Obtain their Supervisor’s approval.

Entitlements: 

 If the staff take a position of an higher grade:

If the staff member assumes the responsibilities of an established post of a higher grade than that which s/he occupies, s/he shall be granted non-pensionable extra pay as from the beginning of the fourth consecutive month, in accordance with Staff Rule 320.4. The calculation of the extra pay will be based on the official duty station where the staff member is normally based.

If the staff is deployed to another duty station:

• Given the time limited nature of STDAs, staff members will be assigned without their families. They will retain their existing remuneration package (for example, IPs would maintain salary, post adjustment, education grant, rental subsidy, as applicable) of their official duty station. Travel will be in economy class.
• From the first month of a STDA, staff members will receive the hotel component of the first 60 days DSA rate of the duty station where they will be temporarily based throughout the entire assignment. This hotel component percentage is calculated by the ICSC.

Selection process:

• The HR focal point of the receiving office will carry out an initial review of the applications for eligibility.
• The applications will then be reviewed by the supervisor/manager of the receiving office who will make a final selection. In reviewing applications, due consideration will be given to staff’s proven commitment to learning and development, their performance record, as well as to the relevance of the staff exchange for the staff member’s personal and professional development.

Closing date for applications:

Applications will be accepted until midnight (Geneva Time) on 16 May 2022.

For any further detail, please refer to the “Short-term developmental assignments policy and procedures”.