IT Systems Service Delivery Management Officer, P3, Budapest

Organizational Setting and Work Relationships
The IT Systems Service Delivery Management Officer is responsible for ensuring that IT applications and solutions 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 and UNHCR IT staff under their supervision deliver efficient and effective applications and solutions in accordance to contractual obligations and best practices. Understanding the current and future needs, the incumbent ensures that the IT requirements are understood and have adequate IT applications and solutions to meet business needs the organization and have the IT tools necessary to support their work.
The incumbent has regular contact with MSPs, 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 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 and managed service providers, both directly and in a matrixed structure. The specific reporting relationships may vary based on the size and structure of the team, solution offerings, products and responsibilities and will be specified in the Operational Context.

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
Within the Area of Responsibility:
– Oversee daily Business-As-Usual operational decisions, including; incident, problem, change, service request, and asset management.
– With leadership, 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 and Change 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 transition into production from projects as well as ensuring testing of new ICT solution components.
– Recommend, and implement approved, service delivery process improvements. Define support processes in accordance with ITIL best-practices.
– Maintain accurate inventory of all IT applications for corporate solutions and ensure that Configuration 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 DIST, appropriate managed service provider and consultancy staff in accordance with business needs, budget, and personnel policies. Coordinate work of DIST 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 the corporate solutions and implement the correct procedures and practices.
– Promote partnership with sister Agencies, Implementing Partners, NGOs and other operational partners in consultation with Regional Bureau/Country Representative/DIST, Headquarters for shared solutions and project experience.

– Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).

– Perform other related duties as required.

Minimum Qualifications

Years of Experience / Degree Level
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

Field(s) of Education
Information & Communications Technologies, Computer Science, Information Systems,
Information Technologies, Project Management or other relevant field

Certificates and/or Licenses
*ITIL Certification
Project Management
(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience
Essential
Minimum 4-6 years’ experience in ICT of which 3 spent managing IT system service delivery with SLA based delivery of both centralized and decentralized applications and solutions. Good understanding and practical experience of ITIL Service Operations processes driven by continuous improvement. Experience working with business partners to understand how IT affects an organization and link it to business processes, requirements and operational tasks. Ability to influence, manage and lead negotiations with stakeholders. Strong interpersonal skills that include effective communications (both verbally and written) at all levels; to technical and non-technical audiences. Experience working in a matrixed team to ensure collaborations and effective operations across multiple organisations. Experience in project monitoring and control, data analysis, and presentation for executive review and decision making. Experience of coordinating activities across different partner organizations developing effective services. Experience in Service Delivery Management of Application Services to support centralised IT Solutions.
Application skills and experience required for a specific position will be included in the Operational Context of the Job Opening.

Desirable
Formal certification in ITIL Service Operations. Experience providing IT services, including deep field locations. Experience acting as an inter-agency ICT focal point. Solid understanding of application and infrastructure technologies used in IT applications and solutions supported by IT staff. Experience of operating in humanitarian or United Nations organizations, with field experience. A good understanding of UN/UNHCR reforms and the priority agenda of the organization.

Functional Skills
*IT-IT Service Delivery Management
IT-IT Applications Development Lifecycle Methodology
IT-IT Systems and Standards
IT-Service delivery through outsourced providers
(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 DHR, and DSPR, internal and external technical colleagues, as well as a diverse end user community.

Furthermore, the candidate must be able to demonstrate abilities and proven experience in:
– Proactively building and maintaining strategic relationships with key business partners and Managed Service Providers, leading to demonstratable impact on business objectives for the following Area of Responsibility (AoR) platforms:
– Workday (HCM and Payroll)
– BOARD (COMPASS Application)
– Deep understanding of Service Delivery Management Processes and operation of ServiceNow and Cloud Support environment of Workday and BOARD
– Experience in Managing and resolving Major Incidents
– Previous experience in release management of new features and developments in a cloud SAAS (Software as a Service) model
– Proven experience in managing external Managed Service Provider
– Experience of delivering support and maintenance for cloud hosted and SaaS applications.
– 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):

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Desired languages

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Operational context

Occupational Safety and Health Considerations

To view occupational safety and health considerations for this duty station, please visit this link:

https://wwwnc.cdc.gov/travel

Nature of Position

This role will be part of the ERP team within the Business Relationship Management Service (BRMS) of DIST. This role will report to the Senior IT Systems Service Delivery Management Officer (ERP Applications). The incumbent will primarily focus on support for Workday and BOARD products as well as integration to applications. The Oracle applications are potentially used by all staff in the organization.

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 landscape include Oracle, Workday, BOARD and Salesforce.

The IT Systems Service Delivery Management Officer is responsible for supporting the Senior Service Delivery Manager (ERP Systems) in ensuring that applications, systems, and services, including underlying infrastructure (in collaboration with infrastructure and platform team), are available and delivered consistently, reliably, and effectively via the selected Managed Service Provider(s). S/he will have a targeted focus on the Workday and BOARD products and will support the team as required.

The incumbent manages the day-to-day operations and coordinates the work of multiple resolver groups, both internal to UNHCR, as well as Managed Service Providers (MSPs). A major focus of this role is to ensure that the Oracle ERP systems and processes generally, and the Workday and BOARD products more specifically, are managed effectively to drive its growth and implementation within the organisation.

The incumbent delivers through and in collaboration, with technical resources both within UNHCR and with the MSPs. Collaboration with other SDMs is integral in the success of the role.

She/he will manage and ensure delivery of MSPs based on agreed Service Level Agreements (SLAs); and address any areas of misalignment through agreed Performance Improvement Plans if necessary.

Occasional travel to other HQ locations and offsite Managed Service Provider facilities may be required.

Living and Working Conditions

Budapest is a category H Duty Station and the capital of Hungary. All modern conveniences are available including international schools.

Additional Qualifications

Skills

FI-ERP Financial Management (SAP, Oracle, PeopleSoft, Workday and other), IT-Enterprise Resource Planning (ERP), IT-IT Application Release & Test Management, IT-IT Service Delivery Management

Education

Bachelor of Arts (BA): Computer Science, Bachelor of Arts (BA): Information and Communication Technology, Bachelor of Arts (BA): Information Systems, Bachelor of Arts (BA): Information Technology, Bachelor of Arts (BA): Project Management

Certifications

ITIL Certification – Foundation Level – AXELOS Ltd, Project Management – Other

Work Experience

Competencies

Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Judgement & decision making, Managing performance, 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