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Snr ICT Off(ServDel - Ref Sys)


Copenhagen, Denmark

Before submitting an application, UNHCR staff members intending to apply to this Job Opening are requested to consult the Recruitment and Assignments Policy (RAP, UNHCR/HCP/2017/2 and the Recruitment and Assignments Administrative Instruction (RAAI), UNHCR/AI/2017/7 OF 15 August 2017.

Duties and Qualifications
Senior ICT Officer (Service Delivery- Refugee Systems)


The Senior ICT Officer (Service Delivery- Refugee Systems) is principally responsible for ensuring that systems and services, including underlying infrastructure, 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). S/he may have one or more Service Delivery Managers working under his/her supervision.

The position is located within the Business Relationship Management Service and reports directly to the Chief, BRO (Refugee Systems) and supervises the ICT Officer (Change, Release and Test Management).

This role will focus on the service delivery management for solutions that enable the registration, protection and assistance of refugees (i.e. proGres, Biometric Identity Management System, CashAssist, Global Distribution Tool, etc.).


- 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 and other relevant DIST staff.
- Carry out periodic performance review meetings with internal and external support groups.
- Perform other duties as assigned.


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