Overview
The Associate IT Service Delivery Management Officer is responsible for ensuring IT systems and services are available, delivered consistently, reliably, and effectively, overseeing day-to-day operations and coordinating support groups.
Key Responsibilities
- - Oversee daily operational decisions including incident, problem, change, service request, and asset management.
- - Prepare an IT Operations Plan and forecast annual IT budget needs.
- - Ensure compliance with Service Management and IT security policies and standards.
- - Monitor Service Level performance targets.
- - Serve as primary escalation point for end-user and operational issues.
- - Work closely with SDMs and MSPs to carry out problem management and root cause analysis.
- - Review and validate Change Management processes.
- - Recommend and implement approved service delivery process improvements.
- - Maintain accurate inventory of all IT equipment and locally developed applications.
- - Leverage the broader IT community to deliver efficient and cost-effective solutions.
- - Monitor, analyse, and report on system and infrastructure performance and capacity.
- - Track expenditures against budgets and prepare forecasts.
- - 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.
Required Experience
- - Experience in IT including 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.
- - 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.
- - 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 providing IT services, including deep field locations.
- - Experience acting as an inter-agency IT focal point.
- - Solid understanding of application and infrastructure technologies used in IT systems and services supported by IT staff in the AoR.
- - 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.
Qualifications
- - Undergraduate degree; or Graduate degree; or Doctorate degree.
- - ITIL Certification
- - Project Management
