Job Description

Please note that this vacancy is only open to eligible staff members who have been individually notified of their eligibility to apply for positions advertised in the Accelerated Posting Compendium.

June 12, 2026

C

Family

PR2

Professional

Reason

Regular > Regular Assignment

2026-05-26

Associate IT Service Delivery Management Officer

Organizational Setting and Work Relationships
The Associate IT Service Delivery Management Officer is responsible for ensuring that IT systems and services 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) and ensures the various MSPs (both local and corporate) and UNHCR IT staff under their supervision deliver efficient and effective systems and services in accordance to contractual obligations and best practices. Understanding the current and future needs, the incumbent ensures that the IT requirements are understood and that offices within their respective area of responsibility (AoR) have adequate IT Services to maintain communications across the organization and have the IT tools necessary to support their work.
The incumbent has regular contact with MSPs (globally and locally within the AoR), with other Service Delivery Managers (SDMs), with Solution Engineers, with vendors, and all entities of ITS. S/he understands and communicates the UNHCR IT strategy and vision, policies, and decisions throughout the AoR in a positive manner and leads by example in the adherence and adoption. The Associate IT Service Delivery Management Officer 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 both directly and in a matrixed structure. The specific reporting relationships may vary based on the size and structure of the Operation and will be specified in the Operational Context; the incumbent may receive functional direction and advice from the functional Division. Travel within the AoR is an integral part of this function, sometimes at short notice and potentially for extended periods of time, particularly when supporting an emergency.

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.
- Prepare an IT Operations Plan and 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 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 testing of new IT components.
- Recommend, and implement approved, service delivery process improvements. Define support processes in accordance with ITIL best-practices.
- Maintain accurate inventory of all IT equipment for all sites and ensure relevant Asset 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. May 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. 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.

Additional duties for Country Operations positions
- Liaise and negotiate, when necessary, with relevant regulatory bodies to ensure all required permissions to operate UNHCR networks are granted.
- Promote partnership with sister Agencies, Implementing Partners, NGOs and other operational partners in consultation with Regional Bureau/Country Representative/ITS, Headquarters.
- Report on regularly to the Regional Bureau, Senior IT Service Delivery Management Officer.
- Coordinate with UNHCR offices for logistic support to clear IT equipment and accessories for speedy deployment.

- 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 P2/NOB - 3 years relevant experience with Undergraduate degree; or 2 years relevant experience with Graduate degree; or 1 year 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
- 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. 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.

Desirable
- Formal certification in ITIL Service Operations.
- 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.

Functional Skills
*IT-IT Service Delivery Management
IT-IT Collaboration & Communications Tools
IT-IT Network Monitoring & Alerting Tools
IT-IT Operations Management
IT-IT Project, Program or Portfolio Management
IT-IT Service Delivery Management Software
IT-IT Systems and Standards
IT-Microsoft Office Productivity Software
(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.

Essential Attributes
• Relevant experience in ICT service delivery within complex, decentralized and resource-constrained environments, preferably in humanitarian operations.
• Strong technical expertise in ICT infrastructure, end-user support, network connectivity, cybersecurity and IT service management.
• Proven experience ensuring business continuity of ICT services in challenging field conditions.
• Demonstrated experience coordinating ICT activities across field offices, Headquarters, Regional Bureaux and external service providers.
• Experience in supervising ICT functions and contributing to inter-agency coordination mechanisms, including representation in ICT working groups.
• Proficiency in French language and good working knowledge of English.

Desirable Attributes
• Experience within the UN system or similar international organizations.
• Familiarity with UN ICT standards, policies and systems.
• Experience supporting emergency ICT operations.

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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:

The Democratic Republic of the Congo (DRC) hosts one of the largest and most complex displacement situations globally and remains among UNHCR’s largest operations in Africa. The country continues to face overlapping humanitarian crises driven by protracted armed conflict, intercommunal violence, disease outbreaks, natural disasters and chronic development challenges. These dynamics continue to generate large-scale displacement while simultaneously affecting refugee-hosting and return environments. As of early 2026, the DRC hosts approximately 6.5 million internally displaced persons (IDPs), alongside over 600,000 refugees and asylum-seekers originating from neighboring countries and returning Congolese populations. Population movements remain highly fluid, particularly in Eastern DRC where deteriorating security conditions associated with AFC/M23 dynamics and the activities of multiple armed groups continue to generate recurrent displacement and increasing humanitarian needs.

The operation is currently undergoing substantial institutional transformation following major funding reductions and operational restructuring. Between 2025 and 2026, staffing levels reduced significantly, office structures were streamlined and substantial resource prioritization measures were implemented. While these adjustments enabled increased prioritization of programme delivery resources, they also significantly increased pressure on support functions and operational oversight systems. The DRC operation currently maintains a presence through one Representation Office, two Sub-Offices, two Field Offices and five Field Units and supports one of UNHCR’s largest populations of concern globally.

The Associate IT Service Delivery Officer is positioned within the Administration Unit of the UNHCR Representation Office in Kinshasa and reports directly to the Senior Admin Officer. The incumbent forms part of the ICT team composed of 5 personnel, including, one IUNOPS, three GS staff members, and the P2 position. The incumbent will directly supervise all the team members.

The role supports one of UNHCR’s most complex and decentralized operations globally, characterized by large-scale displacement, recurring humanitarian emergencies, volatile security conditions, and extensive field presence across the Democratic Republic of the Congo (DRC). The operation currently manages 10 field locations, including one Branch Office, two Sub Offices, 7 Field Offices, and Field Units distributed across, former Equateur, North and South Kivu, Haut Uele, Ituri, and Tanganyika.

Operating in a challenging and geographically dispersed environment, the incumbent contributes to the delivery of reliable, secure, and uninterrupted ICT services essential for operational continuity and emergency response. The position supports ICT infrastructure management, user support services, connectivity solutions, cybersecurity compliance, telecommunications systems, and business continuity measures across headquarters and field operations.

The operational environment requires strong coordination, adaptability, and problem-solving capacity due to infrastructure limitations, connectivity challenges in remote locations, security constraints, and the need to maintain uninterrupted communication and systems support for field operations. The incumbent works closely with programme, administration, supply, and security teams, while coordinating regularly with Regional Bureau ICT teams, Headquarters, managed service providers, and operational partners to ensure effective ICT service delivery aligned with UNHCR operational priorities.

Living and Working Conditions:

The Democratic Republic of the Congo (DRC), the third largest country in Africa, presents a highly complex and geographically dispersed operational environment for ICT service delivery. UNHCR operations are spread across remote and often hard-to-reach locations where infrastructure constraints, limited connectivity, and unreliable power supply can significantly affect operational continuity.

Kinshasa, classified as a family duty station, serves as the administrative hub and offers comparatively better access to services and telecommunications infrastructure. However, living costs are high and operational conditions remain challenging due to dependence on imported goods and limited infrastructure reliability.

Field locations across the country often operate in environments with limited or unstable internet connectivity, electricity, and technical support, requiring strong ICT business continuity, resilience, and remote support capacity to ensure uninterrupted service delivery.

The operational context is multilingual, with French as the official working language and Lingala, Swahili, Kikongo, and Tshiluba widely spoken, requiring strong communication and coordination skills in a diverse environment.

Additional Qualifications

Skills

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

Certifications

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

Competencies

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

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

Compendium

Accelerated Posting Compendium 2026 - Part B

Additional Information

This position doesn't require a functional clearance