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

D

Non Family with Residential Location

Addis Ababa,Eth Fed Dem Rep

PR3

Professional

Reason

Regular > Regular Assignment

2026-05-26

IT Service Delivery Management Officer

Organizational Setting and Work Relationships
The 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). The incumbent 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. 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 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.
- With leadership, 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. 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 IT staff in accordance with business needs, budget, and personnel policies. Coordinate work of IT 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 IT facilities and who implement the correct procedures and practices.

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 regular basis 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 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 IT of which 3 spent 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-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
• Proven experience delivering and maintaining ICT services across multiple remote locations, including management of connectivity solutions (e.g. VSAT, LEO), enterprise networks and end-user support.
• Demonstrated experience coordinating ICT service delivery, including management of service providers, escalation handling and ensuring service continuity in complex or resource-constrained environments.
• Proven experience supporting infrastructure lifecycle management and operational risk mitigation in unstable or field-based contexts.
• Demonstrated experience implementing corporate ICT standards and strategies at field level, ensuring compliance while adapting to operational requirements.
• Proficiency in French language

Desirable Attributes
• Experience within the UN system or international humanitarian organizations, including emergency or hardship duty stations and inter-agency ICT coordination mechanisms.
• Experience supporting refugee operations, emergency responses or large-scale humanitarian programmes.

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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:

Since the conflict in Sudan erupted in mid-April 2023, and according to the latest figures, Chad currently hosts some 450,636 new arrivals, this situation has led to the forced displacement, spread across the provinces of Ouaddai, Sila, Wadifira amd Ennedi Est, mainly in the sub-prefectures of Borota, Amdjerema, and Addé, with the key entry points being the localities of Kulbus, Mahamata, Werwerta, Beida, Andressa/Dogdoré, Moudeina, Sarafbourgou, Mashiborgho and Maguilta. The situation continues to be tense in Sudan, refugees continue to arrive in Chad, fleeing from Darfur region, especially El Geneina and El Fasher cities.

On 17 May 2023, a Level 2 emergency was declared for the neighbouring countries of Sudan, including Chad. Considering the above, and as the humanitarian situation in Sudan continues to deteriorate, the High Commissioner decided to upgrade the Level 2 emergency to a Level 3 for the Sudan and for the refugee and returnee situation in Chad, Egypt, and South Sudan.

In this context, the operation in Chad reinforces its offices with the necessary capacities to respond effectively to the protection and assistance needs of the new refugees in the existing and new camps and maintain adequate capacity at the various entry points to continue to assist new arrivals.

The IT Service Delivery Management Officer will work under the supervision of the Representative. She/He will be supporting all offices in Chad.

Living and Working Conditions:

Ndjamena is the capital and largest city in Chad. For a major capital city, its infrastructure remains basic, though widely superiors to the standards of other regions. The climate is hot and semi-arid, with a rainy season from June to September. UNHCR Staff can choose their residence while respecting Residential Security Measures. Electricity supply can be unstable and international staff members are provided generators by the office.
Water supplies work in most areas but a personal food and drinkable water supply is required.
Most relevant supplies can be found on local markets though choice can be limited compared to other hubs and prices are high as most goods are imported. Banking facilities are available through local banks, such as Ecobank and BCC. Health care standards can be qualified as basic with staff members encouraged to subscribe International SOS Clinic Services. Serious or complicated health conditions require evacuation to other countries and dental / other specialised care may not be available. Malaria is the most common but not only infectious disease prevalent in Ndjamena and most other regions of Chad. UNHAS flights are the prime means of transport to and from Field locations. A limited number of companies fly international flights to Ndjamena.
Telecommunication services are basic and expensive with two mobile phone / internet operators with 4G services available as well as an increasing number of providers, installing fiber connections. Access to some communication and social media apps, most notably WhatsApp are currently available but have, for extended periods been censored and required use of VPN.
The UNHCR Office is covered by UNHCR 's own VSAT services. Several UN Agencies, INGOs and NGOs operate in Ndjamena and use it as a hub. A French military base is located adjacent to Ndjamena international airport. The RR cycle in N ¿Djamena is 8 weeks as well as in other duty station except Bagasola which is 6 weeks.

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, Empowering & building trust, Judgement & decision making, Managing performance, 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