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

E (most hardship)

Non Family with Residential LocationDanger Pay

Nairobi (CO), Kenya

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 in ICT service delivery management in complex and high-risk operational environments, ensuring service availability and operational continuity across multiple locations.
• Strong technical expertise in IT infrastructure, networks and applications, including management of enterprise systems supporting protection, registration and operational processes.
• Demonstrated experience coordinating IT service delivery across internal units, UN agencies, partners and service providers, including management of performance, escalation processes and service improvement.
• Proven experience implementing corporate ICT standards, system compliance and cybersecurity measures, including risk identification and mitigation.
• Demonstrated experience in business continuity planning, including development and maintenance of ICT Business Continuity Plans (BCP) in emergency settings.
• Experience monitoring and reporting on IT service performance to support operational decision-making and system optimization.

Desirable Attributes
• Experience working in humanitarian or UN operations, including emergency or complex field environments.
• Experience providing technical advisory support to government counterparts and inter-agency partners on ICT systems and solutions.
• Familiarity with inter-agency ICT coordination mechanisms and operational contexts in complex settings.

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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 operational environment in Sudan has undergone a profound shift since armed conflict erupted on 15 April 2023 between the Sudanese Armed Forces (SAF) and the Rapid Support Forces (RSF). Since then, security conditions have continued to deteriorate, particularly in Darfur and the Kordofan regions, leaving the country in a highly volatile state as humanitarian needs rapidly intensify. The conflict has severely worsened living conditions, aggravated longstanding intercommunal and ethnic tensions, and generated grave protection risks, including killings, sexual violence, forced recruitment, abductions, looting, and large-scale displacement.

As of November 2025, Sudan hosts close to 9.3 million internally displaced persons (IDPs), with over 7 million newly displaced since the conflict began. An additional 4.4 million people have fled across borders into neighbouring countries. Current inter-agency displacement figures exceed the combined total of the previous four years, underscoring the scale of the crisis both within Sudan and across the region. According to the inter-agency Humanitarian Response Plan (HRP), the number of people in need increased from 15.8 million in November 2022 to 30.4 million in January 2025, largely driven by the ongoing conflict.

Despite the insecurity, Sudan continues to host a significant refugee population. As of 31 December 2025, the country shelters 859,974 refugees, primarily from South Sudan (73.8%), Eritrea (16%), and Ethiopia (8%). Sudan remains a key asylum country, receiving 84,038 new arrivals in 2025 from these same countries. 66% percent of refugees reside in camps, while 34% live in out‑of‑camp settings. The refugee population is 51% female and 49% male.

In areas where security has improved, displaced Sudanese have begun returning. To date, approximately 3 million people have returned to their areas of origin—81% (about 2.46 million) from internal displacement and 19% (about 567,000) from abroad. Most returns have occurred in Khartoum and Aj Jazirah, driven primarily by improved security. Nearly all returnees (99%) have returned to their exact places of origin, despite widespread destruction of shelters and limited access to essential services.

Throughout the conflict, UNHCR remains committed to staying and delivering inside Sudan. International and national staff continue to operate from eight locations across the country, providing protection and assistance to forcibly displaced populations both as part of emergency response and regular programming.

For operational coordination, the Sudan operation is structured around four main corridors:

• Western Corridor – covering the Darfur and Kordofan regions; access remains significantly constrained.
• Eastern Corridor – covering Kassala and Gedaref; fully accessible with no major operational constraints.
• Southern Corridor – covering White Nile and Blue Nile states; generally accessible, though periodic security incidents cause temporary disruptions.
• Northern Corridor – covering Wadi Halfa, Omdurman (Khartoum), and Port Sudan, where the Representation Office is located.

Additionally, a back office in Nairobi provides limited operational support functions

The incumbent will report to the Assistant Representative (Admin) and will be responsible for ensuring the effective delivery, availability, and continuous improvement of IT systems and services across UNHCR operations in Khartoum and Sudan more broadly. The position plays a critical role in maintaining reliable, secure, and efficient ICT infrastructure to support programmatic and operational objectives in a complex and evolving environment.

Living and Working Conditions:

Khartoum is a hardship duty station with challenging living and working conditions. Since the outbreak of conflict in Sudan in 2023, daily life in the city has been significantly affected by insecurity, damaged infrastructure and limited availability of basic services. The climate is hot and dry for most of the year, with average annual temperatures around 30 to 32°C and peaks reaching approximately 40 to 42°C during the hottest months, particularly from April to June. The rainy season is short, usually from July to September, with generally limited rainfall, although heavy downpours may occur. Electricity and water supply remain unreliable, and staff should be prepared for frequent interruptions. The United Nations is gradually re-establishing its operational presence in Khartoum. International personnel are accommodated in United Nations-managed guesthouses, including UNHCR and other agency facilities, as secure private housing is currently unavailable. Medical support is provided through the United Nations clinic and doctors; however, health services in the city remain limited, and staff should be prepared for a constrained operating environment.

The security situation in Khartoum remains complex, volatile and high-risk. Although there is no sustained front-line fighting inside the city at present, the situation can change quickly due to the proximity of active conflict areas and the continued risk of aerial incidents, including drone strikes. Movement is further affected by the presence of unexploded ordnance and explosive remnants of war in urban areas. Criminality, including opportunistic and organized crime, has increased. Staff are therefore expected to maintain a high level of security awareness and fully comply with all United Nations Department of Safety and Security requirements. Movement in Khartoum is strictly controlled. A curfew is in place from 23:00 to 05:00, and travel within the city requires coordination through United Nations security systems. Travel permits and identification checks are common, and public transport is not recommended. All official and personal movements must follow applicable security procedures and advisories.

Khartoum is managed as a non-family duty station under hardship conditions, with a four-week rest and recuperation (R&R) cycle applied in line with the operational context. International staff are required to reside in United Nations-approved accommodation and comply with Residential Security Measures. Completion of BSAFE training and TRIP registration is mandatory before deployment. Staff members should demonstrate cultural sensitivity and remain ready to adapt to changing security requirements, including possible relocation, hibernation or other contingency measures.

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