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 ITS 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, S
Benefits
Vision insurance
Additional Information
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.
Deadline for Applications
June 12, 2026
Hardship Level
H (no hardship)
Family Type
Family
Residential location (if applicable)
Grade
PR4
Staff Member / Affiliate Type
Professional
Reason
Regular > Regular Assignment
Target Start Date
2026-05-26
Standard Job Description
Senior IT Systems Service Delivery Management Officer
Organizational Setting and Work Relationships
The Information Technology Service (ITS) is responsible for ensuring that UNHCR takes advantage of effective and efficient information and communications solutions that enable and facilitate UNHCR's execution of its mandate. ITS aims to create an accessible, service-oriented, effective and efficient ICT service organization that is aligned with the core business of UNHCR, meets the ICT needs of the organization - both in the field and at Headquarters and leverage industry-standard technology for the organization.
Under the leadership of the Chief Information Officer (CIO) and Director, ITS supports UNHCR as it strives to become the global leader in data and information on forcibly displaced persons, ensuring the right solutions are designed, developed and maintained in a cost effective, timely and secure manner.
This role within ITS is principally responsible for ensuring the availability of systems and services, with the supporting underlying infrastructure, are delivered consistently, reliably and effectively. The scope of IT business systems is further identified in the operational context. 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 role will oversee the end to end delivery of identified services for the organisation. The service management role will be responsible for the IT processes, products, relationships (internal and external) to provide this service and will act as focal point for ensuring all elements are operating effectively to provide the specified list of services to the organisation.
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.
Unhcr · Copenhagen (hq), Denmark