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
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
D
Family Type
Non Family with Residential Location
Residential location (if applicable)
Addis Ababa,Eth Fed Dem Rep
Grade
PR3
Staff Member / Affiliate Type
Professional
Reason
Regular > Regular Assignment
Target Start Date
2026-05-26
Standard Job Description
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.
Unhcr · N'djamena, Chad