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Duties and Qualifications
Chief of IT Planning and Support Section
Organizational Setting and Work Relationships
The Chief of IT Planning and Support Section reports to the CIO and
Director of the Division of Information Systems and Telecommunications
(DIST). The incumbent is responsible for leading the IT Planning and
Support Section, managing all operational support units within the CIO¿s
Office. As a key member of the DIST Senior Management Team, the incumbent
will guide the team in developing and communicating its strategic vision
and operational plans. The incumbent will help UNHCR to optimize its use of
strategic suppliers through innovative sourcing and enhanced service
delivery management. S/he will ensure that DIST and field operations are
provided with excellent back-office support, which will enable the
effective and efficient delivery of IT services to UNHCR operations
This position provides oversight and management of the following units
within the CIO¿s office: Resource Management Unit; Strategic Sourcing Unit
(including the former Vendor Management Unit); and Asset, Configuration,
and Change Management Unit (formerly the Cross-Functional Unit).
The incumbent is expected to have a solid understanding of IT and be able
to communicate effectively with both technical staff, IT vendors, and with
business counterparts and end-users. The incumbent will work with the
appropriate counterparts in the Divisions at Headquarters (DFAM, DHR, DESS,
DER, DPSM) on all matters relating to strategic planning, IT strategic
sourcing, procurement and supplier management, financial oversight and
reporting, human resource management, and internal communications.
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.
-Coordinate the strategic planning process, the development of the
multi-year strategies and annual operational plans for the Division,
including preparation of the DIST¿s Annual Programme Review submission.
-Ensure, through the supervision of the Resource Management Unit, that the
Division¿s financial and human resources are managed in a competent,
efficient, and effective manner in fulfilment of the approved strategy,
objectives, plans, and priorities; and that the Division respects and meets
deadlines for planning, reporting, recruitment, and other submissions.
-Ensure, through the supervision of the Strategic Sourcing Unit, that all
supplier contracts are managed in a competent, efficient, and effective
manner; that procurement guidelines are scrupulously followed; that
submissions to the HQ Committee on Contracts are accurate and submitted in
a timely manner; and that the IT stockpile management is optimized.
-Furthermore, through the supervision of the Strategic Sourcing Unit,
ensure that the Division continues to identify and introduce new
technologies that will benefit to the Organization; identifies and develops
new strategic partnerships; and maintains strong relationships with the
existing strategic partners.
-Ensure, through the supervision of the Asset, Configuration & Change
Management Unit, that these functions are firmly imbedded within all parts
of DIST and beyond.
-Work with DIST Managed Service Providers to ensure that contracts continue
to meet the operational needs of the Organization and that monthly invoices
are received in good order and promptly cleared for payment.
-Advise the CIO and Director of DIST on further strategic improvement
opportunities in the areas of IT planning, and support.
-Perform other related duties as required.
Years of Experience / Degree Level
For P5 - 12 years relevant experience with Undergraduate degree; or 11
years relevant experience with Graduate degree; or 10 years relevant
experience with Doctorate degree
Field(s) of Education
*Information & Communications Technologies; *Business Administration; or
other relevant field.
(Field(s) of Education marked with an asterisk* are essential)
Certificates and/or Licenses
ITIL V3 Foundation Level;
(Certificates and Licenses marked with an asterisk* are essential)
Relevant Job Experience
Minimum 10 years¿ experience in information technology of which 5 spent
managing service delivery in a complex, global environment with both
centralized and decentralized operations, systems, and services.
Substantial knowledge in IT service management, supplier relationship
management, vendor management and strategic sourcing to support IT
operations. Demonstrated experience working with strategic suppliers in
delivering services based on service level agreements, including formal
reviews and evaluations of supplier performance to ensure delivery of
high-quality services. Proven experience in preparing tendering documents,
reviewing technical submissions, and contract negotiation leading to
strategic, multi-year contracts with managed service providers. Experience
working with business partners to understand how IT affects an organization
and link it to business processes and operational tasks. Experience in
project monitoring and control, data analysis, and presentation for
executive review and decision making. Good understanding of asset life
cycle management from procurement to retirement. Extensive experience in
data analytics and reporting using the advanced features of MS Excel, Power
BI, and associated tools. Good understanding and practical experience of
ITIL Service Operations processes driven by continuous improvement.
Experience leading a matrixed team structure combining business and
technology stakeholders, including at the inter-agency level, to ensure
collaboration and effective operations. Ability to influence, manage and
lead negotiations with stakeholders. Strong interpersonal skills that
include effective communications (both verbal and written) at all levels to
technical and non-technical audiences.
Proven ability to deal with multiple tasks in different functional areas in
a demanding working environment with short deadlines. Familiarity with
UN/UNHCR rules, regulations, procedures and processes.
*IT-Service Delivery Management;
*EX-Experience with external managed service provider for ICT infrast
maintenance & support;
IT-IT Operations Management;
IT-Local Area Networks (LAN);
IT-IT Radio Communications (HF, UHF, VHF);
IT-IT Satellite Communications (VSAT);
IT-IT Systems and Standards;
IT-Microsoft Office Productivity Software;
(Functional Skills marked with an asterisk* are essential)
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.
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. Position Competencies C001L4 - Accountability
C002L4 - Teamwork & Collaboration Level 4
C003L4 - Communication Level 4
C004L4 - Commitment to Continuous Learning Level 4
C005L4 - Client & Result Orientation Level 4
C006L4 - Organizational Awareness Level 4
M001L4 - Empowering and Building Trust Level 4
M002L4 - Managing Performance Level 4
M006L4 - Managing Resources Level 4
M005L4 - Leadership Level 4
M003L4 - Judgement and Decision Making Level 4
M004L4 - Strategic Planning and Vision Level 4
X003L4 - Technological Awareness Level 4
X001L4 - Analytical Thinking Level 4
X005L4 - Planning and Organizing Level 4 Additional Information
The UNHCR workforce consists of many diverse nationalities, cultures,
languages and opinions. UNHCR seeks to sustain and strengthen this
diversity to ensure equal opportunities as well as an inclusive working
environment for its entire workforce. Applications are encouraged from all
qualified candidates without distinction on grounds of race, colour, sex,
national origin, age, religion, disability, sexual orientation and gender
Please note that UNHCR does not charge a fee at any stage of its
recruitment process (application, interview, meeting, travelling,
processing, training or any other fees).