Latest Recruitment at UNHCR, the UN Refugee Agency

Duties and Qualifications

Organizational Setting and Work Relationships

Private Sector Partnerships (PSP) Africa is building up their digital fundraising in key markets within the region. After having established a strong regional advocacy and engagement campaign (LuQuLuQu), PSP Africa is now building up its digital fundraising and supporter-to-donor conversion activities, in order to meet ambitious long-term fundraising targets. PSP Africa will continue to test and optimize digital donor acquisition in key markets, test new multi-channel marketing approaches, and engage in remote market fundraising through digital channels. Each of these areas will require the oversight and direction of a strong digital marketer.
This role of Associate Digital Fundraising Officer is to work with the digital fundraising team to effectively manage all activities related to digital acquisition, online fundraising and donor development. It exists to drive PSP Africa¿s digital marketing and fundraising campaigns and to oversee all aspects of digital engagement and supporter conversion in the region. The successful candidate will be responsible for ensuring regional digital fundraising targets and other digital engagement Key Performance Indicators (KPIs) such as long-term Return on Investment (ROI) and effective Certified Public Accountants (CPAs) are effectively met. The Associate Digital Fundraising Officer will work with the Digital Marketing Officer, to manage the regional digital media agency to ensure paid media targets are effectively met, and ensure that digital acquisition activities are tracked, measured and optimized, as required, to meet ambitious fundraising and ROI goals. S/he will also be required to work with the Digital Marketing Officer on the multi-channel marketing approach (including two-step conversion) and to work with suppliers as needed to ensure this is effectively executed. Finally, s/he will also work with the Digital Marketing Officer, to test and optimize remote digital marketing approaches in new markets and manage remote digital donor acquisition, cultivation and development activities.
Together with the Digital Fundraising Officer, s/he will be responsible for ensuring that, the right digital marketing strategy, capacity and tools are in place to generate strong donor response online to increase income and engagement regionally. S/he is expected to have an excellent grasp of key digital marketing channels (including paid search, social media ads, programmatic, native etc.) and understand their value and role in engaging and converting leads and donors. S/he must also have a holistic grasp of all digital and mobile platforms and how to best optimize them for donor acquisition and fundraising development. Finally, s/he must understand digital¿s role in a multi-channel environment and be confident in effectively executing lead generation and conversion techniques for fundraising.
S/he is expected to liaise with core stakeholders including the Regional Management team, HQ digital support units, and PSP and communications colleagues in the region, as well as external suppliers including digital media agencies and digital development teams.

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

• Manage PSP Africa¿s digital fundraising and donor development programs. This includes overseeing and optimizing all aspects of digital, fundraising and marketing including paid media approaches, lead generation and conversion campaigns, and digital supporter retention and development activities (including email and SMS marketing). It also involves monitoring and reporting on key digital KPIs and developing new testing strategies and optimization mechanisms to ensure effective growth and ROI from digital fundraising activities.
• Contribute to the development of the strategy and execution of digital marketing in key regions. Coordinate the set-up of digital marketing tests (including set up of infrastructure and tagging), manage and optimize paid media activities, monitor fundraising results and optimize paid marketing activities, and develop follow up donor journeys and e-appeals.
• Support the development and implementation of the multi-channel lead generation and conversion strategies to convert non-financial supporters into donors. Use paid digital media, mobile money, SMS, email and other digital channels and techniques effectively to convert and retain new donors.
• Ensure digital fundraising opportunities are effectively capitalized during emergencies and key media moments.
• Support the Digital Fundraising Officer in the region to manage the relationship with the regional digital media agency and feedback on digital media plans and campaign reports to ensure that digital acquisition targets are being effectively met.
• Support with the development and coordination of regional digital campaigns and initiatives for lead generation and donor acquisition.
• Follow and identify digital trends and tools that can impact UNHCR's digital engagement approach in Africa.
• Coordinate support from HQ digital units, and engage key stakeholders in the region (such as communications colleagues, regional office staff etc.) as required for the benefit of the digital fundraising program.
• Support the development of the annual plans and investment applications for digital marketing activities.
• Monitor digital fundraising channel budgets and income, and ensure that digital budgets are being used effectively to meet long and short term fundraising KPIs. Ensure accurate reporting and monitoring.
• Produce internal reporting related to digital, including quarterly fundraising reports.
• Perform other related duties as required.

Minimum Qualifications
Education & Professional Work Experience
Years of Experience / Degree Level

For P2/NOB 3 years relevant experience with Undergraduate degree; or 2 years relevant experience with Graduate degree; or 1 year relevant experience with Doctorate degree

Field(s) of Education

Marketing;         E-Commerce;             Business Administration;            Computer Science;
Communications; or other relevant field.
(Field(s) of Education marked with an asterisk* are essential)

Certificates and/or Licenses

Not specified

Relevant Job Experience
Essential:

• Relevant work experience in performance-driven digital marketing or digital fundraising.
• Proven work experience with using paid digital media channels including programmatic, search, social to raise funds, build a customer database and increase lifetime value.
• Experience with developing digital and social media campaign strategies and marketing plans for the purposes of donor acquisition and development.
• Strong knowledge of all key digital channels and their roles in donor engagement, conversion and development;
• Experience in running lead generation and conversion campaigns.
• In-depth understanding of media buying and digital acquisition including working with media agencies and critiquing plans and reports.
• Strong knowledge of web analytics platforms such as Google Analytics 360; ideally have held/hold a Google Analytics Individual Qualification Certification.
• Vast knowledge of digital measurement metrics, and experience with producing performance reports for senior stakeholders;
• Experience in developing and critiquing media plans and campaign reporting, and using data to improve fundraising performance.
• In-depth understanding of e-commerce and conversion methodologies.
• Strong experience with using email, SMS and other digital communications methods to increase loyalty and funds raised from existing donors.

Desirable:

• Experience working with content management systems, e-commerce portals and payment gateways such as WorldPay, Stripe and PayPal an asset.
• Experience working in a regional digital marketing role and running remote digital marketing programs an asset.
• Ability to work in a fast paced environment.
• Professional experience within the not-for-profit sector, UN agencies or international institutions is an asset.
• Strong ability to analyze figures and make decisions based on data and analysis.
• Strong knowledge of digital fundraising and campaign management metrics.
• Ability to work in a structure with a variety of stakeholders.
• Proven ability to deal with multiple tasks in a courteous and service oriented manner in a demanding working condition that often functions on short-term deadlines.
• Availability to travel within the region.

Functional Skills

• ER-Experience with digital engagement and supporter growth tactics
• ER-Communications/media/digital/social media communication/ monitoring/analysis/presentation
• ER-Experience with creating and monitoring digital growth targets
• IT-Web design/Webpage preparation/Digital Technologies/Analysis
• FR-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc.
• ER-Digital Marketing Tools (e.g. Email Broadcast and WCMS)
• ER-Experience with media buying and digital acquisition
• MS-Analysis
• MG-Project Management
• CO-Cross-cultural communication
• CO-Experience reporting, writing, editing for magazines, newspapers and websites
• (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.
    
Position Competencies

• C001L2 Accountability Level 2
• C002L2 Teamwork & Collaboration Level 2
• C003L2 Communication Level 2
• C004L2 Commitment to Continuous Learning Level 2
• C005L2 Client & Result Orientation Level 2
• C006L2 Organizational Awareness Level 2
• M001L2 Empowering and Building Trust Level 2
• M003L2 Judgement and Decision Making Level 2
• X002L2 Innovation and Creativity Level 2
• X005L2 Planning and Organizing Level 2
• X008L2 Stakeholder Management Level 2

    
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 identity.
    
Additional  Information
    

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).
    
Closing Date

Please note that the closing date for vacancies in the  March 2020Compendium is Thursday 16 April 2020 (midnight Geneva time)

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Procedures and Eligibility
    

Before submitting an application, UNHCR staff members intending to apply to this Job Opening are requested to consult the Recruitment and Assignments Policy (RAP, UNHCR/HCP/2017/2 and the Recruitment and Assignments Administrative Instruction (RAAI), UNHCR/AI/2017/7 OF 15 August 2017.
    
Duties and Qualifications
    
Associate Human Resources Officer

Organizational Setting and Work Relationships
The Associate Human Resources Officer supports the UNHCR¿s People Strategy and contributes to the implementation of the 2018 independent Human Resources review, which resulted in the establishment of HR strategic priorities and the reconfiguration and transformation of the Division of Human Resources (DHR) from a largely transactional model into a strategic business partner for field operations and senior management. Having the right people in the right place at the right time is at the core of enabling UNHCR to protect and respond to persons of concern. By attracting, retaining and developing a talented, diverse and agile workforce while nurturing a culture of excellence, respect and wellbeing for all, UNHCR¿s Human Resources acts as a strategic partner to the organization, enabling a people-centric culture.
The Associate Human Resources Officer provides support and assistance in the areas of operational support, workforce planning, assignments and talent acquisition, organizational cultural changes, HR policy implementation and duty of care. The incumbent maintains employee confidence and protects the organization and its workforce by keeping human resources information confidential.

The Associate Human Resources Officer is usually supervised by the HR Officer or Senior HR Officer or Head of Office in a Country Operation, or the most senior HR staff in a Regional Bureau. She/he usually supervises HR General Service staff.

The incumbent maintains a direct working relationship with a number of units within the Division of Human Resources (DHR). The incumbent also works closely with the Senior HR Partner, the Senior Medical Officer and the Senior Staff counsellor for his/her region.  

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

• Workforce Operational Support:
• Assist in implementation of HR initiatives that support organizational culture change such as good people management practices, and promoting gender, inclusion and diversity.
• Implement HR operational activities to ensure timely provision of HR solutions, prioritizing according to the needs and risks.
• Contribute to the development of a HR customer service-oriented culture that values proactivity, continuous improvement, innovation and high performance.
• Provide support, guidance and trainings to HR staff.
• Assignments and Talent Acquisition:
• Coordinate the process of recruitment, assignment and reassignment of locally-recruited staff and affiliate workforce, also assisting with set up and running of (Regional) Assignments Committee where relevant.
• Assist in organizing outreach campaigns to attract diverse applicants. Ensure proper consideration is given to all applicants without distinction on the grounds of race, color, sex, national origin, age, religion, disability, sexual orientation and gender identity.
• Analyse, track and report on recruitment and assignments trends for management, including efforts to reach gender parity.
• Take a proactive approach to risk management in the areas of recruitment, ensuring the issues are identified, addressed and reported and, where appropriate, escalated.
• Advice to managers and staff, and contribution to an inclusive work environment:
• Build dialog and outreach with staff; answer questions, and provide information to staff as to where to go for help or ask questions.
• Be proactive in identifying issues, themes and patterns affecting the workforce¿s health and welfare, including sexual harassment and abuse of authority.
• Ensure that on-boarding, induction, re-integration into the workplace and off-boarding support, is provided to colleagues. Induction programmes should include information on Protection from Sexual Exploitation and Abuse (PSEA) and Sexual Harassment, Code of Conduct as well as workforce¿s rights and obligations.
• HR policies and inter-agency:
• Enforce compliance with UNHCR¿s Human Resources policies and procedures and the UN staff rules, regulations and UNHCR administrative instructions.
• Participate in the ICSC survey on living conditions and classification of duty stations as well as in the UN Country Team local staff salary survey and other local inter-agency HR-related fora and initiatives.
• Duty of Care:
• Contribute to establishing and maintaining a medical evacuation plan with senior management, Field safety and the Senior Medical Officer.
• Assist in the security and medical evacuations of UNHCR personnel.
• Support the implementation of a Duty of Care strategy. Identify and assess issues related to duty of care including physical, mental health and safety of UNHCR¿s workforce, promoting workforce balance.
• For positions in Regional Bureaux only:
• In the absence of a Senior Talent Development Officer in the Bureau:
• Contribute to the implementation of a talent development strategy for UNHCR workforce in the region, in line with UNHCR¿s needs and staff members¿ career planning.
• Contribute to the implementation of a talent sourcing and acquisition plan to identify talent mainly among but not limited to national staff and affiliate workforce in the region.
• Perform other related duties as required.

Minimum Qualifications

Education & Professional Work Experience
Years of Experience / Degree Level
For P2/NOB 3 years relevant experience with Undergraduate degree; or 2 years relevant experience with Graduate degree; or 1 year relevant experience with Doctorate degree

Field(s) of Education

• Human Resources Management; Human Resources Development; Personnel Administration;
• Business Administration; or other relevant field.

(Field(s) of Education marked with an asterisk* are essential)

• Certificates and/or Licenses
• UNHCR HR certification;

(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience

Essential:

Experience working in Human Resources. UNHCR HR certification is a plus. Knowledge of general HR policies, processes and systems.

Desirable:

• Experience in one or more of the following areas: HR Administration, workforce planning, recruitment, HR policy or talent development. Experience in HR information technology systems and tools. Experience in field humanitarian operations and/or emergency settings. Experience working with the United Nations. Experience working in a multi-cultural setting.

Functional Skills

• HR-Administer/manage a large number of staff, preferably within the UN
• HR-Human Resources Management
• Talent development
• Provision of technical HR advice
• HR data and people analytics
• Relationship Management
• Managing Ethical Dilemmas
• Learning Agility
• Partnering
• Ability to identify client¿s needs and match them to appropriate solutions
• Gender, diversity and Inclusion Management

(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.

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

• C001L2 Accountability Level 2
• C002L2 Teamwork & Collaboration Level 2
• C003L2 Communication Level 2
• C004L2 Commitment to Continuous Learning Level 2
• C005L2 Client & Result Orientation Level 2
• C006L2 Organizational Awareness Level 2
• M001L2 Empowering and Building Trust Level 2
• M006L2 Managing Resources Level 2
• M003L2 Judgement and Decision Making Level 2
• M002L2 Managing Performance Level 2
• X001L2 Analytical Thinking Level 2
• X005L2 Planning and Organizing Level 2
• X009L2 Change Capability and Adaptability Level 2
•     

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 identity.
    
Additional  Information

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).

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Organizational Setting and Work Relationships

The Community-Based Protection Officer is a member of the Protection Team in a Regional Bureau or a Country Office and normally reports to the Senior Community-Based Protection Officer, the Senior Protection Officer, Head of Sub-Office or the Assistant Representative for protection.  
For a regional position, the incumbent may have direct supervisory responsibility for Protection and Community-Based Protection staff in the regional office, and a technical support role for Community-Based Protection staff in the region. For a country level position the incumbent may have direct supervisory responsibility for Community-based Protection staff and other protection staff in the operation.
H/he supports the implementation of protection standards and provides advice on community-based protection to senior management and Country Operation(s) in close collaboration with the Division of International Protection (DIP).
The incumbent is relied upon by senior management to support a coordinated approach in the implementation of UNHCR¿s rights-based and community-based engagement with all persons of concern and contributes to the achievement of UNHCR¿s commitments to accountability to affected people.
S/he maintains close working relationships and supports Protection and Community-Based Protection staff in the field, who act as the critical interface between UNHCR and communities of concern, enabling them to provide the AGD-sensitive analysis of community risks and capacities that form the essential foundations of national and regional programmes.  The incumbent maintains close working relations with sister UN entities, governmental entities, non-governmental organisations and academic institutions that can contribute to enhancing protection and achieving solutions through people centred, community-based and gender responsive approaches.
The incumbent provides guidance to country operations to strengthen their coordination and advocacy on community-based approaches to protection with governments, partners and other key stakeholders.

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

• Assist in the development, implementation and monitoring of a community-based protection strategy reflecting the organization¿s global, regional and country level protection priorities, and ensuring systematic application of participatory, rights, community-based, and gender responsive approaches in protection and solutions planning, programming and strategies.
• Support compliance with UNHCR Age, Gender and Diversity Policy, including ensuring AGD inclusive programming, advocating for gender equality and strengthening accountability to affected populations (AAP).
• Assist with the implementation and integration of community-based corporate policies in multi-year and multi-partner protection and solutions strategies and operations plans.
• Support the systematic application of participatory, community, rights based, and gender responsive protection approaches throughout the phases of the operations management cycle and across the work of the organisation and implement community-based SGBV prevention and response as well as community-based child protection programmes.
• Contribute to the appropriate adaptations of programmes as a result of the analysis of feedback received from persons of concern, as well as other political, social, economic and cultural developments that impact the protection environment.
• Participate in country level planning exercises and advocates for the mobilization and (re)allocation of funds to the implementation of community-based and gender responsive approaches across programmes and sectors in line with regional and country community-based protection strategies.
• Support the establishment and management of a feedback and response system (including on PSEA) and participate in the analysis of feedback gathered through formal and informal feedback and response systems.
• Support capacity development through training and coaching of staff in the domain of AGD, Accountability to Affected People (AAP), CBP, Gender Equality, Youth, Disability and inclusion of other Diversity elements, and mainstreaming of the CBP approach in other sectors.
• Provide technical guidance and support to ensure data relevant to assess and monitor progress on the implementation and impact of community-based and age, gender and diversity approaches is collected and AGD-sensitive analysis of community risks and capacities is undertaken.
• Support the consolidation of reporting on community-based protection and contributes to reporting on the protection of different AGD groups, including identification of trends and collection and dissemination of good practices.

Contribute to the development of partnerships with a variety of stakeholders including government institutions, UN, civil society actors, and the private sector inclusive of youth, disability, LGBTI, women rights stakeholders and other diverse groups; for the purpose of advocating for community-based approaches for the protection of displaced persons, including implementation of Outreach and communication with diverse groups.
For functions at a regional level, support harmonization of CBP strategies in the region and their alignment with global policies, identifies and disseminates good practices, supports exchange of expertise in the region and provides a regional level analysis of trends as well as aggregated reporting on implementation of Community-based and AGD approaches.
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

• Community Development;
• Human Rights;
• Cultural Studies;
• Social Science;
• Anthropology;
• or other relevant field.

(Field(s) of Education marked with an asterisk* are essential)

Certificates and/or Licenses
n/a;

Relevant Job Experience
Essential:

• 2-3 years experience of working in the field with direct engagement with persons of concern. Demonstrated expertise in field protection, community development, social surveys/ assessment, counselling, or related areas
• Desirable:
• Very good understanding of displacement and protection issues, particularly SGBV prevention and response, child protection, education, gender equality, and the application of the age, gender and diversity approach. Completion of UNHCR learning programmes or specific training relevant to functions of position such as: PLP (Protection Learning Programme), OMLP (Operations Management Learning Programme), MMLP (Middle Management Learning Programme),  CBPLP (Community-based Protection Learning Programme), CBP e-Learning, and Gender Equality e-learning. Experience in project management, and strategy development and implementation.

Functional Skills

• PRProtection-related guidelines, standards and indicators;
• PR-Age, gender and diversity (AGD) Inclusive Programming;
• PR-Community-based Protection ¿ Planning, Implementing and analysing surveys/assessments;
• PR-Community-based Protection ¿ Coordination and project management;
• PR-Community-based Protection ¿ Principles and methodologies;
• PR-Community-based Protection ¿ Community engagement and capacity building;
• Accountability to Affected People ¿ Principles and Framework;
• TR-Training/Coaching/Facilitation;
• MG-Team Building;

(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.

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

• C001L3 Accountability Level 3
• C002L3 Teamwork & Collaboration Level 3
• C003L3 Communication Level 3
• C004L3 Commitment to Continuous Learning Level 3
• C005L3 Client & Result Orientation Level 3
• C006L3 Organizational Awareness Level 3
• M001L3 Empowering and Building Trust Level 3
• M006L3 Managing Resources Level 3
• M004L3 Strategic Planning and Vision Level 3
• M002L3 Managing Performance Level 3
• X001L3 Analytical Thinking Level 3
• X007L3 Political Awareness Level 3
• X008L3 Stakeholder Management Level 3

    
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 identity.
    
Additional  Information
    

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).

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Duties and Qualifications

Organizational Setting and Work Relationships

The IT Service Delivery Management Officer is responsible for ensuring that ICT 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 ICT 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 ICT requirements are understood and that offices within their respective area of responsibility (AoR) have adequate ICT Services to maintain communications across the organization, and have the ICT 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 Services of DIST. S/he understands and communicates the UNHCR ICT 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 ICT 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 ICT Operations Plan and forecast annual ICT 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 ICT 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 ICT components.
• Recommend, and implement approved, service delivery process improvements. Define support processes in accordance with ITIL best-practices.
• Maintain accurate inventory of all ICT 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 ICT community (UNHCR, UN agencies, partners and external providers) to deliver the most efficient and cost-effective solutions to the business. Represent UNHCR ICT 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 ICT staff in accordance with business needs, budget, and personnel policies.  Coordinate work of ICT 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 ICT 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/DIST, Headquarters.
• Report on regular basis to the Regional Bureau, Senior IT Service Delivery Management Officer.
• Coordinate with UNHCR offices for logistic support to clear ICT equipment and accessories for speedy deployment.

Perform other related duties as required.

Minimum Qualifications
Education & Professional Work Experience

• 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
• (Field(s) of Education marked with an asterisk* are essential)

Certificates and/or Licenses

• *ITIL V3 Foundation
• Project Management
• (Certificates and Licenses marked with an asterisk* are essential)
• Relevant Job Experience
• Essential:
• Minimum 4-6 years¿ experience in ICT of which 3 spent managing ICT 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 ICT 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 ICT services, including deep field locations.
• Experience acting as an inter-agency ICT focal point.
• Solid understanding of application and infrastructure technologies used in ICT systems and services supported by ICT 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-Service Delivery Management
• *IT-Experience managing IT infrastructure in 24/7 environment
• *IT-ITIL Processes and Service Operations Management
• IT-Experience with ICT infrastructure support
• IT-Information Technology (Practices/Processes)
• IT-ICT Operations Management
• IT-ICT infrastructure (LAN/WAN,HF/VHF radio,VSAT satellite syst,PABX/telephony)
• IT-IT Systems and Standards
• IT-Microsoft Office 365

(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.

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

• C001L3 Accountability Level 3
• C002L3 Teamwork & Collaboration Level 3
• C003L3 Communication Level 3
• C004L3 Commitment to Continuous Learning Level 3
• C005L3 Client & Result Orientation Level 3
• C006L3 Organizational Awareness Level 3
• M001L3 Empowering and Building Trust Level 3
• M002L3 Managing Performance Level 3
• M003L3 Judgement and Decision Making Level 3
• X001L3 Analytical Thinking Level 3
• X003L3 Technological Awareness Level 3
• X005L3 Planning and Organizing Level 3

    
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 identity.
    
Additional  Information

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).