Snr ICT Off (Ser Del-Netw)


Senior ICT Officer (Service Delivery-Network)


The post is located within the Network Section of the ICT Operations Service and reports directly to the Chief of the Network Section, and is responsible for service delivery of UNCHR network and telecommunications services.

The incumbent will lead service delivery of UNHCR network and telecommunications services.

The incumbent supervises the other ICT Officers (Service Delivery) of Network Section who in turn, and together with the incumbent, coordinate and supervise the various managed services providers managing and/or delivering UNHCR's network and telecommunications systems and services.

The incumbent has regular contact with the relevant managed service providers, as well as with ICT staff in field offices, in other sections of the ICT Operations Services, as well as in the rest of DIST.

UNHCR's network and telecommunications systems consist of all components required to interconnect UNHCR's office locations, corporate data centers, service providers and in general all users of UNHCR's systems, wherever they are located; these include terrestial and satellite telecomunications equipment and services, personal and station radio equipment, firewalls, routers, WAN accelerators, switches, modems, codecs and any other network related hardware, software or service required.



- Network and telecommunications requests and problems are addressed and resolved promptly within agreed service levels.
- Service level agreements (SLAs) with service providers are monitored.
- Change and release processes are managed and coordinated with service providers.
- Service provider invoices are reviewed and verified.
- Coordinate and take day-to-day operational decisions.
- Provide accurate and timely information and setting up reports for the Chief, Network Section and other DIST senior management.
- Maintain appropriate communication channels with service providers and other relevant DIST staff.
- Draft and suggest improvements to contracts, Service Level Agreement as well as Standard Operating Procedures and Guidelines for internal and external service providers.
- Measure and follow-up of SLAs and validate intermediate and final results.
- Periodically validate of and reported on Key Performance Indicators.
- Audit quality of deliverables and process follow ups.
- Track and verify invoices from service providers and suppliers.
- Track expenditure, budgets and forecasts.
- Monitor, identify and resolve problems.
- Respond to and complete audit recommendations and actions.
- Determine service delivery process improvements and implement change.
- Adopt best practices from across the enterprise and share solutions for cost-effective delivery.
- Perform other related duties as assigned.


- Prioritize competing work demands within the unit.
- Allocate resources for tasks for change and improvement projects/initiatives/change requests.
- Escalate issues requiring senior management intervention.


- University degree in ICT or relevant subjects.
- At least 12 years of experience (10 years with advanced university degree) in information technology of which 7 should be in managing service delivery of complex networks to support decentralized IT operations in developing countries.
- Proven ability to manage service delivery of large, complex Wide Area Networks and telephony services in a 24/7, "real-time" environment.
- Experience with radio and VSAT telecomunications services and WAN optimization technologies.
- Experience working with outsourced providers in delivering services based on service level agreements.
- Proven track record implementing and managing ITIL processes.
- Experience leading a matrixed team to ensure collaboration and effective operations.
- Experience resolving problems, responding to and completing audit recommendations and actions.
- Strong verbal communications and executive-level presentation skills.
- Ability to influence, manage and lead negotiations with internal and external stakeholders.
- Good interpersonal skills that include the ability to effectively communicate both written and verbal.
-       Excellent written and spoken English.


- Knowledge of systems and processes within the United Nations.
- Experience in providing network and telecommunications services to deep field locations.
- Advanced University degree in ICT or engineer.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
  • Organization: UNHCR - United Nations High Commissioner for Refugees
  • Location: Amman
  • Grade: P-4, International Professional
  • Occupational Groups:
  • Closing Date: 2016-09-26

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