Jordan: Head, Service Delivery Section (re-advertised)

UNITED NATIONS RELIEF AND WORKS AGENCY

FOR PALESTINE REFUGEES IN THE NEAR EAST

UNRWA

UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance and emergency assistance. UNRWA is funded almost entirely by voluntary contributions. For its international team, UNRWA is seeking to employ a qualified:

Head, Service Delivery Section (re-advertised)

Note: Applicants to vacancy announcement 15-HQ-AM-46 need not re-apply.

Vacancy Announcement Number

16-HQ-AM-37

Grade

P-4

Deadline for Applications

11 August 2016

(28 July 2016 for internal applicants)

Duty Station

Amman

UNRWA encourages applications from qualified women and welcomes applications from qualified candidates with disabilities.

Under direct supervision of Chief, Technology Services Division and in accordance with the established Agency policy, procedures, Information Technology Strategies and plans, Head, Service Delivery Section will:

Primary Duties and Responsibilities

· Assume overall responsibility for planning and management of the Agency’s Enterprise Systems implementation projects; develop the strategic vision, strategies, implementation plans and performance metrics for the successful roll-out of the new systems; manage project activities and track, monitor and report on project progress against plans, requirements, quality measures and standard processes;

· Manage and implement all aspects of ICT Device Management in terms of standards, policies, instructions and guidelines covering the acquisition, use, maintenance, upgrade, protection and disposal of:

· ICT end-user devices: desktop equipment, ICT office equipment and mobile device technology;

· Desktop standard software;

· Video conferencing and telephony systems devices and facilities;

· Manage and implement all aspects of ICT end-user support procedures and Service Catalogue; prepare and negotiate related Service Level Agreements with end-user departments;

· Participate in enterprise information management systems implementation activities and lead ICT service design and implementation activities, ensuring that service delivery, operation and support aspects are ready for go-live operations;

· Prepare and manage section initiatives, plans, budget and resources; supervise and manage HQA and HQG compounds ICT infrastructure operations and service desk units. Supervise and manage assigned staff and resources, including distribution of work assignments, providing guidance, reviewing and reporting on performance, and providing required training to ensure staff skills and knowledge cover all aspects of delivered services;

· Develop and implement standard Service Management practices covering Service Desk management tools, processes and escalation procedures for existing services, the introduction of new services and the retirement of obsolete services and related access management;

· Participate in the ICT Change Management and Disaster Recovery Planning activities;

· Liaise with Fields and user departments and conduct periodic end-user surveys to collect ICT services and performance metrics and take necessary action to enhance all services and their related performance;

· Manage contracts for provision of ICT services to HQ Offices by third party service providers;

· Identify user training needs and supervise the development and implementation of end-user training programme.

Professional Knowledge and Experience

· An advanced university degree from an accredited educational institution, in information systems management, computer science, computer engineering, business management or other related discipline;

· At least eight years of progressively professional experience in managing and implementing ICT service delivery processes and solutions, four of which must have been in a senior position at international level outside one's home country, practicing and implementing various ICT service management disciplines in a large ICT operation, including direct supervision of service desk or call center operations supporting large number of users in a global setting;

· Extensive experience in developing and implementing ICT Service Management Practices, Policies, Disaster Recovery Plans and Business Continuity Plans with sound knowledge of related international standards and best practices;

· Advanced knowledge of ICT operations and service management standards, including ICT service operation and service level agreements;

· Working experience with a broad range of up-to-date ICT enterprise technology products, systems and tools used in various ICT service delivery functions, including ICT Management, Content Delivery, Business Productivity, Office Automation and Collaboration as well as Infrastructure related technologies;

· Experience with managing large ICT projects;

· Excellent command of spoken and written English.

Competencies

· Willingness to keep abreast of new developments in the field of information technology;

· Ability to establish and maintain effective working relations in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity;

· Ability to convey complex technical concepts and recommendations to non-technical staff, both orally and in writing, in a clear, concise style;

· Ability to analyze complex problems and make sound decisions;

· Ability to independently plan and prioritize work, set clear objectives, work well under tight deadlines, monitor performance against deadlines and handle multiple concurrent projects/activities;

· Positive attitude, customer service oriented and strong communication and negotiation skills;

· Ability to lead and motivate subordinates.

Desirable Qualifications

· Advanced certifications in service management framework (ITIL), information security, project management (PRINCE2), and/or disaster recovery planning;

· Knowledge of the mandate and mission of UNRWA as well as the cultural, political and social environment in which it operates;

· Work experience in an international context;

· Working knowledge of Arabic language.

Additional Information

The incumbent of this post will be required to travel throughout the Agency's area of operations in the Middle East.

Equivalency

When the minimum requirements are not fully met, the Human Resources Department may substitute part of the unmet requirements under UNRWA’s equivalency determination guidelines with a combination of relevant academic qualification, additional professional training and/or progressive relevant work experience. Note: Work experience alone or formal qualifications with no relevant work experience are not considered sufficient for an equivalency determination.

Conditions of Service

UNRWA offers an attractive compensation package including annual salary starting at $74,130 net tax free with dependents or $69,032 single, plus post adjustment of 45.6%** (subject to change without notice). Other benefits, subject to eligibility, include education grant, dependency allowance, home leave, pension fund, health insurance and 6 weeks of annual leave. All UNRWA duty stations (with the exception of Gaza and Syria) are family duty stations. Initial contract is for two years, with the possibility of further extensions subject to the availability of funds, satisfactory performance and the continuing need for the post.

Please note that conditions of service may be subject to change as of 1 July 2016 in accordance with standards set by the International Civil Service Commission or determined by the General Assembly, subject to detailed regulations, rules and administrative issuances as may be promulgated by UNRWA and any amendments made thereto from time to time.

How to Apply

To start the application process, applicants are required to register at http://jobs.unrwa.org by creating a personal profile and completing UNRWAPersonal History Form. Please note that UNRWA only accepts degrees from accredited educational institutions. Only applications received throughhttp://jobs.unrwa.orgwill be considered. Due to the large number of applications received for UNRWA vacancies, only applicants short-listed for interview will be contacted.

The United Nations does not charge fees at any stage of the recruitment process (application, testing, interviewing, etc). The United Nations does not concern itself with information related to bank accounts.

General Information

UNRWA is a United Nations organization whose staff are expected to uphold the highest standards of integrity, neutrality and impartiality. This includes respect for and commitment to human rights, diversity, and non-violent means of dealing with all kinds of conflict. UNRWA staff are expected to uphold these values at all times, both at work and outside. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. UNRWA is a non-smoking work environment.

The statutory retirement age for staff entering or re-entering service in the UN Common System after 1 January 1990 is 62 and 65 after 1 January 2014. For external applicants, only those who are expected to complete a term of appointment will normally be considered.

The Agency reserves the right not to make an appointment, to make an appointment at a lower grade, or to make an appointment with a modified job description.

On appointment, all individuals will be asked to sign a self-attestation, confirming that they have not committed, been convicted of, or prosecuted for, any criminal offence and that they have not been involved, by act or omission, in the commission of any violation of international human rights law or international humanitarian law.

Date of issue: 14 July 2016 / LF

To start the application process, applicants are required to register at http://jobs.unrwa.org by creating a personal profile and completing UNRWAPersonal History Form. Please note that UNRWA only accepts degrees from accredited educational institutions. Only applications received throughhttp://jobs.unrwa.orgwill be considered. Due to the large number of applications received for UNRWA vacancies, only applicants short-listed for interview will be contacted.

The United Nations does not charge fees at any stage of the recruitment process (application, testing, interviewing, etc). The United Nations does not concern itself with information related to bank accounts. 2