{"id":17746,"date":"2022-05-10T10:22:51","date_gmt":"2022-05-10T08:22:51","guid":{"rendered":"https:\/\/www.unicc.org\/?post_type=jobpost&amp;p=17746"},"modified":"2022-05-10T10:22:51","modified_gmt":"2022-05-10T08:22:51","slug":"stda-opportunity-service-delivery-manager-2","status":"unpublished","type":"jobpost","link":"https:\/\/www.unicc.org\/fr\/working-with-icc\/stda-opportunity-service-delivery-manager-2\/","title":{"rendered":"STDA opportunity &#8211; Service Delivery Manager"},"content":{"rendered":"<p style=\"text-align: center\"><span style=\"color: #c66649\"><strong>Applications from women are particularly encouraged for this vacancy<\/strong><\/span><\/p>\n<p><strong>UNICC encourage <a href=\"https:\/\/staffnet.unicc.org\/HumanResources\/Documents\/Recruitment\/Short%20Term%20Developmental%20Assignments%20Policy.pdf\">Short-Term Developmental Assignments<\/a> (STDAs) to give Staff opportunities to enhance their skills and gain diverse experiences by broadening exposure to different work environments.<\/strong><\/p>\n<p>The incumbent will oversee the day-to-day operations and coordinates the work of multiple support groups, both internal to UNHCR, the UN Refugee Agency, as well as Managed Service Providers (MSPs). The incumbent ensures the various MSPs (and UNHCR IT staff under their supervision deliver efficient and effective systems and services in accordance with contractual obligations and best practices.<\/p>\n<ul>\n<li>Oversee daily Business-As-Usual operational decisions, including incident, problem, change, service request management<\/li>\n<li>Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements \u2013 reporting non-compliance as appropriate<\/li>\n<li>Monitor Service Level performance targets (internal and external); including, follow up, validation, and audit of results<\/li>\n<li>Serve as primary escalation point for end-user and operational issues (Incidents &amp; Service Requests) not resolved within established SLA&rsquo;s; coordinate with MSPs to expedite resolution including prioritization and escalation of SLA performance breaches to supervisor or responsible service tower owner<\/li>\n<li>Work closely with UNHCR SDMs and MSPs to carry out problem management, root cause analysis, and prevent recurrence of critical problems by executing approved changes<\/li>\n<li>Review and validate that Change Management processes are adhered to by both staff and MSPs. Ensure that change, test, and release processes are carefully planned and executed. Review installation of new or upgraded systems and services. Support deployments and testing of new IT components<\/li>\n<li>Recommend, and implement approved, service delivery process improvements. Define support processes in accordance with ITIL best-practices<\/li>\n<li>Ensure solutions are of high-quality from a technical perspective and that end-user support is responsive and effective<\/li>\n<li>Provide accurate and timely information on operational status and reports to management<\/li>\n<li>Ensure Audit recommendations and actions are completed in a timely manner<\/li>\n<li>Assist in drafting requests for proposals and reviewing support contracts including SLAs (Service Level Agreements), and SOPs (Standard Operating Procedures)<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":13,"featured_media":0,"menu_order":0,"template":"","meta":{"_acf_changed":false,"_links_to":"","_links_to_target":""},"jobpost_category":[19],"jobpost_job_type":[20],"jobpost_location":[22,23,24,26],"jobpost_tag":[],"class_list":["post-17746","jobpost","type-jobpost","status-unpublished","hentry","jobpost_category-vacancy","jobpost_job_type-internal","jobpost_location-brindisi-italy","jobpost_location-geneva-switzerland","jobpost_location-new-york-usa","jobpost_location-rome-italy"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>STDA opportunity - Service Delivery Manager - UNICC<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.unicc.org\/fr\/working-with-icc\/stda-opportunity-service-delivery-manager-2\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"STDA opportunity - Service Delivery Manager - UNICC\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.unicc.org\/fr\/working-with-icc\/stda-opportunity-service-delivery-manager-2\/\" \/>\n<meta property=\"og:site_name\" content=\"UNICC\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.unicc.org\/fr\/working-with-icc\/stda-opportunity-service-delivery-manager-2\/\",\"url\":\"https:\/\/www.unicc.org\/fr\/working-with-icc\/stda-opportunity-service-delivery-manager-2\/\",\"name\":\"STDA opportunity - Service Delivery Manager - UNICC\",\"isPartOf\":{\"@id\":\"https:\/\/www.unicc.org\/fr\/#website\"},\"datePublished\":\"2022-05-10T08:22:51+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/www.unicc.org\/fr\/working-with-icc\/stda-opportunity-service-delivery-manager-2\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.unicc.org\/fr\/working-with-icc\/stda-opportunity-service-delivery-manager-2\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.unicc.org\/fr\/working-with-icc\/stda-opportunity-service-delivery-manager-2\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.unicc.org\/fr\/accueil\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Emplois\",\"item\":\"https:\/\/www.unicc.org\/fr\/working-with-icc\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"STDA opportunity &#8211; Service Delivery Manager\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.unicc.org\/fr\/#website\",\"url\":\"https:\/\/www.unicc.org\/fr\/\",\"name\":\"UNICC\",\"description\":\"Digital. 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