Associate IT Service Delivery Management Officer

About the role

The Associate IT Service Delivery Management Officer ensures that UNHCR’s IT systems and services are delivered consistently, reliably and efficiently across the assigned area of responsibility. Working closely with internal teams, Managed Service Providers and business leaders, the officer coordinates day‑to‑day operations and supports emergency deployments.

Key responsibilities

• Oversee daily Business‑As‑Usual decisions, including incident, problem, change, service request and asset management.
• Coordinate multiple support groups and Managed Service Providers (both local and corporate) to meet contractual obligations and best‑practice standards.
• Prepare an IT Operations Plan, forecast annual IT budget needs and manage lifecycle, licensing and maintenance expenditures.
• Ensure IT requirements of offices within the area of responsibility are understood and met, maintaining communication tools and necessary IT resources.
• Establish and sustain relationships with business leaders, vendors and UNHCR service delivery managers to align technical and business strategies.
• Provide functional direction to IT staff, potentially supervising staff directly or in a matrixed structure.
• Travel within the area of responsibility, often on short notice, to support operations and emergencies.

Required profile

• Strong understanding of IT service delivery and operations management.
• Experience coordinating with Managed Service Providers and internal support teams.
• Ability to interpret and communicate UNHCR IT strategy, policies and contractual obligations.
• Excellent stakeholder management and relationship‑building skills.
• Willingness to travel frequently, including to remote or emergency sites.

Required skills

What we offer

• Opportunity to contribute to UNHCR’s humanitarian mission.
• Exposure to a multi‑national IT environment and diverse stakeholder groups.
• Professional development within a global organization.