Head of Cross Functional Unit, Budapest, Hungary 99 views

Job Title: Job ID: Head of Cross Functional Unit

22603

Location: Budapest (GSC), Hungary

Salary Grade: P4

Hardship Level: H

Family Location Type: Family

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

Head of Cross Functional Unit

Organizational Setting and Work Relationships

Under the direct supervision of the Chief, IT Planning & Support Section, the incumbent will oversee the proper transition of services from design to on-going operations, focusing primarily on:

• Release and deployment management;
• Change management; and
• Asset and Configuration management.

  The incumbent’s authority will extend over the areas of Change, Release & Deployment, Asset & Configuration management. The incumbent will oversee the compliance of external parties especially managed service providers or software development partners with UNHCR’s standard policies and processes in the above areas so that infrastructure and software changes are deployed with high quality and in a coordinated manner.

  The incumbent will be accountable for the proper transition of services from the design phase to on-going operations, including:

• Proper change management through the CAB (Change Advisory Board);
• Plan deployments through the FSC (Forward Schedule of Changes) and ensure they follow the proper change process and post-implementation reviews;
• Track assets and their configurations; monitor exceptions; and
• Provide adequate knowledge management, especially the Configuration Management Database (CMDB).

  Principal lateral relationships for this position are to:

• All IT Service Delivery Management staff to ensure they are fully versed in and follow the established ITIL Cross Functional processes;
• The Applications and Infrastructure Managed Service Providers to ensure that they adhere to the established Cross Functional processes and that they maintain the information and data for which they have day-to-day responsibility in the IT Service Management platform;
• The Field Operations Support Section and Emergency Preparedness and Support Section to ensure that the global IT warehouse is adequately stocked and that items are dispatched to field operations in a timely manner;
• The Head of the IT Service Desk to ensure that the Global Service Desk and Cross-Functional Units operate seamlessly making optimal use of the IT Service Management platform;
• DIST senior management to provide regular and ad-hoc reports.

  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

• Oversee the change, release & deployment management process to ensure that an up to date deployment calendar is maintained;
• Ensure that teams properly plan, coordinate, and execute release and deployment management process steps to include planning, designing, building, testing, deploying and rolling back software releases to ensure release components are deployed as planned and function as expected;
• Make certain that service assets and configuration items are properly identified, controlled, recorded, reported, audited, and verified;
• Account for, manage and protect the integrity of service assets and configuration items through the service lifecycle by ensuring that only authorised components are used and only authorised changes are made;
• Ensure the integrity of the assets and configurations required to control the services and IT infrastructure by establishing and maintaining an accurate and complete configuration management system;
• Review and refine the Change, Release & Deployment, Asset & Configuration management processes;
• Understand the IT Software Development Life Cycle (SDLC) to ensure that end-to-end release and deployment management activities for are in compliance with SDLC standards;
• Review the IT asset register to identify aging and obsolete IT equipment and schedule its replacement on a timely basis;
• Oversee the management of the global IT warehouse to ensure that adequate stocks of essential IT equipment is maintained; that items are dispatched to field operations on a timely basis; that cost recovery is in place; and replenishments are executed based on the most urgent needs;

• Tags

  active directory

  asset management

  change management

  communication technology

  continuous improvement

  customer relationship management

  emergency preparedness

  enterprise resource planning

  information systems

  knowledge management

  risk management

  service management

• Provide and oversight of software licenses procured and allocated, ensuring compliance with the vendor’s license limitations;
• Ensure that costs for goods and services provided from central stocks are fully reimbursed by the receiving parties, maintaining a record of all open items and pending recoveries;
• Actively participate in the preparation of the RAP (Resource Allocation Planning) exercise, providing input on the financial requirements for on-going software license management and IT equipment replacement;
• Create a culture of operational excellence and continual improvement which can be effectively measured and demonstrated;
• Supervise the day to day responsibilities of a team of IT staff and ensure they effectively trained to meet the current and future ICT operational needs of UNHCR; and
• Perform other related duties as required.

  Minimum Qualifications

  Education & Professional Work Experience

  Years of Experience / Degree Level

  For P4 – 9 years relevant experience with Undergraduate degree; or 8 years relevant experience with Graduate degree; or 7 years relevant experience with Doctorate degree

  Field(s) of Education

  Information and Communication Technology;

  Information Systems;

  or other relevant field;

  (Field(s) of Education marked with an asterisk

• are essential)

  Certificates and/or Licenses

  ITIL V3 Foundation Level;

  (Certificates and Licenses marked with an asterisk

• are essential)

  Relevant Job Experience

  Essential

  A minimum of 9 years IT experience with at least 6 years’ recent experience in a supervisory role leading an ITIL Cross-Functional team with special focus on Change, Asset & Configuration, and Release & Deployment management. Experience managing others in providing IT support in the area of Service Transition. Experience leading a matrixed team to ensure collaboration and effective operations. Proven experience building and successfully leading a team of IT specialists. Proven ability to create a continuous improvement culture with measurable results. Recent experience with leading IT Service Management tools, especially change management and configuration management tools. Proven track record of creating, reviewing, and managing technical documentation. The ability to communicate effectively with technical and non-technical teams.

  Desirable

  Familiarity with asset management tools such as ServiceNow and Microsoft Systems Center Operations Management. Knowledge of UNHCR’s technical and operational environments, especially knowledge of Microsoft desktop and data center technologies (Windows, Microsoft O365 suite, Active Directory, Azure,). Experience with ERP (Enterprise Resource Planning Software) and CRM (Customer Relationship Management) software. Experience managing a global IT warehouse, stock control, with minimum inventory management. An understanding of the UNHCR budgeting and expense procedures, in particular how this relates to charge back for goods and services provided from central stocks. The ability to manage IT projects to completion and to learn from issues and incorporate improvements in future efforts. The ability to track and manage risk at various stages of IT projects, especially in the context of new releases or major deployments. The ability to manage internal as well as external resources, such as vendors and managed service providers.

  Functional Skills

• IT-IT Service Delivery Management;
• IT-IT Service Delivery Management Software;

  MG-Team building (development/facilitation);

  IT-IT Risk Management;

  IT-IT Vendor Management;

  IT-Customer Relationship Management (CRM) Software;

  IT-Enterprise Resource Planning (ERP);

  (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.

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
• M003L3 – Judgement and Decision Making Level 3
• M002L3 – Managing Performance 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).