Head Field Information Management and Technology Office

Org. Setting and ReportingUNRWA 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 5.8 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 the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions. If you are looking for a rewarding opportunity to make a tangible difference for one of the most vulnerable communities in the world, UNRWA would like to hear from you. • Supervisor: The incumbent of the post reports to the Deputy Director of UNRWA Affairs (Operations) and receives technical guidance from Director of Digital Impact, Technology and Innovation Department and Chief Information Office, HQ Amman. • Supervisees: The incumbent supervises a large team of professional and general services staff. Responsibilities1. Leads the Field Information Management and Technology Projects in accordance with Agency strategy, Information Management Department (IMD) strategy and policies: • Interacts directly with all field office departments’ heads to identify demands; works with departments to formulate these demands in a structured way, using agency’s standard templates, covering scope, time and cost of possible solutions to satisfy the demand; • Works with the Enterprise Architect in HQA to develop proposals for field specific IT solutions in accordance with the agency standards and architectural framework; • Performs feasibility studies, requirement specifications, budget estimates, design and implementation plans; • Represents the Field Office in the Demand Management Committee and presents field office specific demands; • Manages IT projects respecting the triple constraint (resources, scope and time) approved by the Demand Management Committee and the IMT Governance Board. Reports regularly to the Agency’s PMO on the status of the projects; • Establishes close collaboration with field office departments to oversee all IT projects and services and acts as an escalation focal point; • Negotiates with the vendors, outsourcers, and consultants and oversees service agreements; 2. Leads the Field Information Management and Technology Services in accordance with Agency strategy, IMD strategy and policies: • Implements and ensures the field office compliance to Service Management Framework adopted by the agency (e.g. ITIL). Ensures compliance to all service management process, including, but not limited to, Incident Management, Request Management, Problem Management, Change Management; • Develops KPIs for Service Desk operations. Monitors KPIs and works towards betterment of services by improving the KPIs; • Oversees the provision of end-user services, including help desk and technical support services; • Manages the Field Office Configuration Management Database and practices asset management for IT hardware, software, and equipment; • Contributes to the Knowledge Management Database by sharing Field Office input; • Oversees the provision of IT services to field management, departments, and end users in all field installations for the daily use of IT equipment, systems and services; 3. Leads the development and support of field office applications by managing the software development lifecycle of the field specific applications, including systems analysis of the subject area, programming, testing, implementation and support; 4. Leads the Field Office IT Operations: • Monitors the operation and performance of deployed information and communications technologies; • Plans for and reports on projected capacity requirements, analyses and resolves problems, and, where necessary, refers the technical solution to computer vendors, Field management, or HQ IMD to ensure smooth operation of IT systems and infrastructure in the field office; • Plans, organizes and oversees the field IT infrastructure management in terms of operations and installations, and the operations and maintenance of the field IT computing data center and telecommunication infrastructure in support of Agency and field business needs; • Works with the Senior Information Security Officer to implement Information Security measures, Disaster Recovery and Business Continuity; 5. Leads the Field IMT Office: • Provides leadership and work direction to the IMT Department staff; develops work plans, monitors work progress and assesses staff performance; provides and monitors provision of advice and technical support to Field management, departments and users on all IT related issues; • Prepares and monitors Field IMT Office biennium budget and expenditures and advises field department heads on IMT budget requirements within their departments; • Plans, organizes and controls the use of information management and technology resources for the support of all Field Departments at all locations; promulgates to all users of IT systems the appropriate operations and standard procedures, ensuring that such procedures are current and enforced; • Manages and coordinates for effective collaboration with other United Nations agencies and other entities in order to maximize possibilities of inter-agency collaboration in the field of IT and Telecommunications; 6. Performs other duties as may be assigned by the supervisor. CompetenciesUN Core Values of Integrity, Professionalism and Respect for Diversity, and Core Competencies of Communication, Working with People and Drive for Results apply by default. • Leading and Supervising • Applying Technical Expertise • Planning and Organizing • Managing Complexity and Change • Innovating and Taking Risks Education• Advanced university degree from an accredited educational institution in computer science, information systems, electrical, electronics or telecommunications engineering or other related discipline. Job - Specific QualificationNot available. Work Experience• You are required to have an advanced university degree from an accredited educational institution in computer science, information systems, electrical, electronics or telecommunications engineering or other related discipline. • You are required to have a minimum of eight years of progressively responsible and relevant professional experience in managing and implementing IT teams, projects, systems, services and solutions, six of which must have been in a senior position. • The candidates are required to have extensive experience in various management disciplines, including budget, financial, human resources, recruitment, procurement, negotiation, contracts, risk and change management. • Leading and managing implementation and operations of various information management application systems, IT infrastructure technologies, and services in a large IT environment is required. • Experience in developing and implementing IT management practices in Information Security, Disaster Recovery and Business Continuity with strong knowledge of related international standards and best practice is required. • Experience with broad range of up-to-date IT enterprise infrastructure and end user products, systems and tools used in various IT infrastructure and service delivery functions is required. * For senior experience, you are required to mention the number of staff members you supervised under each senior position. • Are you currently residing in Duty Station. It is required that you specify your current location. * You are required to make a declaration as to whether they have any current or past affiliations with non-governmental organisations, academic institutions, political organisations, military, or have/are engaged in activities or have made any public statements, that could be seen to impact their neutrality, objectivity or independence in the performance of their duties for the UN / UNRWA. Any declaration will not necessarily disqualify candidates from consideration for this post. * Do you have any outside activities or political affiliations that could potentially influence your ability to perform your duties with UNRWA? You are required to explain. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this job opening, English is required. Arabic is required. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details).