Chief of Unit, Information Systems and Telecommunications
Organizational Context
The United Nations Support Office in Haiti (UNSOH) in Port-au-Prince provides support to key Haitian entities and international organizations, including the Gang Suppression Force, BINUH, Haitian National Police, and the Organization of American States. This role is within the Service Management Unit of the Field Technology Section, Mission Support Division, reporting to the Chief of the Field Technology Section.
Job Purpose
The Chief of Unit, Information Systems, P-4, is responsible for the overall management and leadership of the Service Management Unit. This includes overseeing daily operations, ensuring effective service intake, client support, incident coordination, and continuous improvement. The role involves planning unit work programs, managing personnel, developing and implementing service management plans, and monitoring performance against service-level agreements. The incumbent will also contribute to budget preparation, develop business cases for IT services, and ensure adherence to UN standards for IT service management processes. This position plays a critical role in optimizing IT service delivery and client satisfaction within UNSOH.
Responsibilities
Manage the daily operations of the Service Management Unit, ensuring effective service intake, client support, request and incident coordination, escalation, service reporting, and continuous improvement. Plan and prepare unit work programs, staffing, training, and resource requirements, providing leadership and mentoring to staff. Oversee the development and implementation of service management plans, service catalogues, workflows, and service-level agreements, monitoring progress and outcomes. Participate in budget preparation, developing cost estimates and business cases for service management capabilities. Establish and monitor service management processes, including incident, request, problem, change, and knowledge management, in line with UN standards. Coordinate service requirements with technical units, vendors, and enterprise service providers, monitoring performance against commitments. Manage unit personnel, including recruitment, supervision, performance management, and development. Direct client support channels and oversee reporting requirements, analyzing service performance and client experience to recommend improvements. Coordinate service continuity, compliance, and risk reporting, ensuring information security and disaster recovery measures are in place.
Work Experience
A minimum of seven years of progressive experience in planning, design, development, implementation, and maintenance of computer information systems is required. Experience in implementing IT solutions for business process optimization, managing ICT service delivery (including service desk operations and service-level management), and developing performance reports is essential. Experience with data governance and ERP systems like SAP/Umoja is desirable.
Skills
Professionalism, IT service management principles, systems design and development, strategic analytical capacity, communication (written and verbal), planning and organizing, time management, performance management, leadership, delegation, problem-solving, risk management, ITIL, ISO/IEC 20000, PRINCE2, PMP, HDI Support Center Manager, BRMP.