Job Opening

Posting Title: Service Delivery Officer, P4
Department/Office: United Nations Office at Vienna
Duty Station: VIENNA
Posting Period: 24 August 2022 - 22 September 2022
Job Opening Number: 22-Information Management Systems-UNOV-188677-R-Vienna (X)
Staffing Exercise N/A
United Nations Core Values: Integrity, Professionalism, Respect for Diversity
Sorry, this job opening is no longer available.

Org. Setting and Reporting

This position of Service Delivery Officer is located in the Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna (UNOV) / United Nations Office on Drugs and Crime (UNODC). The incumbent will work under the direct supervision and overall guidance of the Chief, Information Technology Service (ITS) and will manage and lead the following Teams: Customer Support Team, Service Design and Provisioning Team and the Core Operations Unit (COU).

For more information on UNOV-UNODC, please visit the following websites: and


Within limits of delegated authority, the Service Delivery Officer will be responsible for the following duties:

• Within existing frameworks and policies, act as delivery lead for ICT services to United Nations Secretariat entities in Vienna and for United Nations Office on Drugs and Crime (UNODC) Field Office locations.
• Manage Teams/Unit (Customer Support/Helpdesk, Service Design and Provisioning and the Core Operations Unit) by providing Tiers I through III support and services; provide expert advice to senior management on service delivery matters; monitor and manage a coordinated response to requests from users; identify the need for re-newing or re-engineering of ICT Services and Solutions; draft architecture standards, policies and procedures for the areas of responsibility; ensure compliance with all applicable ICT standards, policies and procedures; monitor Service Delivery against internal and external contractual measures; monitor utilization and compliance of underpinning agreements; coordinate the preparation of technical and user documentation, training materials and detailed technical presentations; draft technical reports .
• Lead the coordination of all aspects of conference and meeting planning and support; provide guidance and supervision to the Computer Information Systems Officer (Service Delivery and Conference ICT Coordination).
• Develop architectural and cyber-security standards and designs for Field Office ICT services that meet needs and meet or exceed their existing standards; provide expert advice and support on technological implementation.
• Develop a definition of services and costing models for the areas of responsibility and contribute to the ITS Service Catalogue as required; define service levels and contractual measures in accordance with the ITS management framework; propose a roadmap for the evolution of services in the context of changing business needs and new and emerging technologies.
• Act as project lead within assigned area of work by monitoring project progress and outturn against plans, requirements and quality measures; liaise with stakeholders as required on all project aspects during project phases, from inception to post-implementation.
• Prepare inputs for the ITS programme of work, draft the programme of work for the supervised Teams/Unit in coordination with the Chief, ITS and respective Team/Unit leaders. Develop, manage and report on ICT budgets in coordination with the Chief, ITS following UN financial rules and regulations.
• Review, revise and execute business continuity and disaster recovery plans in accordance with the enterprise risk management framework for Vienna based Secretariat entities and UNODC Field Offices.
• Administer the security of information and data in conformity with all relevant information security policies and procedures.
• Perform other work-related duties as required.


• Professionalism: Has knowledge of systems design, as well as development, management, implementation and maintenance of complex information systems. Has ability to develop and oversee large centralized or decentralized institutional systems. Has conceptual and strategic analytical capacity to understand information system and business operational issues to thoroughly analyze and evaluate critical systems matters. Has knowledge of a range of computer languages and development paradigms, has knowledge of organization’s information infrastructure and IT strategy as it relates to user area(s). Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.

• Technological Awareness: Keeps abreast of available technology; understands applicability and limitation of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology.

• Planning and Organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjust priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently.

• Managing Performance: Delegates the appropriate responsibility, accountability and decision-making authority; makes sure that roles, responsibilities and reporting lines are clear to each staff member; accurately judges the amount of time and resources needed to accomplish a task and matches task to skills; monitors progress against milestones and deadlines; regularly discusses performance and provides feedback and coaching to staff; encourages risk-taking and supports creativity and initiative; actively supports the development and career aspirations of staff; appraises performance fairly.


An advanced university degree (Master’s degree or equivalent) in computer science, information systems, mathematics, statistics or related field is required. A first-level university degree in similar fields in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.

Job - Specific Qualification

Certification in Prince2 is required.

Certification in ITIL is required.

Certification in ITIL 4.0 is desirable.

Certification in Information Security Management is desirable.

Certification in Microsoft Azure is desirable.

Work Experience

A minimum of seven years of progressively responsible professional experience in the planning, design, development, implementation and maintenance of information systems or related areas is required.

Work experience in managing ICT services supporting users in the thousands is required

Work experience in defining, executing and reporting on operational ICT processes is required.

Work experience in managing teams of managers including a service desk that reports on operational key performance indicators is required.

Work experience in building resilient services in terms of Disaster Recovery and Business continuity is desirable.

Work experience in implementing information and cyber security policies is desirable.

Work experience in leveraging or managing cloud services is desirable.


English and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in English is required. Knowledge of French is desirable. Knowledge of another United Nations official language is an advantage.


Evaluation of qualified candidates may include a technical test and a competency-based interview.

Special Notice

This is an extra-budgetary post. Filling of this position is subject to funding availability and the initial appointment will be for a period of one year.

Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures.

At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

The United Nations Secretariat is committed to achieving 50/50 gender balance and geographical diversity in its staff. Female candidates are strongly encouraged to apply for this position.

Vienna is classified in the H category (family duty station).

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment.

Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment.

The paramount consideration in the appointment, transfer, or promotion of staff shall be the necessity of securing the highest standards of efficiency, competence, and integrity. By accepting an offer of appointment, United Nations staff members are subject to the authority of the Secretary-General and assignment by him or her to any activities or offices of the United Nations in accordance with staff regulation 1.2 (c). In this context, all internationally recruited staff members shall be required to move periodically to discharge new functions within or across duty stations under conditions established by the Secretary-General.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee


Sorry, this job opening is no longer available.
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