Org. Setting and Reporting

The position is located within the United Nations Support Office in Haiti (UNSOH). Pursuant to Security Council resolution 2793 (2025), UNSOH has been mandated to provide support primarily to the Gang Suppression Force (GSF), the United Nations Integrated Office in Haiti (BINUH), the Haitian National Police (HNP), and the Haitian Armed Forces in the context of joint operations with the GSF. UNSOH is also tasked with delivering technical assistance to the Organization of American States (OAS). The position is based in Port-au-Prince and is located in the Service Management Unit of the Field Technology Section (FTS), Mission Support Division. The incumbent reports to the Chief, Field Technology Section, and is responsible for the overall management and leadership of the Service Management Unit.

Responsibilities

Within delegated authority, the Chief of Unit, Information Systems, P-4, will be responsible for the following duties:

Manages the daily operation of the Service Management Unit and ensures effective service intake, client support, request and incident coordination, escalation, service reporting and continual improvement.
Plans and prepares inputs for the Unit work programme, staffing, training and resource requirements; provides leadership, guidance and mentoring to personnel under supervision; and fosters teamwork and effective communication within the Unit and across FTS.
Oversees the development and implementation of service-management plans, service catalogues, workflows, service-level and operational-level arrangements, performance measures and improvement actions; monitors progress, risks, schedules and service outcomes.
Participates in preparation of the FTS budget and develops cost estimates and business cases for service-management capabilities, contractual services, staffing, support tools and related requirements.
Establishes and monitors service-management processes and procedures, including incident, request, problem, change, service-level, knowledge and continual-improvement management, in accordance with applicable United Nations standards.
Coordinates service requirements with technical units, vendors and enterprise service providers and monitors operational performance against agreed service commitments.
Manages Unit personnel, including recruitment, supervision, performance management, capacity development and allocation of work.
Directs client-support channels and a single coordinated entry point for FTS support; oversees service catalogues, request and incident workflows, escalation arrangements, client communications and management reporting.
Oversees service data, key performance indicators, dashboards and reporting requirements and reviews service-performance, demand and client-experience analysis to recommend priorities and continual improvements.
Coordinates with Operations Management, Innovation and Technology, UNGSC/SGITT, OICT and other service providers.
Coordinates service-continuity, compliance and risk-reporting responsibilities and ensures appropriate coordination of information-security and disaster-recovery matters.
Performs other duties as required.

Competencies

Professionalism (without gender indicator) : Professionalism: Knowledge of systems design, development, management, implementation and maintenance of complex information systems. Knowledge of IT service-management principles and practices and the ability to oversee service delivery in a complex operational environment. Conceptual and strategic analytical capacity to understand information-system and business-operational issues. Demonstrates professional competence, sound judgement and efficiency in meeting commitments and achieving results. 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. Communication: Speaks and writes clearly and effectively. Listens to others, correctly interprets messages from others and responds appropriately. Asks questions to clarify, and exhibits interest in having two-way communication. Tailors language, tone, style and format to match the audience. Demonstrates openness in sharing information and keeping people informed. Planning and organizing: Develops clear goals that are consistent with agreed strategies. Identifies priority activities and assignments; adjusts 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.

Education

An advanced university degree (Master’s or equivalent) in computer science, information systems or related fields is required. A first-level degree (Bachelor’s degree or equivalent) in the specified fields of studies with two additional years of relevant work experience may be accepted in lieu of the advanced university degree.

Job - Specific Qualification

Certification in ITIL Foundation or a higher ITIL level is required. Certification in the administration or implementation of an enterprise IT service-management platform, such as Flow Desk, iNeed Administrator, or an equivalent recognized qualification is required. Certification in ISO/IEC 20000 Foundation or a higher-level ISO/IEC 20000 qualification is desirable. Certification in Business Relationship Management Professional (BRMP) or a higher-level Business Relationship Management qualification is desirable. Certification in support center or service desk management, such as HDI Support Center Manager, or an equivalent recognized qualification is desirable Certification in PRINCE2 Foundation or a higher PRINCE2 level, PMP, or an equivalent recognized project management methodology is desirable.

Work Experience

A minimum of seven (07) years of progressively responsible experience in planning, design, development, implementation and maintenance of computer information systems or a related area is required. Experience in implementing IT solutions to optimize business processes is required. Experience managing ICT service delivery across internal technical teams and external or shared-service providers is required. Experience managing ICT service delivery, service desk operations, service-level management or continual service improvement in a field or similarly complex operational environment is required. Experience developing service-performance, operational or management reporting from multiple data sources is required. Experience with data governance, data-quality management, metadata, data dictionaries or reporting standards is desirable. Experience with SAP/Umoja or a similar enterprise resource planning system, including reporting on authorized roles or workflows is desirable.

Languages

Language	Reading	Writing	Listening	Speaking
English	UN Level II	UN Level II	UN Level II	UN Level II

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

This temporary job opening is available through 30 June 2027, extension will be subject to further approval of funding and applicable staffing structure of the Section/Unit. An appointment may be terminated, or post level adjusted in accordance with the Staff Rules for such reasons as abolition of post or reduction of staff or committee funding approvals, for example in the event that the funding for the post is not approved or the mandate of the mission is not extended. If the selected candidate is a staff member from the United Nations Secretariat, the selection will be administered as a temporary assignment. While this temporary assignment may provide the successful applicant with an opportunity to gain new work experience, the selection for this position is for a limited period and has no bearing on the future incumbency of the post. The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position. Retirees above the mandatory age of separation who wish to be considered for the current temporary job opening must indicate the reason for their last separation as "retirement." Such retirees shall not be employed by the Organization, unless (a) the operational requirements of the Organization cannot be met by staff members who are qualified and available to perform the required functions; and (b) the proposed employment would not adversely affect the career development or redeployment opportunities of other staff members and represents both a cost-effective and operationally sound solution to meet the needs of the service. Please note that pursuant to the Staff selection system policy (ST/AI/2025/2): (1) Applicants for positions in the Field Service category cannot be of the nationality of the country where the position is located, and (2) Applicants for positions in the Professional and higher categories in a mission, field operation, or resident coordinator’s office cannot be of the nationality of the country where the position is located. For currently serving staff of a United Nations Common System organization, only the UN-recognized nationality will be considered for the purposes of these restrictions.

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. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile 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. All external candidates recruited in accordance with section ‎2.2 (a) of ST/AI/2025/3 for a fixed term appointment without limitation and all external candidates recruited in accordance with section 2.2. (c) of ST/AI/2025/3 for a fixed term appointment limited to the entity are subject to an initial probationary period of one year under a fixed-term appointment. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.

CHIEF OF UNIT, INFORMATION SYSTEMS AND TELECOMMUNICATIONS