Chief of Unit, Information Systems & Telecommunications

About the role

The United Nations Support Office in Haiti is seeking a senior leader to head its Service Management Unit within the Field Technology Section. Reporting to the Chief of the Field Technology Section, the incumbent will oversee the delivery and continuous improvement of IT and telecommunications services that support the Gang Suppression Force, UN Integrated Office, Haitian National Police and Armed Forces.

Key responsibilities

• Manage daily operations of the Service Management Unit, ensuring effective intake, client support, incident coordination, escalation, reporting and continual improvement.
• Develop and implement service‑management plans, service catalogues, workflows, service‑level agreements and performance measures, monitoring risks, schedules and outcomes.
• Prepare budget inputs, cost estimates and business cases for service‑management capabilities, contractual services and support tools.
• Establish and oversee incident, request, problem, change, knowledge and continual‑improvement processes in line with UN standards.
• Coordinate service requirements with technical units, vendors and enterprise service providers, monitoring performance against commitments.
• Lead recruitment, supervision, performance management and capacity development of unit staff.
• Direct client‑support channels, single entry point for FTS support, and manage service catalogues, escalation arrangements and client communications.
• Produce service data, KPIs, dashboards and reports, analysing demand and client experience to drive improvements.
• Ensure service continuity, compliance, risk reporting, information‑security and disaster‑recovery coordination.

Required profile

• Professionalism: deep knowledge of systems design, development, management and maintenance of complex information systems and IT service‑management principles.
• Communication: clear written and verbal skills, ability to tailor messages to diverse audiences and keep stakeholders informed.
• Planning and organizing: ability to set goals, prioritize activities, allocate resources and anticipate risks.
• Managing performance: delegating authority, monitoring progress, providing feedback and supporting staff development.

Required skills

• ITIL Foundation or higher certification.
• Certification in administration/implementation of an enterprise IT service‑management platform (e.g., Flow Desk, iNeed Administrator).
• ISO/IEC 20000 Foundation or higher certification.
• Business Relationship Management Professional (BRMP) or equivalent.
• HDI Support Center Manager or similar support‑center certification.
• PRINCE2 Foundation or higher, PMP or equivalent project‑management qualification.
• Experience with SAP/Umoja or comparable ERP systems.