ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP’s values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

The Common Back Office (CBO) initiative proposes to streamline key operational areas of participating agencies by harmonizing procedures and consolidating support services into one facility at the country level. This consolidation is expected to reduce duplication of functions and administrative and transaction costs, while the harmonized procedures are expected to, at the same time, increase the quality and effectiveness of these services. The CBO unit is headed by the CBO Manager and provides common identified services in Common Procurement, Common Logistics, Common Human Resources, Common ICT, Common Finance and Common Administration (including Facility Management) to the United Nations participating entities.

This position is based in Dar es Salaam and reports to the CBO Manager.

THE ROLE:

The Common Back Office for all UN entities in Tanzania is currently being rolled out in phases. The CBO unit is scheduled to roll out the next Phases of the Common ICT services – a process that translates to increased workload hence reorganization and expansion of ICT-related work processes.

To support the delivery of the CBO initiative, this role supports the CBO Manager in rolling out agreed ICT services to ensure optimal performance, security, and reliability of the UN Common Network Infrastructure and/or Security Telecommunication Infrastructure, while providing high-quality IT support and customer service to UN agencies and personnel, in line with service level agreements (SLAs) and organizational standards.

The role require flexibility in backstopping for the other ICT colleagues, client-centric approach and refined interpersonal skills to optimally support varied client base of the CBO Unit in Tanzania.

KEY ACCOUNTABILITIES/RESPONSIBILITIES (not all-inclusive, nor exhaustive):

Provide client service and technical ICT support to the UN Common Network Infrastructure

• Establishes client requirements in a timely, customer centric and efficient manner; ensure that the clients (UN agencies Offices and Residencies) receive the internet capacity as subscribed as in the MOU.
• Deploy network monitoring tools; optimize internet connectivity of Offices and Residencies in the UN Common Network Infrastructure and proactively manage resolution of interruptions in service delivery and incidences.
• Conduct regular meetings with the ISP to ensure compliance with SLAs, timelines for closure of support tickets raised and smooth customer centric service delivery.
• Coordinate effective maintenance and deployment procedures with the ISP

Support UN Mobile Network services and Security Telecommunication Infrastructure

• Conduct regular meetings with the UNDSS SOC to ensure compliance with SLAs, maintenance and smooth support service delivery.
• Deploy and optimize network monitoring tools to proactively detect and resolve incidents.
• Coordinate effective maintenance and deployment procedures with the ISP.
• Maintain LTAs for the Mobile Network services LTA and ensure that each Agency is receiving Mobile Network services as per the SLAs.

Performance Management, and Reporting of ICT support services

• Coordinate SLA meetings; prepare performance reports and schedule performance management discussions with ISP, stakeholders and other service providers for continuous improvement.

Coordinate with the UN wide ICT Work Group

• Actively contribute to the ICT Work Group to align IT services with the Work Group goals.
• Review ICT services under BOS for transitioning to CBO.

Others

• Where needed, support the activation/deactivation and management of Global
• Take active participation in training and learning opportunities, interactions with and accepting guidance from peers and senior colleagues.
• Contribute towards the development and improvement of systems, techniques, tools, processes and procedures to better monitor, manage and report on CBO ICT support services
• Participate in internal meetings/committees/working groups as required, to obtain and provide information and required technical support input.
• Perform other relevant duties as required

QUALIFICATIONS AND EXPERIENCE:

Education: University degree in ICT and/or closely related and relevant degrees. Additional professional training in customer service highly desirable.

Experience:

• A minimum of 6 years’ experience in similar position performing client service roles in a technical environment in a multicultural and dynamic environment of medium complexity and presenting the information to meet various audience needs.
• Experience coordinating technical service delivery for diverse clients.
• Experience coordinating operational planning and fostering performance management discussions.
• Demonstrated soft skills and customer-centric approach in handling client issues

Knowledge and Skills:

• A demonstrated and adequate understanding of managing ICT support services.
• Thorough understanding of operational planning and business processes, SOPs, rules and procedures and applying them consistently in the implementation and support of service delivery.
• Proven track record in handling client queries, managing service ticketing and resolving issues
• Ability to coordinate with internal and external stakeholders in a client support service environment

Language: Fluency

• Provide client service and technical ICT support to the UN Common Network Infrastructure
• Support UN Mobile Network services and Security Telecommunication Infrastructure
• Performance Management, and Reporting of ICT support services
• Coordinate with the UN wide ICT Work Group
• Others

• A demonstrated and adequate understanding of managing ICT support services
• Thorough understanding of operational planning and business processes, SOPs, rules and procedures and applying them consistently in the implementation and support of service delivery
• Proven track record in handling client queries, managing service ticketing and resolving issues
• Ability to coordinate with internal and external stakeholders in a client support service environment

• University degree in ICT and/or closely related and relevant degrees
• Additional professional training in customer service highly desirable