Associate Service Management Officer

Overview

Support IT service management processes to enhance service delivery.

You have:

• Two (2) years of progressive experience in IT support services
• Solid knowledge and application of ITIL based processes and familiarity with ISO20000 standards
• Ability to interpret data and service performance trends
• Experience in producing and maintaining service or process related documentation
• Demonstrated knowledge of customer service fundamentals
• Good knowledge of ITSM tools and technical expertise in Windows, Linux and SharePoint environments
• First university degree or equivalent in Business, Information Technology, Computer Science or related area
• ITIL foundation certification or above
• ISO 20000 foundation certification
• Expert knowledge of English is required
• Knowledge of another UN official language will be an advantage

Contract

This is a P-2 contract. This kind of contract is known as Professional and Director staff. It is normally internationally recruited only. It's a staff contract. It usually requires 2 years of experience, depending on education.

Salary

The salary for this job should be between 57,661 USD and 78,318 USD.

Please keep in mind that the salary displayed here is an estimation by UN Talent based on the location and the type of contract. It may vary depending on the organization. The recruiter should be able to inform you about the exact salary range. In case the job description contains another salary information, please refer to this one.

This is a Fixed Term contract. More about Fixed Term contracts.

Position Summary

Job CategoryVacancy Vacancy Notice NumberICC/25/VAL/5 Position TitleAssociate Service Management Officer Position TypeFixed term Number of Positions1 Date of Issue12/05/2025 Date of Closing28/05/2025 GradeP2 Annual Salary EstimationUSD 72,208 (single rate, including post adjustment) Duty StationValencia, Spain Organizational Location/UnitService Excellence Unit (OPMX)

Position Description

The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.

Purpose of the Position:

The Associate Service Management Officer will be part of the Service Excellence team, supporting Service Management System (SMS) processes designed to optimize IT service delivery and management. By leveraging industry best practices, such as ITIL and compliance frameworks like ISO20000, this role contributes to the enhancement and continuous improvement of UNICC’s operational activities.

Objectives of the Programme:

UNICC provides the digital foundations that support the digital transformation and future of the UN system and other international organizations.

Main duties and responsibilities:

The incumbent will work under the direct supervision and guidance of the Head, Service Excellence Unit (OPMX) within the Operations Division (OP) and in close collaboration with the technical teams and other members of the Infrastructure and Operations Business Section (OPM). The incumbent could be requested to perform any other tasks of similar level in related fields.

Service Management Process Ownership and Continuous Improvement:

• Under guidance Supervise one or more service management portfolios within the team, ensuring processes are efficient, compliant and aligned with business objectives and OPMX best practices. Focus on identifying and eliminating inefficiencies, enhancing customer satisfaction and driving continuous improvement
• Ensure the integrity, accuracy, and access of all process documentation, maintaining compliance with ISO 20000 and other relevant standards
• Under guidance of the Head, OPMX, monitor operational performance, service effectiveness and compliance against defined KPIs and metrics. These should highlight process gaps, adherence issues, and opportunities for optimization
• Regularly produce and deliver performance reports and dashboards in line with defined metrics, with actionable insights helping teams identify bottlenecks, inefficiencies and areas of improvement. Ensure reports facilitate data-driven decision making and continuous process refinement
• Support service owners and delivery teams across UNICC by improving the flow of SMS information within the organization and with customers, ensuring that accurate data is being used to drive decision-making and enhance operational excellence
• Identify, assess and mitigate process related risks ensuring alignment with corporate risk management strategies. Proactively address risks tied to poor data quality, process weaknesses and non-compliance
• Support configuration management activities by ensuring that accurate and up to date configuration data is available and used effectively across different processes

Service Review meetings:

• Under guidance, implement a systematic approach to organizing and managing service review meetings with service owners, prioritizing the identification and resolution of process issues. These meetings should foster a collaborative atmosphere where teams focus on benchmarking performance, analysing data-driven reports, and pinpointing areas for operational and process improvements
• Review and analysis of overall performance: Conduct a thorough, data-driven review of service performance, ensuring that the information presented is accurate, relevant, and aligned with the workplan. Use this analysis to identify any underlying process issues or inefficiencies that may impact service delivery

Service Management System Compliance and Audit readiness:

• Under the guidance of the Head, OPMX, collaborate with other organizational units to align the service management system (SMS) with other certified management systems (ISMS, BCMS, QMS), creating an integrated environment to optimize efforts and reduce costs
• Contribute to the preparation training materials on Service Management training, ensuring teams are well prepared for the ISO 20000 audit and compliance requirements
• Support the planning and preparation of internal and external audits (ISO20000, ISAE3402 and other related standards)
• With the support of the Head, OPMX, and other relevant parties track and resolve corrective actions identified during audits, providing regular updates until full closure
• Participate to Service Management planning activities ensuring alignment with operational and strategic goals

Additional Support:

• Where requested, provide guidance to UNICC partners and Service owners on service management best practices, compliance and process optimization
• Other: Provide other ad hoc support either within your team or in other teams as required – this includes the participation in special projects or support to service delivery for short period of time on a part-time or full-time basis upon request from the senior management

Recruitment Profile

Experience and Skills required:

Essential:

• Two (2) years of progressive experience in IT support services
• Solid knowledge and application of ITIL based processes and familiarity with ISO20000 standards
• Ability to interpret data and service performance trends
• Experience in producing and maintaining service or process related documentation
• Demonstrated knowledge of customer service fundamentals
• Good knowledge of ITSM tools and technical expertise in Windows, Linux and SharePoint environments

Desirable:

• Working knowledge of reporting or database querying
• Experience in managing service reports, dashboards, and performance metrics
• Understanding of ServiceNow workflows in ITSM applications
• Experience in implementing one or more service management processes

*Education:

Essential:

• First university degree or equivalent in Business, Information Technology, Computer Science or related area

Desirable:

• ITIL foundation certification or above
• ISO 20000 foundation certification

Languages:

• English: Expert knowledge is required
• Knowledge of another UN official language will be an advantage

****UNICC Global Competencies:****

• Teamwork: Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.
• Communicating: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared.
• Respecting and promoting individual and cultural differences: Demonstrates the ability to work constructively with people of all backgrounds and orientations. Respects differences and ensures that all can contribute.
• Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks opportunities for continuous learning and professional growth.
• Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.
• Moving forward in a changing environment: Is open to and proposes new approaches and ideas. Adapts and responds positively to change.

Other Information

Compensation:

Annual Salary Estimation (net of tax at single rate):

• Valencia (Spain), including post adjustment (30,9% on April 2025): US$ 72,208.

UNICC also offers generous leave and absence allowances, flexible working hours, overtime compensation, teleworking, access to training, and depending on eligibility other benefits such as relocation grant, dependency allowance, language allowance, or education grant.

Closing date for applications:

Applications will be accepted until midnight (Geneva Time) on 28 May 2025.

Notes:

• Technical and/or personality tests may be carried out as part of the selection process
• Only short-listed candidates will be contacted
• Though you may not be selected for this advertised position, the UNICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre. You may thus be solicited by our HR department to participate in an interview for another position

* For UNICC staff members who do not meet the minimum educational qualifications, please refer to the applicable WHO e-Manual Annex 6 – Guidelines on Standard Minimum Experience Exposure and Education Requirements

Please inform us should you require any specific accommodation to facilitate your application

The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.

For applications to be valid, they must contain a motivation letter and the filled Personal History Form.

Potential interview questions