Guidelines for Delivering as One in ict at the Country Level

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ICT-Guidance-on-Delivering-as-ONE-at-Country-Level-March-2014-final-1 (1)

Responsibilities

Role positioning
The role must be of an appropriate level to negotiate with Customers on behalf of the Service Management unit (whether service agency or local service operations centre, and to initiate and follow through actions required to improve or maintain agreed service levels. This requires adequate seniority and/or clearly visible management support from the UNCT.
Responsibilities
• Creates and maintains a catalogue of existing services offered to inter-agencies
• Formulates, agrees and maintains an appropriate inter-agency UN SA structure for the organization, to include o UN SA structure (e.g. service based or customer based) o UN SAs within the ICT service provider agencies
• Third party supplier/contract management relationships
• Negotiates, agrees and maintains the UN SAs with Agency Customers and/or ICT service provider agencies, including those for new/developing services
• Analyses and reviews service performance against the UN SAs
• Produces regular reports on service performance and achievement to the Customer and IT service provider at an appropriate level
• Manages the service staff under his/her direct supervision
• Manages the infrastructure lifecycle for all technical components under his/her direct operational responsibility

ICT Reference Group Guidelines for DaO in ICT at the Country Level Page 39 of 59 Annex E Skeleton UN Level Agreement UN LEVEL AGREEMENT FOR THE ABC SERVICE This agreement is made between...............................................
And ..........................................................

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