IT Operations Officer

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IT Operations Officer

  • Post Date:August 13, 2022
  • Views 1064
0 Applications
  • Career Level Officer
    Qualification Degree
    Experience 3-5 Years
  • Industry Non Governmental
Job Description

Requisition ID: 171166

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, color, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.


The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.


In Zimbabwe, WFP has a strong track record of delivering food assistance and managing supply chains during crises, while building resilience to shocks among vulnerable communities. The July 2022-December 2026 Country Strategic Plan (CSP) provides a road map to promote shock-responsive social protection and sustainable and resilient food systems.

The July 2022-December 2026 CSP articulates collaborative efforts to better anticipate future needs, improve data and forecasting and strengthen livelihoods and local capacities to withstand, respond to and adapt more readily to sudden or chronic stresses. WFP will support informed decision making on food security and nutrition in Zimbabwe, and will integrate nutrition, gender, protection and inclusion, youth engagement, technological innovation and decentralized zero hunger action throughout the plan. WFP will establish new partnerships and leverage existing ones to their full potential, including those with the other Rome-based and other United Nations agencies.

WFP Zimbabwe’s July 2022-December 2026 CSP focuses on the below areas;

  • Social and humanitarian assistance for food-and nutrition-insecure populations in targeted rural and urban areas.
  • Support to urban food insecure households for resilient livelihoods.
  • Support to rural communities for climate resilient livelihoods, sustainable management of natural resources and enhanced participation in local markets and value chains.
  • Collaboration with national actors to enhance capacities to develop, coordinate and implement well-informed, effective and equitable actions for achieving food and nutrition security.
  • Services to humanitarian and development actors in Zimbabwe so they can implement their programmes and provide support to their beneficiaries in an efficient, effective and reliable way at all times, including during crises


To deliver efficient and effective IT and Telecommunications (TC) services, contributing to sound, innovative solutions that enable staff to deliver food assistance to beneficiaries, in line with WFP’s strategy.

The incumbent will work under the general supervision of and provide advice to the Country Director. The position holder will establish and manage effective business relationships, provide expert IT advice, and develop innovative solutions that fulfil business objectives while ensuring corporate guidelines are adhered to. Internally, the holder will be accountable for the delivery of digital solutions and IT Services to the Zimbabwe Country Office in alignment with corporate TEC Division governance, guidelines, and policies.

The role will provide leadership and management to IT staff and act as a point of escalation and coordination for critical incidents. Working with minimal supervision, it will manage relationships with internal staff and suppliers to ensure effective and efficient technology products and services are delivered. The job holder also develops and/or supports the usage of systems and applications, data, and databases.

Externally, the incumbent will ensure that WFP’s technology is deployed to any partner responsibly. He/she will work with and through local private sector providers, civil society, and academia to provide expertise and services to national systems. The holder will encourage and advocate for the use of WFP’s in-house digital programmatic expertise to open opportunities for wider, strategic engagement, particularly in collaboration with Government counterparts. All decisions concerning the use of technology should consider the sustainability of the digital services and solutions, including support, within WFP, and within the national development plans.


  • Explore and pursue technological innovations integral to the delivery of CSP activities and the achievement of its outcomes.
  • Contribute to the development of plans and budgets, and manage the deployment of IT/TC systems aligned with business needs, in accordance with WFP corporate standards.
  • Monitor and maintain IT/TC systems and networks, ensuring appropriate data security and access controls considering both local and wide area network issues; and supporting users to get maximum benefits from them.
  • Install and configure new computer hardware for improving and upgrading system performance; contribute to technology upgrades as required.
  • Contribute to technical specifications and tender documents that support the procurement of IT/TC equipment and services at minimum cost, in line with WFP rules and regulations.
  • Collate and analyse data to contribute to the preparation of accurate reports on IT/TC activities, investments and costs, identifying ideas to increase cost-efficiencies where possible.
  • Maintain and develop technical expertise and understanding of industry developments.
  • Provide advice to managers and users, understanding and resolving issues, and ensuring IT policies, procedures, systems and tools are correctly applied to support them.
  • Guide and supervise more junior staff, acting as a point of referral and supporting them with more complex analysis and queries.
  • Contribute to the capability building of staff through the review and/or design of appropriate training programs aimed at developing skills/knowledge in IT and Telecommunications.
  • Coordinate with other UN agencies in order to align activities and maximise possibilities of inter-agency collaboration in the field of IT and TC.
  • Interact effectively with internal and external colleagues and user groups to understand their needs and provide appropriate technical support.
  • Follow standard emergency preparedness and contingency planning practices to ensure WFP is able to maintain basic IT services and/or quickly respond and deploy resources to affected areas at the onset of a crisis.
  • Contribute to the preparation of operational plans and deliver resource requirements at the onset of an emergency. Engage with senior management at strategic and operational levels to develop Country Office-Technology Solutions Roadmap.
  • Lead the delivery of IT services and projects to ensure solutions transfer into the business in accordance with established overall project and service delivery objectives, business strategies and requirements, while managing and mitigating risks in IT services and products.
  • Keep abreast of the strategic direction, profile, environment and needs of the business to identify initiatives or core business process improvements with enabling technologies that allow the business to meet its goals.
  • Enable business change and improve ability of the business to adapt by analysing business capabilities, defining needs, modelling the business and identifying new opportunities or recommending solutions that deliver value for business priorities.
  • Other as required.


Capability Name & Description of the behaviour expected for the proficiency level

Governance, Strategy and Architecture

  • Shares knowledge of IT governance process and system architecture development with team and analyses current designs for improvements and enhancements while ensuring compliance with legislation and specifies any required changes.

Change Implementation, Project Management, Planning and Optimization

  • Demonstrates the ability to collate time, resource, and budgetary estimates from multiple stakeholders to design plans for complex projects, implementation activities and manages the change control procedure, while ensuring that project deliverables are completed.

Technical Expertise

  • Exhibits deep technical knowledge in area of expertise and actively transfers knowledge to strengthen the skill base across the function; considers the most appropriate use of technical resources to ensure skill development and optimization of resource allocation.

Service Management

  • Consistently monitors performance and delivers high quality technology and services to meet the needs of customers, taking responsibility for the design, installation, upgrading, operation, control, maintenance and effective use of IT infrastructure components.

Client Management

  • Applies thorough understanding of the business, customers, new IT technologies and techniques to implement improved solutions and define service levels, standards and the monitoring process for client service staff.

Procurement and Contract Management

  • Able to conduct a cost-benefit analysis of alternative technologies and vendor service level agreements to consolidate options and assess suitability.



  • Advanced university degree in Computer Science, Management Information Systems, Informatics or another relevant field, or First University degree with additional years of related work experience or training/courses.
  • Possession of relevant certifications will be a distinct advantage


  • 3 or more years of relevant managerial/supervisory experience in a relevant area, including the design, installation, upgrading, operation, control, maintenance, and effective use of IT infrastructure components.

Knowledge & Skills:

  • Strong understanding of digital technology trends and how modern technology works.
  • Strong strategic thinking skills with the ability to connect dots within the context of a large, complex organization and sector.
  • Strong relationship-building and influencing skills.
  • Strong leadership in managing and developing operational teams and managed service providers in delivering and supporting IT services across all lines of business.
  • Understanding of the software development lifecycle (SDLC) and sound knowledge of ITIL service principles, experienced supplier manager and focused on delivering CSI across production platforms and IT services.
  • Expertise in budget planning, financial management and resource management.
  • Experience in technological innovation (identification, design, advocacy, execution).
  • Excellent oral and written communication skills.
  • Have the ability to analyze and translate business requirements into appropriate processes and applications. Have a strong partnership orientation to help meet WFP’s IT requirements.


  • Management of small to medium sized IT teams supporting operations in multiple locations
  • Has coordinated and managed small or medium projects.
  • Setup and management of ITIL-compliant IT service desk.
  • Management of medium to large scale system implementation projects
  • Has assisted in change management procedures, activities and processes.
  • Has assisted in establishing standards and protocols for service excellence within own domain at field Office.
  • Has keen ground-level experience implementing IT and telecoms systems in emergencies.
  • Experience in installation or testing of new hardware for improving or upgrading systems performance.
  • Has proven experience analyzing service management results and developing service enhancement recommendations.


  • Qualified candidates are requested to submit their application via E- Recruitment attaching a signed application letter, a Curriculum Vitae and a signed Personal History Form (P11) available at
  • This vacancy is open to Zimbabwe nationals ONLY.
  • Female candidates with relevant qualifications and experience are encouraged to apply.



The deadline for receipt of applications is 15 August 2022.

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.