Main objectives of the role

Under the supervision of the Finance & Facilities Director, he/she will supervise and manage the Facilities and service desk teams.

• The Coordinator will manage and coordinate the support functions of the office infrastructure and processes, assure technology and communication platforms that are robust, fully supported, secure and available.
• The coordinator will ensure MSF provides adequate technical capacity and support from the facilities and Service unit/area.
• They will mainstream MSF Data Protection capabilities and security posture consistent with the Data Protection principles.
• The ideal candidate will bring exceptional technical, organizational and project management skills to support the vision of MSF, and the department goals.

Duties and Responsibilities: 

Major Functions: 

• Develop and deliver MSF ICT & Facility strategy and services, particularly around technical knowledge management, innovation, and collaboration to support MSF  teams and objectives.
• Identifies, develops, and implements technology strategies, frameworks, plans and improvements which deliver measurable benefits
• Formulates and directs ICT & facilities strategies, policies, plans and budget.
• Incorporates current industry trends across MSF and other INGOs and the broader technology industry promoting network collaboration on ICT trends and solutions
• Provides a broad range of technical expertise and capabilities
• Manages the ICT & Facilities team to deliver consistent, robust, and cost-effective services
• Ensure utilization of available resources to incorporate value for money principles into ICT & facilities operations.
• Develops, provides, and manages the operation of ICT infrastructure for Programs
• Directs the running of MSF facilities and creates a safe and efficient work environment that improves business performance and optimizes staff productivity.
• Ensures that the supply chain is efficient and effective throughout their organization.

ICT:

• Establishes the necessary change management processes in close collaboration with key stakeholders and department managers, and ensures their effective implementation, in adapting existing applications and technology and the implementation of new infrastructure, applications, or technology.
• Ensures the confidentiality, integrity, availability, and resilience of MSF information systems and assets
• Develops and establishes technology standards, policies and governance for ICT services including ensuring services are adequately protected and there are adequate disaster mitigation strategies are in place
• Manages/ensures a proper management of key / strategic technology vendors for the software and hardware procured.
• Ensures the appropriate risk assessments and made when introducing new technologies in MSF, proposing mitigation strategies as necessary.
• Enforces written policies and standards/procedures regarding all ICT systems and infrastructure throughout MSF.
• Develops and manages technology partnerships associated with delivering on the ICT strategy.
• Builds the capability of MSF  IT staff and IT users utilizing an appropriate combination of internal and external training and knowledge management processes.
• Works with ICT departments throughout MSF to identify and implement global solutions which deliver clear benefits to MSF and to MSF globally.

Office Facilities:

• Ensures policies and safety procedures are developed and implemented minimizing hazards.
• Engages with vendors and contractors
• Oversees facilities budgets and expenditure monitoring.
• Forecasts space needs and ensures that facilities capacity is adequate and properly utilized.
• Oversees remodeling and refurbishment initiatives.
• Supports on major projects such as office move relocation, construction & infrastructure developments.
• Manages the procurement function for the office and provides technical support & solutions for the teams.
• Supervises the movement, distribution, and storage of supplies and materials in a company.
• Negotiates lease agreements for MSF premises.

Data protection:

• Provides oversight and direction to MSF Eastern Africa section in scaling their internal data protection capability and determining strategic priorities and urgent needs.
• Engages in targeted capacity building to upskill the Data protection Team to implement Data Protection strategies and initiatives
• Provides feedback on improvement of the Data Protection strategy, framework, and RoadMap
• Updates and advises the management on the relevant Data Protection implementations and developments
• Supports, shadows, and grows the Data Protection Team

Team management and Supervision

• Manage & supervise the IT Manager, and the facilities, service & procurement team.
• Provide direction to the team and participate in planning functions for contribution towards strategic direction of the department/Unit.
• Support with identification of resources/staff and various capacities that can be part of the local/regional or global network & support structure. 

Other duties:

• S/he actively seeks and implements ways to deliver and use information, collaboration, and communication technologies to reduce the environmental footprint of MSF.
• S/he represents MSF  at ICT & Facility related meetings, platforms and events including, where appropriate, external events.
• S/he advises management on current and future ICT trends.
• S/he support office security management and provides technical support for the Critical incident management team where required.
• S/he performs any other work as may be assigned by the Finance/Facilities director

SELECTION CRITERIA

Qualifications & competencies required 

• University or Technical school degree in Computer Science, Information Systems, or related discipline.
• Extensive experience in management of team, Project management and planning.
• Proven experience in running a Technical/IT department, project or unit within a multi-location Organization.
• Experience in a broad range of technological solutions and the ability to analyze new and existing tools to propose more efficient, effective, and environmentally sound ways of working.
• Experience in the NGO sector is a plus.

Required Skills and Competencies

• Good experience in strategy development, implementation and change management.
• Credibility and the ability to establish confidence and respect – both internally and externally demonstrated through superior communications skills, especially when explaining complex technical details to non-technical staff.
• Relationship building & management.
• Financial acumen.
• Proven leadership and management skills including the ability to develop staff.
• Experience in partner selection, management, and contract negotiation.
• Ability to find innovative ways of solving problems and creating solutions for staff through an appropriate use of technology
• Proficient English speaker.

Application deadline: 25th December 2022

The Head of Applications will directly supervise the team leaders of the different applications teams in the unit, including eHealth/Apps4Ops, ERPs, CRMs and websites. The Head of Applications will work within the Projects & IT team, and s/he will be accountable to the Projects & IT Department Leader.

MAIN FUNCTIONS AND RESPONSIBILITIES

• Provide leadership, innovative thinking and vision to the Applications teams, to ensure they contribute to MSF OCBA achieving its social mission goals.
• Work with the Projects & IT Leader and other IT heads to develop overall IT strategy in the context of the overall MSF OCBA strategic orientations.
• Develop productive and strong relationships with leadership and key stakeholders across the organization to influence how applications can enable value for MSF social mission and field needs.
• Develops and controls the annual applications budget to ensure that it's consistent with the overall strategic objectives of Projects & IT and MSF OCBA and is within plan. Creates a culture of continuous cost optimization.
• Manage talent in the Applications unit, developing their skills and capabilities to meet the needs of the organization, as well as building on existing recruiting criteria to address new needs and skills gaps and aiming to improve diversity in the teams.
• Jointly with the application team managers and administrative support staff, ensure the appropriate day-to-day management of the Applications Unit, including staffing, administration and other relevant functions.
• Drive the development and adoption of technology standards, policies, procedures, governance processes and performance metrics for the application lifecycle management.
• In close collaboration with the IT Service Management area and key stakeholders, oversee the implementation and management application life cycle management status reporting, metrics and benchmarks.
• Manage the development of application sourcing strategies and provide oversight for key vendor and partner relationship management.
• Oversee the conduction of regular feedback processes on stakeholder satisfaction with applications, ensuring a transparent communication of results and the implementation of action plans to improve satisfaction.
• Work with the Head of PMO & IT Governance to ensure an appropriate management and delivery of application-related projects, as well as to establish appropriate coordination between project managers and applications teams and activity prioritization mechanisms, including handover of new services or products to regular IT operations.
• In close collaboration with key users and stakeholders, as well as the Architecture team and the Projects & IT Leader, oversee the assessment of the functional and technical fitness of the applications portfolio and their associated costs and risks, with a focus on portfolio optimization.
• Closely work with stakeholders to facilitate the application governance process, to define sets of measurable outcomes that applications must support, and the work to accomplish those outcomes within the limitations of the applications budget. This includes a continuous evaluation of the added value of applications, including the use of metrics such as Key Performance Indicators (KPI), and Objectives and Key Results (OKR).
• Oversee the application unit's successful delivery of the previous outcomes in partnership with the key users and stakeholders in other departments, with a focus on benefits realization.
• Oversee support activities in conjunction with the Head of Infrastructure & Service Desk and the Head of Field ICT, to ensure the applications perform well in production and from the perspective of the users.
• In close collaboration with the Head of Architecture, key users and stakeholders, ensure the adoption of OCBA-level data and information strategies, policies and practices in the applications portfolio, and their alignment with standardized practices at global level, to facilitate digital interoperability and integration between OCBA applications, as well as at the MSF intersectional level.
• Establish the necessary coordination mechanisms with the Head of Information Security to ensure that MSF OCBA’s applications are effectively secured and that risks are mitigated.
• Lead the applications teams in their effort to contribute to the overall digital capacity and skills building across the organization, collaborating with peer Projects & IT leaders to ensure knowledge and insight can be freely shared.
• Participate in MSF international working groups, platforms, collaboration networks or steering groups as necessary, particularly those related to the applications delivery discipline.

SELECTION CRITERIA

• University degree in a relevant field (Computer Science, Electrical/Telecom Engineering, IT/IS Management, etc.), or equivalent work experience.
• Minimum experience of 7 years working in IT or technology, with 4 or more working in management.
• Relevant experience managing big and/or complex teams.
• Oriented to service provision and management.
• Relevant knowledge of IT applications, operations, service and support organizations.
• Experience on financial management and reporting for IT, including budget development and cost allocation.
• Experience in Service Level Agreement and Services Portfolio Management.
• Experience in managing technology providers including development of strategic partnerships, negotiation of technology contracts, monitoring service delivery, and addressing vendor performance issues.
• Knowledge of ITIL or similar service management practices.
• User-level knowledge of Microsoft technologies.
• Relevant knowledge on ERPs, CRMs, web technologies, Health Information Systems, Business Intelligence.
• Enterprise Architecture Knowledge is an asset.
• Experience in Service Management definition.
• Desirable knowledge of some best practices frameworks and standard methodologies for service management and project management: ITIL, COBIT, SCRUM, Agile, PMI, PRINCE2, LeanIT…
• Previous experience working with MSF or other humanitarian organizations is an asset.
• Experience working with a diverse, non-technical, geographically dispersed organization is a strong asset.
• Fluency in English is required. Spanish will be highly valued as well. French is an asset.

Application deadline: 28th, 2022