IT Manager – Médecins Sans Frontières

General Context:
Médecins Sans Frontières is an international independent medical-humanitarian organization that offers assistance to populations in distress, to victims of natural or man-made disasters and to victims of armed conflict, without discrimination and irrespective of race, religion, or political affiliation.
The MSF movement is built around five operational directorates supported by 24 sections and offices worldwide. MSF OCBA is one of those directorates.

The operations are implemented by field teams and the mission coordination teams; together with the organizational units based in Barcelona, Athens and decentralised in Nairobi, Dakar and Amman.
The field operations are guided and supported by 5 Operational Cells, the Emergency Unit and other departments supporting operations.

Position Description
S/he will have an operational role providing support to the mission and will be ready to be deployed to implement actions responding to IT specific needs.

Hierarchically Reporting to: Office and HR Coordinator.
Technically Reporting to: Head of Infrastructure & Service Desk for IT Operations, Head of Applications & Projects for Applications, Projects & Service Management.
Main responsibilities and tasks

Strategic Planning
In close collaboration with the IT Department in Barcelona, define and plan the ICT strategies and objectives for the Branch office.
Together with the Nairobi Office and HR Coordinator and the IT Department in Barcelona, prioritizes the strategic and tactic ICT demands.
Together with the Nairobi Office and HR Coordinator and the IT Department in Barcelona, establishes and follows up the budgetary allocations for the ICT, ensuring planned needs and anticipating costs within the area under his/her responsibility.

IT Support
Provide support for HQ users: attention, registry, prioritisation, resolution and/or scaling of requests, incidents and consultations in line with established Service Level Agreements (SLAs)
Carrying out and monitoring the procedures of systems operation so as to guarantee the proper function and availability of the systems and applications of MSF Nairobi
Executing and monitoring the procedures regarding the systems security so as to meet the security standards established by the security policy
Ensuring efficient functioning of telecommunications for the organization
Managing the security guidelines for the information systems in MSF Nairobi
Needs identification & problem solving

Identifying and proposing improvements in IT operations
Coordination with the Nairobi team and the functional responsible in Projects & IT in order to identify and evaluate IT needs. S/he ensures that all related needs are in line with organizations’ standards and informs the annual plan and budget
Supports the provision and management of Nairobi’s IT needs, including market research, vendor management and submitting proposals to Office & HR Coordinator and the functional responsible in Projects & IT, and coordinated with the Projects & IT team in Barcelona
Remains up to date with MSF standards and proposes new solutions to MSF IT group, through contacts, visits, meetings with his/her counterpart in OCBA and MSF movement

IT Help Desk Management
Monitor the problem management database and follow up with assigned personnel to ensure timely resolution of problems
Develop and mature IT Service Management processes and tools to ensure proper handling, and remediation of all issues raised to the Service Desk
Ensure the Service Desk services manage incident, problem and service requests and resolve streamline and provide timely resolution and Service Level Agreement (SLA) compliance
Maintain a central source of information enabling Service Desk services and support technicians to recover outages with minimal disruption to expected service levels
Monitor user satisfaction and ensure ongoing improvement
Collaborate with end users in order to proactively handle all requests passed on by them
IT policy Development and implementation

Develop, document, and implement all local policies related to the management of Service Desk
Ensure proper maintenance and administration of service management platform and all aspects (including forms, workflows, categories, etc.) servicing the other IT Teams (in relation with Projects & IT, Project teams or other internal teams that may relate)
Ensure proper solutions and knowledge management best practices are followed
Facilitate the implementation of support processes standards in Nairobi
Establish key metrics and provide reporting of KPIs and trends to the Service Integration Manager & IT Controller. S/He monitors the KPIs of the processes in Nairobi.
Manages the activity of the Nairobi IT team members
Selection Criteria

Bachelor Degree in Computer Science, Engineering, or similar. Extensive IT Service Desk Management with a proven track record of delivering results and introducing key ITIL disciplines may be accepted in lieu of Bachelor Degree
Masters in Computer Science, Engineering, or similar will be an added advantage.
English is required, Swahili desirable. French and/or Spanish will be an asset

Experience in Service Desk roles and SLAs management
NGO experience in a similar role
Experience in IT Operations Management
Experience working with supporting technologies, including, but not limited to, remote assistance, Active Directory, Group policies, and Zendesk
Desirable knowledge of best practices frameworks and standard methodologies: ITIL, COBIT, SCRUM, Agile,
Commitment to MSF’s Principles
Cross-cultural Awareness and Flexibility
Analytical Thinking
Results and Quality Orientation
Service Orientation
Planning and Organising
Initiative and Innovation
Capacity to Negotiate
Teamwork and Cooperation

Based in Nairobi MSF office with frequent visits to the field (40 % of his/her working time) and occasional visits to Barcelona HQ and Europe.
Minimum commitment with the position of 3 years
Full time work.
Annual gross salary: 3,328,598. KES secondary benefits based on MSF OCBA Reward Policy.

Applicants should send their curriculum vitae and cover motivation letter as a single file by October 21st 2017 under the reference “IT MANAGER¨ to

MSF will contact only short-listed candidates.

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