Position Title: Head of Field ICT (Based in any OCBA HUB) – MSF

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GENERAL CONTEXT

Médecins Sans Frontières is an international independent medical-humanitarian organization, which 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, creed or political affiliation.

MSF is a civil society initiative that brings together individuals committed to the assistance of other human beings in crisis. As such MSF is by choice an association.
Each individual working with MSF does it out of conviction and is ready to uphold the values and principles of MSF.

The MSF movement is built around six operational directorates. 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 and decentralized in Nairobi, Dakar and Amman. The field operations are guided and supported by 5 Operational Cells, the Emergency Unit and other departments supporting operations, including the Logistics & Supply Chain Department.

GENERAL OBJECTIVES

Overall, the Head of Field ICT oversees the implementation and support of ICT infrastructure (inc. telecom) / information systems for the MSF OCBA field programmes, ensuring availability of the necessary tools for their operation, actively looking for synergies between Field and HQ, guaranteeing an optimal development of processes contributing to the efficiency and quality of the organization. This includes as well:

  • Overseeing the performance of user support processes, activities and documented resolutions, identifying problem areas and delivering solutions to enhance quality of service and ensure operational continuity.
  • Ensuring the secure and effective operation of all computer systems, related applications, hardware and software used in the Field, according to ICT infrastructure, information system and communications strategies to ensure proper management of ICT and the services provided.

The activities should be done ensuring proper alignment with and engagement of Logistics teams, as they are in charge of base field user support and basic ICT maintenance at field level. Therefore, the Head of Field ICT will closely coordinate activities and engage with the Head of Operational Logistics as key stakeholder.

TEAM AND PLACE IN THE ORGANIZATION

  • The Head of Field ICT will lead the Field ICT Unit, directly supervising the Field ICT Technical Referents team and Field IT /Telecom mobile support technicians.
  • The Head of Field ICT will work within the Projects & IT team (MSF OCBA IT Department), and s/he will be accountable to the Projects & IT Leader.

MAIN FUNCTIONS AND RESPONSIBILITIES

  1. Collaborate with the Projects & IT Office Lead and Head of Infrastructure & Service Desk in the technology strategy definition that supports long-term growth and sustainability.
  2. Understand the needs of the field in terms of ICT infrastructure and user support, closely engaging as well with Operational Logistics and in general the Logistics & Supply Chain department to align priorities and coordinate their execution.
  3. Define and monitor policies, processes, procedures and Systems and Communication standards as well as their implementation processes in the field.
  4. Lead the implementation of new platforms and IT infrastructures, control of operation and maintenance of Systems and Communications specific for the field.
  5. Collaborate with the Head of Information Security and the rest of the IT units to contribute, embrace, and apply information security / cybersecurity strategies at field level, being a key actor in the execution of IT security operations.
  6. Coordinate and contribute together with the New Solutions & Architecture and the Applications teams in the definition of the requirements and solution designs, both during project preparation and execution phases, based on field ICT needs.
  7. Manage and guarantee the delivery, deployment and initial end-user support of the tools for Field ICT activities.
  8. Represent OCBA in international platforms, working groups, projects or the like in the functions of the unit.
  9. Coordinate with external partners the project activities, technical support, maintenance and change request management, according to the guidance of the direct responsible of the position and MSF OCBA procedures.
  10. Provide support to the procurement process of Field ICT end user software and hardware ensuring that technical requirements and deadlines are met, and provide technical knowledge focused on field user environments.
  11. Monitor problem management database and follow it up together with the Services Desk to ensure timely resolution of problems.
  12. Report to the Projects & IT Office Lead periodically the progress on the completed goals of the Projects &  IT Strategic Plan.
  13. Report to key stakeholders, and particularly engaging with the Logistics teams and the Head of Operational Logistics, the overall analysis of ICT status in the missions.
  14. Assist the Projects & IT Office Lead in the definition, management and monitoring of the unit budget and investment plan.
  15. Identify and ensure the development of periodic Field ICT officers’ training programs to increase computer literacy and self-sufficiency.
  16. Boost and cooperate in the innovation, development, delivery and support related to Field ICT.
  17. Perform staff scheduling to ensure user support coverage and on-call support for critical service support (24/7).
  18. Coordinate the activities of Field ICT Technical Referents and the Field IT / Telecom Mobile Support Technicians.
  19. Provide preventive analysis and post-delivery support & monitoring to Field end-users, ensuring a high level of satisfaction.
  20. Collaborate with Field users in order to proactively handle all requests passed on by them.
  21. Communicate and manage knowledge of Field ICT matters: policies, procedures, standards, best practices, etc.
  22. Oversee Field ICT Operations services:
  • Field support model management
  • Supervise field user support activities
  • Supervise outsourced services
  • Coordinate services with other areas, such as Infrastructure and Service Desk
  • Plan and manage IT training processes for field teams.

23Ensure the suitability of resources and the integration of Field ICT with new processes and operational activities

SELECTION CRITERIA

  • University degree in a relevant field (Electrical/Telecom Engineering, Computer Science, etc.), or equivalent work experience.
  • Minimum experience of 7 years working in ICT, of which at least 3 coordinating projects, teams and/or services.
  • Previous experience with MSF is required, either working with Field ICT services / technologies, or as field IT Officer and/or Logistics Coordinator.
  • Relevant knowledge of digital workplace (user devices & services) and ICT infrastructure, including concepts of telecom, is mandatorily required for this position.
  • Oriented to service provision and management, with a focus on the benefits that technology can bring to our humanitarian social mission.
  • Experience working with a diverse, non-technical, geographically dispersed organization is a strong asset.
  • Fluency in English is required. Spanish, French or Arabic will be highly valued as well.
  • Availability and flexibility in terms of working hours, as well as to travel internationally.

KEY SOFT SKILLS TO SUCCEED IN THIS ROLE

  • Able to manage multiple high priority initiatives in an emergency focused, fast paced environment, keeping clarity and calmness of thought while working under pressure and meeting deadlines effectively.
  • Great communication skills, including public speaking, writing skills and active listening, oriented to both technical staff, non-IT stakeholders and senior management. Ability to promote honest and respectful communication.
  • Excellence at translating complex technical concepts to ideas that can be understood by non-technical people to enhance understanding and drive positive outcomes.
  • Ability to manage uncertainty and complexity, and to feel comfortable working in a risk-tolerant environment, willing to face and embrace change.
  • Able and willing to travel on a regular basis.
  • Excellent planning, organization, and team management skills, and ability to foster a strong collaborative environment.
  • Strong customer focus. Ability to adapt her/his approaches and strategies to the needs of users and stakeholders.

CONDITIONS

  • Position based in any MSF-OCBA Hub, preferably outside of Spain. Hubs outside of Spain: Bogotá, Dakar, Amman, Nairobi. Final location will be subject to the employability of the preselected candidate (residency, work permit, etc.).
  • Full time job, duration linked to that of the program. Minimum commitment of 3 years.
  • Annual gross salary: Salary Scale HQ-4C level (divided into 12 monthly payments) + secondary benefits based on MSF OCBA Reward Policy. Subjected to local conditions
  • Starting date: as soon as possible

HOW TO APPLY

MSF is committed to achieving workforce diversity in terms of gender, race, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are encouraged to apply. We are committed to achieving a balanced gender distribution and therefore encourage women to apply.

All applications will be treated with the strictest confidence. MSF provides a work environment that reflects the values of gender equality, teamwork, integrity and a healthy balance of work and life. MSF does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment and discrimination. All selected candidates will, therefore, undergo reference checks.

Médecins Sans Frontieres, as a responsible employer, under article 38 of “Ley de Integración Social del Minusválido de 1982 (LISMI)” invite those persons with a recognized disability and with an interest in the humanitarian area to apply for the above-mentioned position.

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