The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization that works to protect and assist people affected by armed conflict and other situations of violence. To find out more about ICRC mission and its activities visit www.icrc.org

The ICRC ICT division is responsible for designing, implementing and supporting ICT solutions for more than 13'000 of its employees worldwide. The Head of Global Services Support ensures the quality of services and the integrity for all ICT services in use by the global ICRC users.

The BSSC is looking for a suitable candidate to fill the following position:

Head of Global Services Support

(location Belgrade)

MAIN TASKS

• Contributes to developing/implementing the ICT strategy
• Manages a budget of over CHF 7 million, including internal and external human resources
• Carries out annual reporting (Planning for Results, PfR) and sets operational budgets
• Geographical remit: global
• Manages first and second level ICT support and operations’ team and ensures their work is properly integrated
• Manages six teams in total (65 internals, five or more externals) in three separate locations (Geneva, Belgrade and Bogota)
• Ensures that the quality of services and security meet users' expectations as per predefined service level agreements
• Leads and coordinates sectors under her/his responsibility to ensure optimal functioning.
• Is accountable for the first-level resolution, referral, and follow-up of incidents and requests by the ICT Global Service Desk
• Is accountable for the second-level resolution (applications and systems), referral and follow-up of incidents and requests for all ICT global services
• Ensures the necessary operations are carried out to maintain global services' business continuity
• Ensures the policies and standards for purchasing, stocking, and allocating material are implemented
• Is accountable for the operations of the ICRC private cloud (redundant datacenters)
• Ensures a high level of security is respected by the users down to the systems. Works closely with the CSO for proper follow-up
• Takes part in rolling out new services and ensures those are ready to provide high-quality service to the end-users

REQUIRED BASE PROFILE

• Master’s degree or equivalent.
• Minimum 15 years´ in ICT service management, of which at least 10 in an equivalent position.
• Proven capacity to work in a multicultural environment.
• Excellent command of English and French.

WHAT WE OFFER

• Work and progressive professional development in an exciting ICT environment using the latest technologies
• An inspiring opportunity to practice your profession in a humanitarian and multicultural organization
• Stimulating benefits package

If you are interested in this position, please send us your CV and a Motivation letter in English only.

Only short listed candidates will be contacted.

Deadline for applications is 20.03.2020.