IT Service Manager

Medecins Sans Frontieres (MSF) is an independent, medical, emergency relief organisation that provides assistance to people worldwide, regardless of their background, religion or political convictions. Above all, we aim to save lives and to offer medical care to victims of disasters, wars and epidemics. Working together with local staff, we give direct support to the population. MSF also appeals to those in power, including governments and international organisations, and speaks out about the abuses we encounter in the course of our work.

MSF coordinates operations through collaborations between global offices. 'Artsen zonder Grenzen Nederland' (MSF-Holland) has a partnership with offices in the UK and Germany. This partnership, known as 'MSF Operational Centre Amsterdam' (MSF-OCA), operates medical humanitarian interventions in about 25 countries. Annually, MSF-OCA deploys approximately 1,100 international staff and employs 7,000 national staff.

The office of MSF-Holland located in Amsterdam hosts more than 200 employees, offering direct support to MSF-OCA operations.

With immediate effect we are looking for an ICT Service Manager (100% / 40 hours) based in Amsterdam.

We are looking for an experienced and hands-on manager who can help us to bring the ICT service delivery to the next level. You will work in a team of IT and IS specialists that focuses on field ICT support, project delivery and supplier management. You will report directly to the Head of ICT and hierarchically manage a team of 9-10 FTE with the help of two team leads overseeing functional matters.

MAIN RESPONSIBILITIES

• Acts as customer focal point (single point of entry) for internal customers that require new or adapted IT services;
• Routes new demand into the appropriate processes (for a new item in the service catalogue, or a non-standard change, or a new project);
• Manages the support team of 9-10 FTE that deliver support to both field and HQ;
• Coordinates impact assessment when a new service catalogue item is needed;
• Gives first feedback and estimates to the customer regarding the planning of a change or the initiation of a new project;
• Makes specific detailed arrangements with suppliers, within the boundaries of the contractual agreements;
• Reviews supplier performance on a regular basis, in line with contracted KPI's and service levels;
• Initiates or approves service improvement plans;
• Monitors the performance of incident and problem management processes that are performed from within the IT department.

YOUR PROFILE

• At least 5 years experience in a relevant professional context, field experience in a humanitarian organisation (preferably MSF) is considered an asset;
• Good understanding of IT services and service organisations;
• Trained in ITIL or comparable service management frameworks;
• Solid experience with supplier management;
• Able to facilitate process analysis and improvement tracks;
• Demonstrated experience in leading and managing IT service delivery and change;
• Ability to work independently with minimal supervision;
• Patient but strong personality, able to build bridges and balance different interests;
• Able to deliver in an international and multi-cultural environment;
• Fluent in English, written and speech. Preferably also Dutch;
• A Bachelor degree or higher.

WE OFFER

• An exciting opportunity to combine your service management skills with humanitarian activities for one year, 40 hours a week, with the option for renewal.
• Be part of an inspiring, multicultural and dynamic organization.
• Based on 40 hours a week, the pay range is between EU 3,062 and EU 4,373. Final waging depends on your relevant professional work experience.
• Other benefits include 30 holidays per year and a premium free pension.

Information & Application

For more information about this position, please contact Steven van Gestel, HRM Office +31-(0)20 520 8020.

If you recognize yourself in the profile, please click here to apply directly via our website.

The closing date for application is 6 September 2015.