ICT Service Manager bij/via Artsen zonder Grenzen

Omschrijving

Médecins Sans Frontières (MSF) is an independent, medical, emergency relief organization 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.

MSF Operational Centre Amsterdam (OCA) currently operates medical humanitarian interventions in 25 countries. On a yearly basis MSF-Holland deploys approximately 900 international staff and employs 7000 national staff. At headquarters in Amsterdam, around 220 employees offer their support to the projects.

With immediate effect we are looking for a:

ICT Service Manager
(32 hours = 80%)

The ICT department in Amsterdam maintains and supports the centralized ICT services for over 2000 colleagues across the globe. We have recently undergone a restructuring of the department and identified the need for a service management function. The ICT department supports a very diverse portfolio of ICT services and has many different stakeholders. Service management needs to ensure that all resources allocated to ICT are well aligned with the organizational needs and has the ability to constantly adapt and improve itself.

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 13 IT and IS specialists that focus on field ICT support, project delivery and supplier management. You will report directly to the Head of ICT.

Your responsibilities
• Support and guide the operational support activities in the department;
• Translate functional demands into requirements for ICT services;
• Align ICT services with internal customers, heads of department in the office and field;
• Manage suppliers of outsourced ICT services within contract boundaries;
• Coordinate service management processes within MSF’s ICT domain;
• Monitor and report on SLA performance;
• Coordinate impact analysis of new ICT service requests;
• Perform research and initiate service improvement plans or projects;
• Maintain the ICT services catalog.

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 built 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 management and IT skills with humanitarian activities. The ability to travel and be part of a dynamic, multicultural organization. We offer a training program as part of the induction tailored to the individual needs. We offer a contract for an year for 32 hours per week, with the option for renewal. Based on 40 hours a week, the maximum gross monthly salary is between € 3,037 and € 4,338. Final waging depends on professional experience. Other benefits include 24 holidays per year and a premium free pension.

Information & Application
Are you excited by this opportunity and feel you’ve got what it takes to take on this role (5 years of professional experience in relevant context); please send us your letter of application and Curriculum Vitae in English to the attention of Ms Jaline Wijkhuizen, Personnel Officer HQ, via our application form:

http://artsen-zonder-grenzen.onlinevacatures.nl/en/Vacature/Solliciteren/34648

Please mention “ICT Service Manager” in the subject line. We appreciate it if you can also mention where you came across the vacancy. The closing date for application is 23rd of March 2014.

Interviews are planned in week 13 and 14.

For more information about this position, please contact Simon Zwetsloot, Head of IT department +31 (0)20 520 8747.

Acquisition as a result of this vacancy is not appreciated.

Online solliciteren

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