TEMBO IT OPERATIONS MANAGER (BASED IN ANY OCBA HUB)

GENERAL CONTEXT OF THE POSITION
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. 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, Bogota, Dakar and Amman. The field operations are guided and supported by 5 Operational Cells, the Emergency Unit and other departments supporting operations, including the HR Department.

Tembo Vision is a Learner-centered space that provides efficient digital learning and development opportunities adapted for all MSF staff, to be better contribute to MSF operations and MSF social mission. The mission of Tembo is to become a personal and organizational digital learning & development ecosystem used across MSF, supporting mutualization and gaining efficiency between OCs, and providing a space for all MSF staff to learn, develop themselves and share knowledge.

PLACEMENT WITHIN THE ORGANIZATION 

• Unit: IT.
• Reports to: Head of Tembo.
• Works in strict collaboration with: OCBA P&IT as hosting section. Tembo Management Team. 
• Supervises: Tembo IT Team.
• Networks: IT Working Groups & platforms within MSF movement, upon assignment.

GENERAL OBJECTIVE

The role is responsible for leading and coordinating the IT area at Tembo, providing technical leadership for User and Content Support and System Management and Maintenance. 

This includes overseeing the planning, creation, maintenance, and updates of IT architecture (infrastructure, applications, data), identifying and implementing innovative solutions, and providing service support to users and partners. 

The position requires building strong relationships with other teams, both within Tembo and with MSF Operational Centers (OCs) international colleagues, to ensure the Learning Management System (LMS) is effective, up to date, and aligned with the organization's technology, governance strategies, policies, and standards.

KEY RESPONSIBILITIES

Coordination of IT planning & operations

• Design, develop and oversee the implementation of the Tembo IT planning in line with Tembo’s general strategy. Provide IT input in Tembo’s strategy and planning, participating to the review, organization and planning cycles, providing coherence with the annual plans.  
• Advise the MT and Project Coordinators, in information technology solutions, implementation risks and potential impact of the adoption efforts on Tembo. 
• Coordinate with OCBA Projects & IT team (as hosting section) and other IT stakeholders of the movement to ensure Tembo is well aligned and fully integrated with MSF processes, best practices and overall technology landscape.
• Manages supplier’s IT services deliveries in line with Contracts and Service Level Agreements. Monitor with the Head of Tembo the budget and services execution. 
• Oversee processes and activities related to the design, development and change management of the IT architecture, promoting and communicating models, processes, tools, methodologies used in IT architecture domains (applications, network, data, servers, etc.). 
• Identify and implement data privacy & information security requirements to ensure proper alignment with related MSF standards and best practices.
• Research, analyze and periodically inform the Management Team on the IT market solutions evolution, sharing best practices and regularly updating technical system architecture requirements, standards and roadmaps (when defined). 

Oversight of service delivery & stakeholders’ engagement

• Monitors and evaluates Service Level Agreements with suppliers and Tembo partners.
• Guarantee helpdesk service quality delivery, incident management and resolution within the agreed SLAs. 
• Maximizes processes and procedures while meeting partner expectations. Define & monitor KPIs for service & operations to ensure quality and accountability of services provided.
• Acts as tactical communication link managing relationships, working with relevant key counter parts in all sections and represents the Tembo IT Operations upon request.
• Share relevant metrics and data related to the IT area with stakeholders upon request.
• Listen, collect and analyze the feedback and requests from Tembo Team and stakeholders and advise on effective solutions and resolution of technical issues, aligning with MSF IT best practices and policies.

Team Management

• Set relevant objectives for IT team members under his/her direct responsibility to guarantee the achievement of the goals and/or priorities. 
• Ensure that team members of his/her area assume their respective responsibilities and the timely implementation of their respective tasks. 
• Lead, support, and coach his/her team to ensure that objectives be achieved, and training needs are addressed. 
• Ensure cohesion of Tembo’s IT area enhancing communication and collaboration with other Tembo areas and teams.
• Define or revise job descriptions (JDs) positions under his/her responsibility when needed, prior to submit it to HR Department.

KNOWLEDGE AND EXPERIENCE 

• Academic Background: Bachelor’s Degree in Information Systems, Computer Science or related technical field.
• 3 years of experience in IT operations management, including system reliability, performance, security, and supporting the execution of IT strategies and services.
• 3 years of experience in team management and project management.
• Knowledge of application development processes (requirements gathering, implementation, testing, compliance) and LMS or online platforms is a strong asset.
• Experience in stakeholders’ management and service delivery with strong commitment to quality.
• English fluency is required.

Desirable

• Experience of operating in e-learning environments and Help Desk-Support related services.
• Experience in NGOs or non-profit organizations is an asset.
• Experience in Information Security is an asset.
• Experience in Change management.
• Command of French and/or Spanish and/or Arabic is an asset.

CONDITIONS

• Position based in any MSF OCBA hub (Barcelona, MSF-Spain office delegations, Bogota, Amman, Dakar or Nairobi). Final location will be subject to the employability of the preselected candidate (residency, work permit, etc.).
• Contract: indefinite.
• Full time job. 
• Annual Gross salary: HQ Level 4B + secondary benefits based on MSF OCBA Reward Policy. Subjected to local conditions.
• Start date: ASAP.

HOW TO APPLY

• To apply, please submit your CV and cover letter.
• Closing date: 20th May 2025 at 23:59 hours CET (Central European Time).

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 Frontières, as a responsible employer, under the¨Ley General de la Discapacidad de 2013 (LGD)¨ invite those persons with a recognized disability and with an interest in the humanitarian area to apply for the above-mentioned position.