TEMBO SERVICES REQUEST COORDINATOR (BASED IN ANY OCBA HUB)

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. 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 HR Department.

Tembo 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. 

GENERAL OBJECTIVE OF THE POSITION
The Tembo Service Request Coordinator is responsible for ensuring the efficient coordination and delivery of e-learning services offered by Tembo. This role will manage the intake, dispatch, and follow-up of service requests from partners, ensuring timely and quality delivery. 

This position will lead the e-learning team -and contribute to consolidate the strategic relationship with partners and the continuous improvement of Tembo’s services.

MAIN RESPONSIBILITIES 

Coordination of Service Requests 

• Serve as the primary point of contact for incoming requests from MSF learning partners and the E-Learning Team related to standard services in Tembo’s catalogue, consolidating them and ensuring proper follow-up with the Tembo IT & Project teams.
• Evaluate and dispatch requests to relevant E-learning officers, following established procedures.
• Monitor the progress of dispatched requests and ensure timely and high-quality delivery in coordination with internal stakeholders.
• Develop and implement workflows, tools, and procedures for service request management.
• Follow up on service execution to guarantee alignment with internal process and stakeholder expectations.
• Ensure effective communication and documentation of service requests and follow-ups.
• Maintain and optimize coordination tools (e.g., Click-up or other trackers) for request management.
• Design and enforce standardized procedures and workflows for the service coordination process.

Strategic Partner Engagement 

• Act as a point of contact for key strategic partners to ensure satisfaction with Tembo’s services.
• Act as a point of contact and provide expert guidance on current Totara functionalities and how to best use them
• Proactively monitor and support the implementation of service requests, gathering feedback and addressing issues.
• Facilitate discussions and prioritization meetings with partners for shared service planning.
  Contribute to maintaining and strengthening long-term relationships with learning partners.

Reporting and Service Data Analysis 

• Generate periodic reports and service statistics using available data sources. 
• Support the Head of E-Learning to analyze trends, performance, and user feedback to identify areas for improvement and innovation, in collaboration with the IT & Project teams
• Support the Head of E-learning in reporting on service performance and partner satisfaction.
• Coordinate internal audits and contribute to service evaluations.
• Periodical and adhoc meetings with partners to address reporting issues.

Team Leadership and Process Oversight 

• Lead and supervise the E-learning officers and Digital Learning Support Officer, ensuring alignment with HR standards and performance expectations.
• Support professional development and foster a collaborative team environment.
• Establish and promote standard operating procedures and best practices among the team.
• Stay informed on trends, new features, and innovations in Learning Management Systems and EdTech.
• Serve as a resource to the team for best practices in digital learning coordination.
• Acts as a stand-in for the Tembo Head of E-learning during periods of absence.

SELECTION CRITERIA

Knowledge & Experience

• University degree in Educational Technology, Learning Sciences, Project Management, or related field.
• Minimum of 4 years of experience in service coordination, instructional design, e-learning project management, or partner relationship management.
• Prior MSF experience in the area of learning is a must.
• Experience managing teams and leading cross-functional collaboration.
• Demonstrated ability to manage multiple service lines or complex stakeholder expectations.
• Strong understanding of digital learning environments and service-oriented delivery.
• Familiarity with LMS platforms (Totara, Moodle) and digital learning production processes.
• Excellent organizational, communication, and stakeholder management skills.
• Ability to analyze and synthesize service data into actionable insights.
• Knowledge of Agile methodologies and user-centered design is an asset.
• Fluency in English (required); knowledge of French, Spanish, or Arabic is a plus.

CONDITIONS

• Position based in any MSF-OCBA Hub: Bogotá, Amman, Dakar, Nairobi, Barcelona or Madrid. Final location will be subject to the employability of the preselected candidate (e.g., residency, work permit, etc.). For the rest of Spain Delegations as Bilbao, Sevilla and Valencia: Final location will be also subject to the availability of space at the time of the final selection.
• Annual gross salary: HQ-3B level + secondary benefits based on MSF OCBA Reward Policy. Subjected to local conditions.
• Full Time position.
• Starting date: ASAP.
• Permanent Contract.

HOW TO APPLY

• Applicants should forward their CV and cover letter.   
• Closing date: June 29th, 2025, 23:59 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.