HEAD OF INFRASTRUCTURE & SERVICE DESK (BASED IN BARCELONA)

In line with the values that guide the actions of our organization around the world, MSF OCBA is committed to promoting diversity, equity and inclusion and understands the importance of affirmative actions aimed at promoting equal opportunities. For this reason and in seeking to provide opportunities to under-represented groups, we will strongly prioritize applications from socially underrepresented groups who meet the requirements (i.e. women, BIPOC, people with disabilities, LGBTQIA+).

GENERAL CONTEXT

Médecins Sans Frontières (MSF) is an international independent medical humanitarian action-driven 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. The MSF movement is built around five operational directorates supported by MSF’s 21 sections, 24 associations and other offices together worldwide.

The Spanish section of MSF was founded in 1986 in Barcelona. During the years it evolved in an Operational Centre with various Offices in Spain, Dakar, Nairobi and Amman, as well with a Branch Office in Portugal based in Lisbon.

The operations are implemented by field teams and the mission coordination teams, guided and supported by 5 Operational cells in different locations (Barcelona, Nairobi, Dakar, Amman and soon in Bogota), and an Emergency Unit based in Barcelona, as well as by different departments, including the Projects & IT Department.

GENERAL OBJECTIVE AND PLACE IN THE ORGANIZATION

The Head of Infrastructure & Service Desk (I&SD) is responsible for the delivery of IT infrastructure and related IT operation and user services for HQ and IT central services, used to enable key capabilities and services across OCBA. The successful candidate will bring experience, knowledge, and future vision for transforming the I&SD function including its strategy, operating model, product and service offerings and workforce. The Head of Infrastructure & Service Desk will work within the Projects & IT team, and s/he will be accountable to the Projects & IT Lead.

MAIN RESPONSABILITIES, FUNCTIONS AND TASKS

• Define and manage IT Infrastructure, operation and user services from Central Services for Field and HQ, directing implementation of products and services under his/her area of responsibility, and ensuring the availability of the necessary tools for its operation.
• Ensure IT infrastructure and operation synergies are optimally enabled between HQ and Field, in order to guarantee optimal development of processes contributing to the efficiency and quality of the organization.
• Oversee the performance of Service Desk and documented resolutions identifying problem areas and delivering solutions to enhance quality of service and ensure business continuity.
• Ensure the secure and effective operation of all computer systems, related applications, hardware and software provided from Central Services for Field and HQ, according to IT infrastructure and ICT strategies to ensure proper management of IT and service provided.
• The technology area that will be coordinated by the Head of Infrastructure & Service Desk (I&SD) will be focused on transversal and HQ datacentres, storage, cloud infrastructures (IaaS), networks & telecom, systems operation (including Microsoft 365 environment), digital workplace, and user support services / service desk (mainly focused in HQ) although it might dynamically change based on Information & Technology strategies and operating model evolutions, organizational needs, or efficiency considerations.
• Jointly with the Projects & IT Lead and in collaboration with the Head of Field ICT, sets the vision and strategic approaches of the I&SD unit to maximize the success of MSF initiatives.
• Introduces innovative, differentiating infrastructure and IT operation and support capabilities that enhance overall OCBA setups and employee productivity.
• Works with the Projects & IT leadership team on the service portfolio and governance required to prioritize resources, including budget.
• Builds successful stakeholder relationships with key stakeholders in Projects & IT and OCBA departments and offices, by developing a clear understanding of needs, acting as a trusted advisor, and ensuring cost-effective delivery of technology and digital services to meet those needs.
• Ensures and supervises the involvement of I&SD teams in OCBA projects and services that require the expertise and/or the work of his/her teams, always looking for a collaborative approach with other areas to maximize success of MSF initiatives and investments.
• Develops and controls the annual I&SD budget to ensure that it’s consistent with the overall strategic objectives of Projects & IT and MSF OCBA and is within plan. Creates a culture of continuous cost optimization.
• Develops a strategic mindset for the development of projects, products and services, closely working with other Projects & IT leaders in portfolio development and prioritization and ensuring the work of his/her teams is well organized based on added value for MSF.
• Collaborates with the Head of PMO & IT Governance and other key Projects & IT leaders in the evolution and management of the OCBA IT Service Management (ITSM) landscape, based on best-practice processes, disciplines, and related toolsets. This includes delivery of a comprehensive IT asset management program.
• Collaborates with the Head of Information Security to ensure I&SD contributes to, embraces, and applies information security/cybersecurity strategies, being a key actor in the execution of IT security operations.
• Operates a formal governance mechanism to establish and monitor effective controls for the processes and functions performed by I&SD teams. Supports periodic reviews by audit teams (including financial, DPO) as required.
• Actively works in the improvement of the awareness on the added value that the Infrastructure & Service Desk function provides for MSF OCBA, and continuously seeks to ensure alignment to the needs of users and departments.
• Ensures the development of a strong and diverse I&SD team, working actively in supporting the career progression of the teams, nurturing their development, and helping them realize their potential.
• Ensures and supervises the execution of strategies that improve interoperability, reliability, flexibility, and disaster recovery readiness in order to enhance technological resilience.
• Keeps track of trends and provides direction on what emerging technologies should be incorporated into I&SD products and services to successfully deliver overall Information & Technology strategy.
• Ensures and supervises I&SD involvement in the organization’s innovation efforts and encourages experimentation with new solutions to avail opportunities for MSF.
• Provides strategic insights and oversight for the full life cycle of information systems, working in close partnership with peers, and identifies where common approaches, solutions, and shared platforms provided by I&SD could drive efficiency.
• Manages the development of I&SD sourcing strategies and provides oversight for strategic vendor and partner relationship management.
• Works with HR and the Projects & IT leadership team to develop and execute workforce plans that ensure I&SD can supply skilled talent to meet the needs of MSF.
• Develops the maturity of I&SD to improve efficiency, deliver new innovations and increase collaboration with other departments and Projects & IT teams (e.g., through Agile, DevOps, platform, and product approaches).
• Proposes and manages the adoption of (and commitment towards) service improvements through a programmatic approach to continuous improvement which also measures impact and shares results.
• Supports the Projects & IT Lead and the Head of Architecture & New Solutions by implementing infrastructure solutions that align to the enterprise architecture framework and roadmap.
• Participates in Projects & IT planning and management committees.
• Drives the development and adoption of technology standards, policies, procedures governance processes and performance metrics, in the technology area under his/her responsibility.
• Continuously evaluates the added value of I&SD, including the use of metrics such as Key Performance Indicators (KPI), and Objectives and Key Results (OKR).
• Collaborates with peer Projects & IT leaders to ensure knowledge and insight can be freely shared.

SELECTION CRITERIA

• University degree in a relevant field (Computer Science, Electrical/Telecom Engineering, IT/IS Management, etc.), or equivalent work experience.
• Minimum experience of 7 years working in IT or technology, with 3 or more working in management.
• Oriented to the service provision and management.
• Experience in infrastructure, IT operation and user services management and architecture.
• Experience in financial management, the development and management of a budget and in the effective management of expense allocations.
• Experience in Service Level Agreement and Services Portfolio Management.
• Experience in managing technology providers including development of strategic partnerships, negotiation of technology contracts, monitoring service delivery and addressing vendor performance issues.
• Knowledge of ITIL or similar service management practices.
• Previous experience working with MSF or other humanitarian organizations is an asset.
• Experience working with a diverse, non-technical, geographically dispersed organization is a strong asset.
• Fluency in Spanish and English is required. French is an asset.
• Able and willing to travel occasionally.
• Knowledge of Microsoft technologies including OS, servers, 365 environment.
• Knowledge of IT architecture of ERPs, CRMs, HIS, BI is an asset.
• Knowledge of Telecom (VHF/HF Radio, satellite, mobile communications) is an asset.
• Enterprise Architecture Knowledge is an asset.
• Experience in Service Management definition.
• Knowledge of Zendesk or other service management solutions is an asset.
• Desirable knowledge of best practices frameworks and standard methodologies: ITIL, COBIT, SCRUM, Agile, PRINCE2, LeanIT.

CONDITIONS

• Position based in Barcelona at the Médecins Sans Frontières OCBA Headquarters.
• Full-time job.
• Minimum commitment with the position of 3 years.
• Annual gross salary: HQ 4C – 45 470.11€ (divided into twelve monthly payments) + secondary benefits based on the MSF-OCBA Reward Policy.
• Starting date: April 2023.