Technology Services Manager at Save the Children

POSITION TITLE: Technology Services Manager
LOCATION: Bogotá – Colombia

SAFEGUARDING CHILDREN FRAMEWORK POLICY:

Level 2: The post holder will have access to children’s personal data as part of their work; for this reason police checks will be a requirement.

We need to maintain safe recruitment processes, which is why rigorous background checks are included, reflects our commitment to protecting children from abuse.

The Safeguarding Framework is comprised of three policies and a Code of Conduct: Safeguarding Children Policy, Policy for Protection from Sexual Abuse, Harassment and Exploitation (PSEAH) or Safeguarding Adulthood and Anti-bullying, Anti-discrimination and/or antibullying Policy.

PURPOSE OF THE ROLE:

As part of their long term strategy, Save the Children are building regional hubs of technology specialists to service their global technology needs. Building upon the existing Hubs in Africa and Asia, the Save the Children Association (SCA) is building an additional technology capability in Latin America, by the addition of a new Technology Hub in Colombia.

The Technology Services Manager role for the Bogota technology hub will Initially be focused on providing services to Save the Children US (SCUS), but with a longer term aim of supporting SCA shared services along with the existing technology Hubs. The role holder will lead the technology hub team and ensure the team is supported and able to deliver an effective service for the end-user The role is key in delivery of ongoing Business as Usual (BAU) support and changes to in-scope applications. Further the role will be vital in effective management of the relationship with internal/external partners ensuring continued service delivery and customer satisfaction.

In the event of a major humanitarian emergency, the post holder will be expected to work outside the normal job description and be able to vary working hours accordingly.

KEY AREAS OF RESPONSIBILITY:

Provide Senior IT Leadership and Management to the Technology Hub

* To ensure Technology Hub services are delivered in a safe, secure and effective manner.
* Supporting Global Head of IT Security & Director of IT Global Operations to ensure effective Risk Management & Information Security processes and adherence to IT policies and standards in the Hub.
* Ensure Child safeguarding, personal safety and security and protection of sensitive digital data is foremost in all activities in accordance with SCI Policy.
* Responsible for the overall Colombia Hub strategy, performance and growth in coordination with SCI and SCUS IT leads.
* Budget Management according to Colombia schemes of delegation for the IT Hub team.

Service Delivery

* Effective delivery of Level 1-3 support for in-scope applications aligned to agreed Service Levels.
* Ensure transparent reporting to SCUS of Colombia Technology Hub performance against agreed Service Levels.
* Responsible for timely escalation and resolution of issues that impact performance of service delivery.
* Implement and continuously review and improve service delivery, utilising relevant strategies to identify/gather, assess and implement areas for continual improvement in processes and procedures.
* Establish and maintain support processes, procedures, materials and resources ensuring internal SLAs and KPIs are adhered to.
* Working collaboratively with Save the Children US IT leads be the first point of contact for delivery & escalations of all client support & development whilst ensuring framework agreement and related work orders are prepared and adhered to.

Application Development
* For in-scope applications, align on the scope of “work order(s)” received from SCUS IT teams.
* Review the capabilities required to deliver the “work order(s)” received from SC US IT teams.
* Align with the SC US IT teams the available capabilities and capacity to deliver the “work order(s)”.
* received from SC US IT team.
* Agree with the SC US IT teams the high level timescales to deliver “work order(s)” in consideration.
* of the capabilities and capacity available.
* Align on ways of working with the SC US IT team to ensure detailed requirements from SC US IT are available in a timely fashion to develop in-scope application backlogs and plan Sprints based on “work order(s)” high level timescales, available capability and capacity at the Colombia Technology Hub.

Staff Management
* Provide effective leadership to the SCI IT Colombia Hub team, with line management support to a team of approximately 24 people (Phase 1).
* Recruit and retain a high performing team, including a number of additional Phase 2 roles as identified by SCUS.
* Ensure effective, supportive and regular 1:1s and formal reviews undertaken with team members to discuss progress against goals, development and wellbeing in accordance with the Colombia Country Office HR policies and procedures.
* Capacity-building working with both SCUS and SCI Technical counterparts through training programmes/workshops, coaching and mentoring the technology staff within the hub to continuously improve their personal and team performance, and staying updated on IT guidelines, standards, policies and strategy.
* Manage staff performance (including addressing underperformance) in a timely and appropriate manner, in accordance with workplace behaviours.

Relationship Management
* Manage a complex networked relationship by acting as a bridge between SC US IT and SCI IT.
* developing cross team or 3rd party relationships and partnerships, delivering a comprehensive service to the businesss.
* Manage internal stakeholders across the organisation providing regular updates on support and ongoing improvements including mid-year and annual status report updates on achievements and challenges for internal audiences by providing appropriate management information reports.
* As required, represent the Colombia Hub to internal stakeholders e.g. IT departmental meetings, discussions with interested members, attendance at Phase 2 project team calls.

REQUIREMENTS:
Professional degree in Systems Engineering, Computer Science, Technology, Mathematics, Finance or related field (candidates without such qualifications will consider whether they can demonstrate appropriate technical skills as shown in the experience and skills section).
A qualification in service management is desirable.

EXPERIENCE AND SKILLS:

Essential
* A strong background in cloud-based (SaaS) systems support
* Experience of managing large service-oriented teams when working face to face and remotely, and whilst considering short term and longer term strategic, operational and tactical needs of the team
* Strong customer service and support focus with a desire to deliver a high quality service
* Strong Vendor engagement and management skills and experience
* Demonstrable stakeholder skills, Communication is a key requirement with proven ability to deal with senior stakeholders building effective long-term relationships
* Personally resilient; comfortable dealing with ambiguity; calm under pressure
* Experience of working in large, complex, global environments
* Excellent verbal & written communication skills; ability to explain complex issues to colleagues at all levels
* Strong organizational and planning skills
* Extensive problem solving skills
* Experience in providing services to agreed SLA’s and OLA’s
* Experienced in Problem and Incident Management
* Experience in managing performance including developing and tracking key performance indicators and providing evidence-based analysis to a variety of audiences
* Commitment to upholding Save the Children values, Code of Conduct and Child Safeguarding Policy and Practice.
* Verbal and written fluency in English
* Verbal and written fluency in Spanish

Desirable
* Experience of implementing IT service management processes and tools, in accordance with recognized industry standards such as ITIL and preferably with certification
* iNGO experience
* Global business centre experience.

NOTE 1: By submitting to participate in this call for applications you authorize Save the Children to verify the personal information provided, as well as to make use of the personal data for verification purposes in public and private databases related to our anti-fraud, money laundering and terrorist financing policies. The data used will be those indicated in the citizenship card provided.

Resumes will be received from December 09 to December 16, 2021.

Proposals submitted after the time established for this purpose, or filed in a different office than the one stated in this document, WILL NOT BE RECEIVED.

This job offer is open to Colombian citizens or foreigners legally authorized to work in Colombia and who comply with the requirements established in the call for applications.