Service Delivery Senior Manager At SEED Foundation

About SEED Foundation: SEED Foundation is a locally-registered NGO in the Kurdistan Region of Iraq. SEED’s mission is to protect, empower, and support the recovery of survivors of violence and others at risk. SEED is committed to delivering quality and holistic approaches, combining international expertise and local know-how to achieve results for the people of Iraq and Kurdistan. SEED’s programming focuses on four key objectives: 1) the delivery of transformational, comprehensive MHPSS services including case management, mental health, and legal services, as well as psychosocial support activities; 2) strengthening the capacity of service providers through education, training, and capacity-building programs; 3) ​promoting policy and social change to strengthen the rights of, and protections for, vulnerable groups and individuals; and, 4) supporting the protection and recovery of survivors of trafficking in persons (TIP) including through SEED’s shelter for victims of trafficking and those at risk, after care services, and prevention work to reduce the risk of trafficking through public awareness, technical assistance, and advocacy for legal, regulatory, policy, process, and institutional changes.

Role of the SD Senior Manager:

The Service Delivery Senior Manager will lead SEED’s service delivery across all programs and locations, and manage SEED’s Service Delivery Department (SD Department). The SD Senior Manager will ensure service delivery staff are providing high quality MHPSS, GBV, Protection, and Child Protection services, including case management services, mental health services, psychosocial support (PSS) interventions, shelter protection, legal and protection services, and cash assistance. The SD Department consists of SD staff including Protection Service Delivery Managers (PSDMs), Service Delivery Coordinators (SDCs), service providers, as well as MHPSS, protection, child protection, GBV, and legal advisors, and as such will draw upon national, regional and international expertise in improving SEED’s SD implementation. The SD Senior Manager will lead on policy and guidance development for service delivery, lead the department in implementing those policies, support program design, development and implementation, as well as service delivery staff training, capacity-building, and technical supervision, and support.

The SD Senior Manager will ensure accountability for all SEED services and that managers and advisors are providing oversight to service providers in line with SEED policies and standards. The SD senior manager and her staff will coordinate and plan, with all program managers on program objectives, targets, and criteria and prioritize MEAL for all services. The SD senior Manager will provide guidance, direction, and oversight to the PSDMs, ensure all service delivery locations and services are being managed in accordance with programs and center objectives, international best practices and standards, as well as SEED policies and guidance. The SD senior manager is responsible for ensuring that all staff have capacity to fulfill their responsibilities.

The SD senior Manager will report directly to the President.

Specific Tasks:

Department Management (50%)

• Supervise all PSDMs and Technical Advisors, and ensure roles, responsibilities and reporting lines are clear for each staff member at all times.
• Provide management and oversight to direct reports, in line with HR guidance and protocols, staff have accurate JDs, work plans in place and conduct probation reviews, semi-annual and annual reviews timely
• Assess PSDM and SDC capacities, ensure that they are supported with ongoing supervision, feedback, training, and capacity-building.
• Build systems and structures for managing department activities, in all locations, under all programs, ensure sufficient coordination between PSDMs, technical advisors, program managers, and other departments.
• Ensure the recruitment, interviewing and onboarding of Service Delivery Department staff.

Lead SEED Services Ensuring High Quality Services that Meet Program Objectives (35%)

• Ensure SEED services are delivered in line with programmatic goals, criteria, beneficiary targets and meet the highest standards.
• Ensure management of service delivery locations in line with program goals and center objectives, as well as the centers being managed in line with GBV and safeguarding standards, including regular site visits.
• Ensure that all PSDMs and SD staff have a clear understanding of their roles, responsibilities, program targets, services being provided, policies and processes for service delivery, including MEAL requirements.
• Provide strategic direction and technical advice on service delivery program development.
• Provide PSDMs with ongoing guidance, support, and help to address challenges, including with regard to high protection cases.
• Support the conduct of MHPSS and protection needs assessments among the affected populations, in line with guidance and best practice, and ensure that all services are in line with community needs.
• Ensure referral pathways are developed and updated (both internal to organization and with external service providers) for all service delivery locations to strengthen links to available services for MHPSS and protection more generally, including regularly updating service directories/mappings.
• Lead the monthly Service Delivery Meetings, ensuring gaps and challenges are identified, and solutions are being discussed and leading to successful implementation.

Monitoring, Evaluation, Accountability, and Learning (10%)

• Coordinate closely with the MEAL Unit to ensure all MHPSS and protection service delivery activities are properly monitored, documented, evaluated, and reported on, and contribute to reporting.
• Support program M&E, including development of tools, to ensure that M&E systems provide adequate feedback on MHPSS and protection interventions.
• Ensure that all MEAL findings about service delivery are addressed, and that services and processes are adapted to address any gaps.
• Ensure all efforts are being made to be fully accountable to our clients and all safeguarding mechanisms are in place and followed up.

Coordination and Organizational Representation (5%)

• Lead representation in external coordination meetings including the working groups and ensure that reports, gaps and opportunities are managed.
• Identify and manage strategic partnerships with local and international organizations, and key government interlocutors, including any sub-grantees delivering services.
• Maintain effective working relationships with key stakeholders including donors, government actors, UN agencies, international and local NGOs, and other program partners.

Essential criteria:

• Master’s degree in psychology, clinical social work, mental health, or other related fields.
• 8-10 years of relevant international experience, with at least 3 years in a supervisory role.
• MHPSS and Protection programming experience in international settings; Iraq experience preferred.
• Experience in providing technical supervision to psychologists in similar contexts.
• Experience in providing MHPSS and Protection services to clients with complex needs, including shelter/safe house residents and anti TIP programming.
• Strong belief in human rights and gender equality.
• Experience leading and designing staff wellbeing programs.
• Good interpersonal skills including the ability to gain trust and build relationships.
• Good diplomatic and persuasion skills.
• Strong ability to work independently.
• High standard of spoken and written English; Arabic and/or Kurdish desirable.
• Good computer skills, experience with Google Drive
• Ability to work in a stressful setting and adapt quickly to changing environments.
• Salary, benefits, and allowances dependent on skills and qualifications.