Service Delivery Manager At International Committee of the Red Cross

PURPOSE

Service Delivery Manager 1 oversees specialized functional support teams. The role involves managing service delivery, promoting customer satisfaction, implementing process improvements, and ensuring adherence to service level agreements (SLAs) and regulations. Additionally, the service delivery manager 1 collaborates with various stakeholders to refine processes and manage budgets, ensuring the overall efficiency and quality.

On the functional side as an Accounting Manager 2, he/she is responsible for the overall accounting data produced and/or validated by the regions or delegations under her/his responsibility, in compliance with internal procedures. S/he acts as the manager for the accounting activities of the regions or delegations under her/his responsibility. H/she is responsible for the accuracy and completeness of the financial closing and reporting of accounts of the regions/delegations under her/his area of responsibility.

RELATIONSHIPS

• Internally interacts and works closely with the finance teams in the field delegations, teams in the Financial shared services, heads of FAD sectors and other internal stakeholders to be able to deliver the accounting services. In addition, s/he interacts with cross-functional teams to optimize operational processes and enhance service quality.
• Externally, interacts with banks, suppliers, tax authorities, shared service centers, other relevant government offices, humanitarian, or international organizations.

ACCOUNTABILITIES AND RESPONSIBILITIES

Service Delivery

• Has full responsibility for service delivery and business continuity for the regions and delegations under her/his responsibility.
• Identifies and prioritizes service improvements and propose changes.
• Leads the transition of ne services to the finance shared services in collaboration with the relevant functions and specialists.
• Manages the service cost’s budget and escalate timely to her/his supervisor when there is over or under implementation.
• Ensures that the provisions in the SLA and SOW are fully implemented and maintains an updated catalogue of services.
• Establishes the appropriate governance for managing SLAs and service performance (KPIs) with the stakeholders.
• Manages the capacity required to deliver the services within the service catalogue and ensures customer satisfaction.

Functional Delivery

• Overall accountable for the quality and accuracy of the accounting data entry and reporting for the regions/delegations under her/his area of responsibility.
• Supervises a pool of Accounting Managers supporting several regions/delegations.
• Ensures seamless and accurate communication flow among the accounting managers, accountants, and the client regions/delegations.
• Designs, writes, and implement an internal control system that guarantees reliable accounting data and their compliance with legal and international financial reporting standards (IFRS). Maintains and communicates related documents.
• Oversees the accurate bookkeeping and archiving with appropriate supporting documents for several regions and delegations.
• Performs high level integrity checks of accounting entries and account balances for the regions and delegations under her/his responsibly.
• Oversees the maintenance of sound accounting documentation to meet external and internal audit requirements for all regions and delegations under her/his responsibility.
• Offers solution to any reported anomalies or other issues on timely basis and escalate it to his/her supervisor if the case is complex.
• Oversees the annual and monthly closing activities both in terms of meeting deadlines and ensuring quality of accounting data for several regions and delegations.

Additional Duties

• Accountable for the support and training to the finance and non- finance teams in the regions and delegations/sites under her/his area of responsibility.
• Oversees the work on the accounting comments (pre/post-closing comments, CTM Quarterly Comments, Distribution Tracking, Inventory, etc) and coordinate the replies with the regions and delegation/site under her/his responsibility.

PEOPLE MANAGEMENT RESPONSIBILITIES

• Understands and supervises the Performance Management & Development (PMD) activities for employees under their supervision.
• Makes sure that deadlines for the PMD cycle are met.
• Engages in ongoing and continuous feedback and support, particularly for employees under their supervision, but also other staff members.
• Organizes regular meetings within their team to ensure optimal coordination of the work and proper flow of information.
• Ensures that job descriptions for employees under their supervision are up to date; seeks feedback and support from the HR Department if needed.
• Plans and coordinates the annual leave of the employees under their supervision ensuring continuity of the operations throughout the year and making sure that there are no outstanding holiday balances at the end of the year.
• Coordinates and supports the employees under their supervision in their personal development by coaching and advising them on internal and external training and development possibilities.

SELECTION REQUIREMENTS

• CPA (Certified Public Accountant) in good standing.
• Minimum 8-10 years’ experience in Accounting/Finance position.
• Minimum 3-4 years’ leading/managing a team in a shared service centre.
• Experience in Field accounting and experience in different field context will be an advantage.
• Excellent Computer proficiency – Technically proficient in Microsoft Office environment – Excel, PowerPoint, Word, SharePoint and Orbus.
• Sound knowledge and experience in ERP (JD Edwards and PeopleSoft).
• Certification in Lean management / Lean Six sigma at Green/Black belt level will be an advantage.
• Experience in process mapping, analysis, and quality reviews.
• Experience in an international organization or non-governmental organizations.
• Experience in change management, managing critical clients and good negotiation skills.
• Excellent command of written and spoken English (Knowledge of French/Spanish/Arabic is a strong asset)
• Experience in managing regional accounting is a strong asset.
• Experience in establishing goals, Key performance indicators (KPIs) and SLAs.
• Knowledge of internal control systems and best practices in financial accounting.
• Strong organization, planning and analytical skills.
• Excellent interpersonal skills and capacity for collaborative teamwork across disciplines.
• Hybrid working modalities (on site work preferred).

WHAT WE OFFER

• Diverse and humanitarian-minded workforce
• An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide
• Training opportunities
• Flexible work schedule