IT Service Manager

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Organization: GOAL
Job Type: Full-Time
Country: Ireland
Experience: Mid Career (3-5 years)
Languages: English, French, Spanish, Arabic
Category: Communications Technology
Topic: Peacekeeping/Peacebuilding
Application Deadline: 18. March 2021

Job Description

Reporting to the Chief Technology and Business Development officer, the IT Service manager will work closely with the GOAL Business analysts and Solution Architecture team. This position will lead IT service team in the system, infrastructure and helpdesk support to optimize workplace efficiency, security and effectiveness and support our global teams in their implementation of our programmes. In addition to coordinating with Head Office based functions, the role will work closely with the Systems and IT staff in our operational countries.

Duties and responsibilities

Operational Management

Responsible for continued and stable operation of all IT systems used throughout GOAL
Ensure operational IT security and protection/recovery/encryption of data according to industry best practices and audit recommendations
Procure IT hardware, IT software and IT services according GOAL procurement guidelines and ensure compliance with global license requirements
Responsible for the development, review and adoption plan of GOALs IT policies, ensuring frequent information dissemination and training to all staff on IT policy, systems and security awareness utilizing a mixture of communication medium to optimize understanding and impact.
Manage the IT Helpdesk and to ensure speedy resolution of all issues and incidents, including reviewing themes and trends and implementing actions as applicable
Review and manage to resolution any issues in relation to Internal and External audits or investigations in Dublin HQ and provide support where required to Country offices.
Establish effective, regular, interactive communication of IT Operations achievements, workplans, issues and learnings with GOAL stakeholders
Actively manage existing 3rd party relationships, ensuring optimal service quality and effective use of licenses.
Strategy Development & Implementation

Contribute to the creation, development and implementation of GOAL’s Global IT strategy
With the IT management team, drive appropriate user adoption of existing and new IT structures, processes and technologies
Prepare, monitor and manage the IT Operations budget
Project Management of IT Operation process improvements and infrastructure projects from inception to implementation and provide technical support and assistance as required with global strategic projects
Keep abreast of industry best practices and policies and lead HQ IT team and Country IT staff in active engagement with peer agencies, NetHope and other membership bodies within the INGO and wider technology sector
Communication & Change Management

Ensure timely information on KPIs, progress of workplans and reporting of incidents and progress of workplans etc. is provided to line manager and GOAL Management team
When deploying new and updated solutions, create and implement change management strategies and plans that maximize employee adoption, ownership and usage to drive faster take-up, higher ultimate utilization of features and proficiency with the changes that impact staff.
Serve as a subject matter liaison and training focal point to internal stakeholders on specific IT topics/issues.
Represent GOAL at selected forums, to promote and share GOAL project learnings, establish new partnerships
Team Management & Leadership

Management of HQ IT Operations team including coaching and continuous performance management.
Provide guidance, mentoring and support to Country IT teams, including coordination of weekly global IT team meetings
Assign individual responsibilities to the IT Operations team, with follow up and support as required to enable successful implementation

Requirements (Person Specification)


The successful candidate must be able to successfully prioritize and execute tasks, work to changing priorities and be a proactive communicator in this dynamic work environment.
Degree qualification in Information Technology or relevant field with a demonstrated commitment to ongoing professional development
5+ years’ experience in a complex technology environment
Experience of managing IT infrastructure across a complex organisation structure including Networking (LAN, WAN, Firewalls, Network Security, Wireless Networks), Windows Server, Active Directory topology and administration
Extensive Office 365 and Azure knowledge with demonstrable experience in solutions based on the Microsoft stack e.g. Microsoft Office 365, Microsoft PowerApps, Microsoft Flow, .Net, SQL, SharePoint, BPM tools, Dynamics Online, Data Migration Tools, PowerShell.
Demonstrated experience and solutions-driven approach suited to solving problems in across programme sites, in multiple geographic locations, with varying levels of IT infrastructure
Established track record in presenting to multiple stakeholders including excellent communication skills – verbal and written, and an ability to communicate complex technical issues clearly to none-technical staff
Proven ability to train, coach and mentor IT managers across a variety of location
Experience managing consultants/contractors/third party vendors and ensuring that they deliver as expected and represent value for money

Over 5 years Project management and change management experience, certification desirable including management of multiple projects simultaneously
Demonstrable experience developing and streamlining processes
Experience working in the humanitarian or development sectors
Languages (Arabic, French and Spanish) highly desirable
Willingness to travel to programme sites if required

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