Regional ICT Manager EA & Yemen at Norwegian Refugee Council

• The purpose of the Regional ICT Manager position is to support the country offices in implementation of ICT strategy. They are a critical bridge between the global and local teams, contributing to both. The work may involve standardizing and improving infrastructure, deploying digital initiatives, tools and systems and ensuing that it’s all done in accordance with NRC global ICT policies, guidance and procedures within the East Africa and Yemen Region. The Regional ICT Manager is also responsible for ICT performance quality and compliance control.

Role and responsibilities

The following is a brief description of the role.

Generic responsibilities (max 10)

• These responsibilities shall be the same for all positions with the same title. The responsibilities shall be short and essential. Details belong in the Work and Development plan.
• Lead the development of regional ICT strategy and implementation of the global ICT strategy and be at the heart of using technology in delivery of NRC programmes
• Development and implementation of the NRC ICT guidelines and procedures at regional (RO) and country (CO) level
• Accountable for compliance to ICT policy including minimum standards and information security
• Responsible for leading and facilitating the roll out and use of Global ICT Developments across the Region and CO level
• Management of ICT staff at regional office
• Support training, control and development of ICT staff in RO and CO
• Strategic input to Country ICT strategies including through carrying out compliance check in collaboration with Global ICT team and ensuring that these are used to develop ICT strategies and priorities
• Communicate and cooperate with relevant external ICT actors ( Nethope, ISP)
• Drive the Regional Management Team (RMT) into technology-oriented systems thinking in strategic discussions and implement a culture of ICT-centred decision making and be an agent of technology change in the RMT.
• Manage performance and staff development of regional ICT staff and Technical roles including participation in the recruitment of most senior ICT staff in Countries.

Specific responsibilities

• These responsibilities shall be adapted to the particularities of the job location and context, phase of operation, strategic focus and type of intervention. This section shall be revised whenever a new employee is hired or the context changes significantly.
• Design and develop solutions and advise country management in selecting the best solution to meet program teams’ needs
• Be the go-to person in the EA&Y Region who understands which particular program innovation activities are being carried out in which particular country and how that can be rolled out to other countries
• Conduct various trainings and also capacity building of ICT Teams in the countries
• Lead Regional office with launch of digital initiatives
• Supports decision making within the management team by communicating complex ICT technical ideas and problems clearly
• Providing the region with relevant digital solutions that assists the office in working more efficiently at the same time saving on costs and time
• Ensure technology standards within the region are maintained to a high specification by standardizing ICT equipment, software and systems, and developing SOPs that ensure adherence to them
• Ensure that the connectivity and infrastructure status in all offices is sufficient to support the NRC online resources.
• Responsible for analysis of current and future “business demand” and translate this into clear ICT requirements and plans at regional level
• Responsible for implementation of regional specific ICT technical SOPs, guidelines ad tools in line with global ICT standards, policies and guidelines
• Accountable for the implementation of the global ICT initiatives/tools/system within the region
• Ensure adequate security standards (e.g. CIS) are applied to all applications and/or locally developed solutions in the region
• Ensure proper backup mechanisms and disaster recovery procedures for the ICT platforms at regional level
• Participate in global ICT work streams/projects, to identify, evaluate and deploy common global solutions, when relevant
• Provide support in recruitment and on-boarding of new ICT staff within the region
• Facilitate the procurement process for the ICT equipment and tools within the EA&Y region
• Document the lessons-learned and knowledge acquired with the ICT innovation initiatives in the region to contribute to improve the internal process and digital transformation across NRC
• Keep up to date with functionality and operation of new products, systems, or equipment
• Collaborate with Global ICT and be the focal point on all information-security related issues within the region, including incidents, incident management, user awareness campaigns and testing of new solutions.

Critical interfaces

• By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:
• CO ICT Coordinators, CO Heads of Support and Country Directors
• CO digital program focal point
• Regional Program and Support units
• Regional ICT in other NRC regions
• Global ICT Team
• Global Field Operation (FO) Team on Digital Programming
• Recruitment and capacity development: CO/RO HR
• Security CO/RO
• Scale and scope of position
• Staff: Regional ICT Staff, matrix management of COs ICT staff.
• Stakeholders: Key external stakeholders the post has relationships with ICT vendors and suppliers, NetHope, INGOs, UN Agencies, local NGOs, civil society, governmental bodies for ICT matters at Country, regional and global level.
• Budgets: N/A
• Information: Brief description of the information resources the post holder is responsible for at CO level: MS 0365, ServiceDesk System (Freshservice), Core (Open Source stack), Cycles (Salesforce), People (Oracle), MS Azure, SSO (Okta), Windows and Linux local servers for Country applications.
• Legal or compliance: Support the Data protection compliance according to the NRC Policies and European regulation (GDPR) as well as local law on each county of Latin America sub-region.

Competencies

• Competencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following two categories:

Professional competencies

• These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies:

• Minimum 4 years of experience from working in similar role, in a humanitarian/recovery context or the private sector.
• Experience from working in complex and volatile contexts
• Technical ICT expertise
• Documented results related to the position’s responsibilities
• Knowledge about own leadership skills/profile
• Fluency in English, both written and verbal

Context/ Specific skills, knowledge and experience:

Project management skills

• Knowledge of the central and East Africa region is a plus
• Knowledge and experience with in ICT tools as: O365 and Microsoft Azure environment, Microsoft Windows server, Windows10, Antivirus Software: F-Secure, Service Desk Solutions, Backups and DRP, MySQL and SQL databases, Salesforce, PaaS, SaaS, Networking: Cisco Meraki Network devices and platform, TCP/IP, LAN/WAN.
• Documented Knowledge of coding languages.

Behavioural competencies (max 6)

These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies, and the following are essential for this position:

• Strategic thinking and understanding of CO structures and ambition
• Empowering and building trust
• Managing performance and development
• Managing resources to optimise results
• Relational capacity with other departments to understand and frame the “wider” role of ICT