Service Delivery Manager at International Committee of the Red Cross (ICRC)

• The 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, the incumbent is responsible for the overall accounting data produced and/or validated by the regions or delegations under their responsibility, in compliance with internal procedures. Acts as the manager for the accounting activities of the regions or delegations under their responsibility. The incumbent is responsible for the accuracy and completeness of the financial closing and reporting of accounts of the regions/delegations under their area of responsibility.

Accountabilities & Functional responsibilities

• Service Delivery
• Responsible for service delivery and business continuity for the regions and delegations under their responsibility;
• Identifies and prioritizes service improvements and propose changes;
• Manages the service cost’s budget and escalate timely to the supervisor when there is over or under implementation;
• Ensures that the provisions in the service level agreement and Statement of Work 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 their 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);
• Performs high level integrity checks of accounting entries and account balances for the regions and delegations under their responsibility;  
• Oversees the maintenance of sound accounting documentation to meet external and internal audit requirements for all regions and delegations under their responsibility;
• Oversees the annual and monthly closing activities both in terms of meeting deadlines and ensuring quality of accounting data for several regions and delegations; 
• Oversees the accurate bookkeeping and archiving with appropriate supporting documents for several regions and delegations;
• Offers solution to any reported anomalies or other issues on timely basis and escalate it to his/her supervisor if the case is complex.

Additional Duties

• Accountable for the support and training to the finance and non- finance teams in the regions and delegations/sites under their 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 their 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

• Bachelor’s degree in finance, Accounting, Commerce, Economics, or a related discipline;
• CPA-K (Certified Public Accountant) credential in active and 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;
• 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 change management, managing critical clients and good negotiation skills;
• 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.