Manager, Field Office IT Service Delivery

Tracking Code:6200

Job Description

PATH is an international organization that drives trans formative innovation to save lives and improve health, especially among women and children. We accelerate innovation across five platforms—vaccines, drugs, diagnostics, devices, and system and service innovations—that harness our entrepreneurial insight, scientific and public health expertise, and passion for health equity. By mobilizing partners around the world, we take innovation to scale, working alongside countries primarily in Africa and Asia to tackle their greatest health needs. Together, we deliver measurable results that disrupt the cycle of poor health.

 
The Manager, Field Office IT Service Delivery is a member of the IT leadership team and provides input for PATH’s IT service management; global network, security and server configurations; training; and IT process & controls. The role supports the implementation and adoption of enterprise solutions as PATH IT modernizes the software landscape. The Manager provides feedback to HQ IT on what IT can be doing better to adequately support the field in adopting new software systems. The Manager liaisons with the Software Development and Portfolio Management teams in IT to provide input for performance metrics, software release coordination, and end-user training. It also liaisons with local program officers and the International Operations team to ensure excellent service from IT.

PATH seeks  to recruit a Field Office IT Service Delivery Manager  who will have the responsibility for ensuring IT provides reliable, high quality end-user support of technology services and solutions to PATH’s international offices. Reporting to the Director, Global Infrastructure, this position balances the enterprise approach of HQ IT with the on-the-ground realities of the field offices to deliver quality IT services.  The role coordinates with engineering to ensure that technology solutions are well designed for the field offices, that the user-technology experience in the field is positive, and that the configurations of ICT solutions in the field meet PATH standards. This position directly manages a regionally-dispersed team of four Regional Systems Administrators (RSAs) and a variable number of program and country IT contractors and staff in Europe, Africa, and Asia. The position is based in Nairobi, Kenya.

Specific Duties and responsibilities:

• Assure high quality delivery and operation of all IT end-to-end IT services,  necessary to run the operations and support users according to system and network standards, and within established service levels in Africa, Asia, and Europe.
• Coordinate closely with Network and Systems Engineering to ensure global system and network standards are applied consistently and uniformly, and that network utilization is in compliance with PATH policies;
• Using PATH policies and standards, ensure the logical and physical security of infrastructure systems in PATH’s field offices.
• Maintain effective dialogue with PATH’s International Field Operations team and local project leaders and staff regarding upcoming projects, technical and team performance, and resolution of localized technology issues taken on by the team.
• Day to day management and technical guidance of Regional Systems Administrators in Nairobi, Geneva, Johannesburg, and Hanoi. Provide oversight and technical guidance for project IT staff in PATH other PATH offices in Africa.
• Coordinate with IT leadership on design of next-generation PATH field office infrastructure architecture, based on available, emerging, and supportable technologies (public and private) in these regions.
• Coordinate with IT Leadership to ensure appropriate content and level of communication for IT activities, releases, and issues in PATH’s regional offices.
• Coordinate with the Service Desk Manager to ensure adequate regional support for tier 1 incident and problem management.
• Coordinate with Software Development and Portfolio Management to provide input for the simplification of business technology landscape in PATH’s field offices.
• Participate in policy and procedure creation, development of training materials, and conduct training on IT topics in field offices.
• Oversee vendor management with regional ISPs, service providers, and other IT vendors to ensure delivery standards and cost controls; Advise the RSA team in administration of local vendors.
• Review and advise the RSA and HQ technology team on governmental regulations and policies as it impacts technology infrastructure and PATH operations in these regions.
• Ensure team expenditures are within budgeted limits.
• Perform hands-on configuration, commissioning, and troubleshooting of infrastructure on an as-needed basis to augment the regional technology team.
• Conduct Performance Management, career development, and yearly performance reviews for the individuals on this team.

Required Skills

• Proven customer-interface skills, with focus on excellent communications and follow up.
• Familiarity with hosted and managed (i.e. ‘cloud’) IT services is required. Direct experience with Sales force, SharePoint Online, Azure, or AWS in regional scenarios outside the US is preferred.
• Proven ability to guide and train non-technical individuals with regard to technical concepts.

• Ability to participate in real time meetings or technical discussions with PATH staff in the United States.
• Proven ability to work with team members from other cultures, exhibiting cultural sensitivity and awareness, and able to communicate across sociological and cultural boundaries.
• Strong oral and written communication skills in English.
• Willingness to travel up to 40%
  
  

Required Experience

Degree in  Information Technology (IT), Information systems, computer science, software engineering or related course from a recognized university; minimum of 4 years of experience in the role of a hands-on manager, managing regionally dispersed teams of varied cultures and backgrounds, minimum of 3 years of experience with ITSM and ITIL frameworks, proven experience implementing and running IT service management functions and ITIL based incident management. Minimum of 7 years in regional technology operations roles in networking and infrastructure, experience with software development practices, solutions, and methods preferred, proven experience as a champion for change control, proven ability to work with team members from other cultures, exhibiting cultural sensitivity and awareness, and able to communicate across sociological and cultural boundaries.

Advanced and proven work experience and technical competency in most, if not all of the following technologies or methodologies:

• VPN.
• WAN Acceleration.
• Cisco Networking Platforms & Configuration.
• Microsoft Windows Server and online services.
• Firewall Policy and Configuration.
• ISP Connectivity and Routing Concepts.
• Mobile Technologies.
• Citrix Networking and Virtualization Platforms & Configuration.
• Layer 1 Physical Networking.
• System Software Configuration and Deployment.
• WAN Monitoring and Trending.
• Technology Asset Tracking and Documentation.
  
  
  
  
  You must currently have legal authorization to work in Kenya.
  
  
  
  
  PATH is dedicated to diversity and is an equal opportunity employer.
  
  
  
  
  
  

Job Location:Nairobi, Nairobi, Kenya

Company Location:Kenya, Nairobi

Position Type:Full-Time/Regular

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