Global Head of IT Service and Operations

Global Head of IT Service and Operations

The humanitarian sector is shifting to a new reality. Digital services are now mission critical for us in almost all parts of our operations. We depend on them as those we serve depend on us.

With the Danish Refugee Council (DRC) you can accelerate your IT and digital service management acumen and expertise working with the most valuable vision: A dignified life for all displaced.

Our IT Service and Operations area is looking for a manager who puts the mission first and can involve and include global perspectives. You create engagement and foster collaboration, display openness, and curiosity, understanding and appreciation with an honest desire to deliver globally efficient support to DRC end users. You are eager to focus the team where we have most impact on the communities we serve.

You balance innovative approaches and versus streamlined and robust standardised IT processes. You actively communicate this to employees, peers, and stakeholders alike to ensure global alignment.

Who are we?
The Danish Refugee Council is working in hotspots in more than 40 countries. Over the past years, we have had a tremendous growth internationally. Successful ideation, development, and benefit realisation from new and existing solutions are key objectives in DRC. We must deliver the needed collaboration platforms for our colleagues to collaborate globally irrespective time and place and a robust and expanding ERP platform in Microsoft Dynamics.

In headquarters in Denmark, the global IT department consists of 50 colleagues in three teams.

As Head of IT Service and Operations, you will lead a team of 14 employees of whom five work remotely from Poland. Your staff includes IT System Administrators, Cloud Consultants, Microsoft 365 specialist, Security specialists, IT supporters and Student Workers.

You are part of Global IT Management with representation from our four regions and the HQ IT management team. You lead the Global IT Service & Operation coordination group - and leverage this to align on technology, tools, and process standards. You report to the Global Head of IT.

About the job
You have strong people skills and the necessary technical and process knowledge to drive services which meet the need of large organisation operating in the most difficult environments. Your ambition is that basic IT requirements of the organisation are delivered in Denmark and facilitated across our global organisation. You play an active ownership role of IT products and tools required for the full IT Service Management offering.

With your peers in Global IT Management, you will drive professionalisation and globalisation of the IT organisation. Our focus is that management structures are well defined, mandated, collaborative, functional & efficient, and driving strategic execution. Your main responsibilities will be to:

• Drive consolidation of IT service management tools and processes including successful global roll-out of new IT Service Management tool.
• Leveraging value of operational data through Power BI dashboards.

• Define operational plans for improvement across global infrastructure including cloud, connectivity, and hardware solution.
• Manage key vendors, attracting commercial interest and optimising our global IT licenses.
• Deliver an efficient and targeted IT security effort leveraging the tools available to DRC.
• Lead the operation and maintenance of DRC Azure Cloud infrastructure.
• Maintain global Microsoft 365 infrastructure for + 7.000 users.
• Ensure the continuous development and maintenance of desktop image and endpoint security.
• Attract and retain highly motivated and qualified IT staff with a leadership style aligned with the DRC culture and values.
• Engage as partner to stakeholders outside of the IT organisation, installing confidence with our deliverable, transparency in our approach, and aiding their safeguarding of data on people we protect.

About you
People management experience leading the IT Service & Operations area within an international organisation will help you succeed. You can leverage key IT service management tools and methodologies (ITIL, SAFe®), and show how to turn challenge into opportunity – with colleagues within and outside the IT organisation.

All employees should master DRC's core competencies: Communicating, Taking the lead, Collaborating, Striving for excellence, and Demonstrating integrity.

Moreover, we also expect the following:

Required

• Hold an academic degree.
• Managerial experience from similar position in IT Service Management.
• Customer focus and drive for cross cultural collaboration and engagement.
• Drive towards goals and outcomes.
• Be persistent, resilient, and structured.
• Open and inclusive management style.

• Demonstrated ability in coaching and developing both experienced employees as well as bringing less experienced employees fast to strong performance levels.
• Have strong oral and written communication skills.
• Fluency in written and spoken English.

Desirable

• Knowledge of the ITIL framework and experience from ITIL implementation projects.
• SAFe® certification.
• IT Security certification.
• NGO-experience.
• Knowledge of French and Danish is desirable.

We offer
A great workplace in central Copenhagen easily accessible by public transport. While we trust that meeting physically strengthens common culture, innovation power, relationships, and collaboration, we offer the opportunity to flexibly work from home when the tasks do not require presence in the office. We are a global organisation where virtual is the norm.

Contract length: Permanent.

Workplace: Borgergade 10, Copenhagen, Denmark

Start date: When the right candidate is identified.

Salary and conditions will be in accordance with the agreement between DRC and Lederaftalen (management agreement) which is available at lederne.dk. This is contractually a national position for which local Danish terms and conditions apply.

Application process
All applicants must send a cover letter and an updated CV in English. Apply online at job.drc.ngo.

Closing date for applications: 31 May 2024. Due to the urgency in filling this role, we will conduct interviews on a running basis and will close for applications early if the right candidate presents itself.

Further information
For questions regarding the vacancy please contact Steffen Kølbek ([email protected]), CIO and Global Head of IT.

For further information about the Danish Refugee Council, please consult our website drc.ngo.

Department:
Borgergade 10, 1300 København, Copenhagen

Location: Copenhagen

Application deadline: 31 May 2024