Head of Infrastructure

GENERAL CONTEXT:
Médecins Sans Frontières (MSF) is an international independent medical humanitarian action-driven organization, which offers assistance to populations in distress, to victims of natural or man-made disasters and to victims of armed conflict, without discrimination and irrespective of race, religion, creed or political affiliation. The MSF movement is built around five operational directorates supported by MSF’s 21 sections, 24 associations and other offices together worldwide.

The Spanish section of MSF was founded in 1986 in Barcelona. During the years it evolved in an Operational Centre with various Offices in Spain, Dakar, Nairobi and Amman, as well with a Branch Office in Portugal based in Lisbon.

The operations are implemented by field teams and the mission coordination teams, guided and supported by 5 Operational cells in different locations (Barcelona, Nairobi, Dakar, Amman and soon in Bogota), and an Emergency Unit based in Barcelona, as well as by different departments, including the Projects & IT Department.

GENERAL OBJECTIVE AND PLACE IN THE ORGANIZATION:
MAIN RESPONSABILITIES, FUNCTIONS AND TASKS:

- Define and manage IT Infrastructure, operation and user services from Central Services for Field and HQ, directing implementation of products and services under his/her area of responsibility, and ensuring the availability of the necessary tools for its operation.
- Ensure IT infrastructure and operation synergies are optimally enabled between HQ and Field, in order to guarantee optimal development of processes contributing to the efficiency and quality of the organization.
- Oversee the performance of Service Desk and documented resolutions identifying problem areas and delivering solutions to enhance quality of service and ensure business continuity.
- The technology area that will be coordinated by the Head of Infrastructure & Service Desk (I&SD) will be focused on transversal and HQ datacentres, storage, cloud infrastructures (IaaS), networks & telecom, systems operation (including Microsoft 365 environment), digital workplace, and user support services / service desk (mainly focused in HQ) although it might dynamically change based on Information & Technology strategies and operating model evolutions, organizational needs, or efficiency considerations.
- Jointly with the Projects & IT Lead and in collaboration with the Head of Field ICT, sets the vision and strategic approaches of the I&SD unit to maximize the success of MSF initiatives.
- Introduces innovative, differentiating infrastructure and IT operation and support capabilities that enhance overall OCBA setups and employee productivity.
- Works with the Projects & IT leadership team on the service portfolio and governance required to prioritize resources, including budget.
- Builds successful stakeholder relationships with key stakeholders in Projects & IT and OCBA departments and offices, by developing a clear understanding of needs, acting as a trusted advisor, and ensuring cost-effective delivery of technology and digital services to meet those needs.
- Ensures and supervises the involvement of I&SD teams in OCBA projects and services that require the expertise and/or the work of his/her teams, always looking for a collaborative approach with other areas to maximize success of MSF initiatives and investments.
- Develops and controls the annual I&SD budget to ensure that it's consistent with the overall strategic objectives of Projects & IT and MSF OCBA and is within plan. Creates a culture of continuous cost optimization.
- Develops a strategic mindset for the development of projects, products and services, closely working with other Projects & IT leaders in portfolio development and prioritization and ensuring the work of his/her teams is well organized based on added value for MSF.
- Collaborates with the Head of PMO & IT Governance and other key Projects & IT leaders in the evolution and management of the OCBA IT Service Management (ITSM) landscape, based on best-practice processes, disciplines, and related toolsets. This includes delivery of a comprehensive IT asset management program.
- Collaborates with the Head of Information Security to ensure I&SD contributes to, embraces, and applies information security/cybersecurity strategies, being a key actor in the execution of IT security operations.
- Operates a formal governance mechanism to establish and monitor effective controls for the processes and functions performed by I&SD teams. Supports periodic reviews by audit teams (including financial, DPO) as required.
- Actively works in the improvement of the awareness on the added value that the Infrastructure & Service Desk function provides for MSF OCBA, and continuously seeks to ensure alignment to the needs of users and departments.
- Ensures the development of a strong and diverse I&SD team, working actively in supporting the career progression of the teams, nurturing their development, and helping them