Program Manager MSF Shared IT Services (SITS)

Position: Program Manager

Location: Prague, Czech Republic

Contract: 12 months with the possibility of extension, full time position

Starting date: ASAP

Salary: Based on NGO salary principles

Deadline for applications: 26 December 2017


Médecins Sans Frontières (MSF) is an international, independent, medical humanitarian organisation that delivers emergency aid to people affected by armed conflict, epidemics, healthcare exclusion and natural disasters. MSF offers assistance to people based only on need and irrespective of race, religion, gender or political affiliation.

MSF International is the legal entity that binds MSF’s 21 sections, 24 associations and other offices together (the Movement). Based in Geneva, MSF International provides coordination, information and support to the MSF Movement, as well as implementing international projects and initiatives as requested. MSF International also provides administrative support to the MSF Access Campaign.



The MSF movement is an international collaboration of 21 sections, 12 Branch offices, five Operational Centres (OCs) and three supply centres worldwide. The five OCs each manage a portfolio of field projects out of their offices in Amsterdam, Barcelona, Brussels, Geneva and Paris.

There are as many IT departments in MSF as sections, which make 21 in total. Together, they support over 17,000 system users spread over our offices and missions across the globe. Although the 21 sections operate autonomously (in principle), IT strives to maximize interoperability and share resources to the full extent.

Over the last several months, MSF has been looking for synergies, to gain in efficiency and mainly improve end user experience around IT services through the implementation of a Shared Service Centre. After an extensive opportunity assessment and subsequent business case, the Executive Committee of MSF has decided to move on with the implementation of the Shared Service Centre for IT support (MSF SITS) in Prague, Czech Republic.

You will be setting up your support team, based in Prague, Czech Republic, collaborating with the various MSF offices in the world, and you will be working in a cross-cultural environment.



Inside the MSF International Office, you will be the leader of the MSF SITS Program

Team, you will be based in Prague, Czech Republic and you will report directly to the Program Board. You will need to interact actively with MSF end users and managers in all MSF sections.



Under the responsibility of the SITS Board, the SITS Program Manager will lead the Implementation of the MSF Shared Service Centre for IT Services until it is up and running.



The SITS Program Manager will manage the delivery agreed upon for the following set of activities with the aim of presenting to the Executive Committee of MSF a way forward regarding the Shared Service Centre implementation for IT services. The main activities of this assignment are:

  • Select and hire the project team to work on the following topics:
  • Develop HR processes and salary grid, in line with general MSF practices
  • Select and furnish the office space, including the secure SITS infrastructure, in line with GDPR requirements
  • Set up the legal entity in collaboration with MSF Legal
  • Develop SLA’s, KPI’s and reporting & analysis standards
  • Responsible for interaction with third party suppliers
  • Responsible for interaction with MSF sections to plan a pilot for migration of MSF’s global O365 support
  • Interact with other MSF transversal and international projects for planning the support
  • Keep the MSF Movement up to date with relevant, actual and timely communications
  • Select and implement the necessary IT tools for running the SITS (ITSM, monitoring, contact centre, etc.)
  • Preparation and hiring of the relevant profiles for the running of the SITS
  • Review and adjust the service deployment roadmap for future services deployment

The MSF SITS program manager will provide administrative and functional direction to the project team, which includes a PMO/Communication officer and project stream leads (to be recruited) and potential third party.



The role requires an experienced, autonomous Manager, who is adept at identifying business requirements, who is used to producing organizational requirements and who has worked in complex decentralized environments. Therefore, we are looking for an enthusiastic candidate who has solid experience in leading and managing large transformation projects in an international setting.

You will have at least 10 years’ experience in managing projects of which leading and managing a complex stakeholder landscape is an important part. You will be required to have a good understanding and experience of shared service centre principles. You will have strong communication and stakeholder management skills as well as a service-oriented attitude. Functioning in an international environment, an excellent command of English and an ability to travel are essential, Czech language skills are an asset.

Competences required

  • Genuine interest in, understanding of, and commitment to the humanitarian principles and challenges of MSF
  • Ability to establish and maintain effective relationships and partnerships with key stakeholders
  • Ability to understand the needs and constraints of operations and to navigate in a decentralized governance environment
  • Ability to define operating models, process mapping and service level
  • Ability to adapt to changing circumstances, contexts, tasks, responsibilities and people
  • Analytical skills, numerical understanding, reasoning and creativity predominate
  • Strong communication, presentation and diplomacy skills
  • Strong analytical and problem solving skills
  • Ability to develop and maintain relationships at different levels of the organization
  • Service oriented
  • Result oriented

Experience required

  • 10 years of experience in Service Delivery
  • Experience in implementing or running an IT shared service centre
  • Experience within MSF or another humanitarian organization will be an asset
  • Fluency in English, written and spoken
  • Masters or Bachelor degree in computer science or related field
  • The position requires a fair amount of travel (up to 50%), mainly in the operation centres headquarters, but potentially also in other partner sections and for field visits.


Specific requirements

You are a self-starter with excellent verbal and written communication skills. You are comfortable interfacing with our MSF management on a daily basis, as this role requires daily interaction with our internal Stakeholders at many levels. Entrepreneurial spirit and knowledge of agile working is highly recommended.

Strong written and verbal communication in English, presentation and diplomacy skills, client service and technical writing skills, coupled with a genuine interest in, understanding of, and commitment to the humanitarian principles and challenges of MSF.

Location: Prague, Czech Republic

Contract: 12 months with the possibility of extension, full time position

Starting date: ASAP

Deadline for applications: 26 December 2017


Candidates must already have the right to work in Europe

Please submit all applications only by email to: stating Program Manager Shared IT Servicesin the title.

Please submit only one file containing your CV and cover letter and name the file with your last name.

- Only short-listed candidates will be contacted -