Manager, Regional Information, Communications and Technology Systems

Central Asia | North Africa and Middle East
Apply by 30 June 2018
Mid-level , Full-time staff position
Posted on 31 May 2018

Job Description

Job Title: Manager, Regional Information, Communications & Technology Systems

Location: To be determined

Reports to: DRD/MQ

Department: EMECA

Interested applicants should send their CV and cover letters to:

Job Summary:

The Regional ICT Manager provides leadership for the planning, deployment, capacity building, adoption, operational excellence, support, maintenance, and enhancement of global, regional, and country program ICT systems inclusive of those used in field projects (ICT4D). The Regional ICT Manager is accountable for ensuring that the regional ICT needs, both in terms of technical solutions and staff and partner capacity, are met and that agency ICT standards and solutions are adopted within the region.

The Regional ICT Manager has direct accountability to the Deputy Regional Director for Management Quality (DRD/MQ), and works in a matrix relationship with the Deputy Regional Director for Program Quality (DRD/PQ) and Global Knowledge and Information Management (GKIM) leadership. The Regional ICT Manager develops plans with GKIM, Regional Management, and Country Program Management teams to align global, regional, and country level ICT initiatives. Success is evaluated based on performance in meeting those objectives by the DRD/MQ with input from the DRD/PQ, GKIM, and Country Program leadership.

Job Responsibilities:

  • New Solution Adoption
    • Provide oversight, guidance, and support for the transition of new systems and system changes to the production environment.
    • Supports the implementation of CRS’ organizational change strategy.
    • Partners with GKIM to assess and develop strategies to address the impact of global ICT initiatives on regional activity.
    • Develop plans for the deployment, training, adoption, operation, support, maintenance and enhancement of regional and country program ICT and ICT4D systems.
    • Collaborates with GKIM and all stakeholders to define standards worldwide.

  1. Supporting Anticipated Regional ICT Needs
    • Work with CRS Regional and Country Program leaders to identify opportunities to improve field operations business processes through the use of ICT systems.
    • Provide strategic guidance on regional system acquisitions to ensure alignment with CRS’ global strategy and objectives,
    • Effectively leverages CRS’ ICT alliances and agreements.
    • Works with Regional, country program staff and partners to understand the agency ICT strategy and lay the foundation for strategic priorities.
    • Partners with GKIM leadership to assess and develop strategies to enhance country program ICT staff service levels.
    • Develop budgets and plans to address regional needs. Provide budget guidance, review budget estimates, and recommend approval.
    • Maintain the regional ICT portfolio and represent ICT value and trends.

  • ICT4D Adoption and Portfolio Oversight
    • Oversee and lay the foundation for successful implementation of ICT4D in the region.
    • Partners with program staff and GKIM to provide leadership for the alignment, integration and support of ICT4D solutions in program implementation.
    • Ensures the staff, capacity and processes are in place within the region to successfully integrate and support ICT4D solutions.
    • Provide information and guidance to Country Programs to enhance staff understanding of the use and benefits of ICT4D solutions in programs.
    • Maintain and regularly communicate the regional ICT4D portfolio and represent ICT4D value and trends to regional, country program and GKIM leadership.
  • Staff Development
    • Partners with Human Resources, GKIM, and Regional management to assess digital literacy of Regional and Country Program staff and define capacity building plans to address gaps.
    • Develop ICT staff capacity with the skills to support CRS programs, and to leverage global ICT policies, procedures, standards and best practice.
    • Develop ICT staff capacity with the skills to integrate and support ICT4D solutions.
    • Partners with regional technical advisors to develop an awareness of the value and trends of ICT4D in their sectors.
    • Provides leadership to ensure that Country Program staff can effectively leverage CRS available ICT resources and technology tools (such as core communication, collaboration and productivity tools)
    • Support Country Program management staff in recruiting, hiring, and evaluating ICT staff.
    • Inspire ICT staff to actively engage in the Global ICT community and encourage their contribution to and use of its resources.
    • Partner with ICT community in setting global ICT objectives and localizing the goals for regional and country program context.
    • Support the country program in evaluating ICT staff performance in the region.
  • Information Sharing and Knowledge Management
    • Provides monthly service reports, business activity and risks reports, including ICT4D, to regional, country program management and global ICT leadership
    • Promotes communication and collaboration between GKIM, ICT teams, and the agency.
  • Support adoption of agency knowledge management systems
  • Engage ICT teams in writing knowledge base or technical guides for specific systems, incidents resolutions or “How To” documents.
  • Promote knowledge exchange between regions through shared experiences, trainings, etc.
  • System Operations
  • Ensure Country Programs have established and tested disaster recovery, compliance, and security strategies.
  • Lead and promote CRS data privacy, information security and business continuance strategies.
  • Align regional system operations, maintenance and support strategies with CRS priorities.
  • Identify and resolve service issues.
  • Seek support from the Global ICT community when necessary to maintain adequate service levels.
  • Manage CRS’ relationship with local suppliers and vendors. Negotiate agreements, provide information updates and assist in problem resolution.
  • Establish and support CRS ICT policy and standards.
  • Ensure that global CRS ICT standards are up-to-date, adopted, and followed across the region.

Key Working Relationships:

External: Consortiums focused on ICT/ICT4D within the non-profit sector. NetHope and ICT leaders of other NGO’s and consortiums focused on use of ICT in the relief and development sector. CRS Partners.

Internal: Members of GKIM, leaders of CRS’ regional and country program organizations, CRS Senior Managers and Executives, and owners of CRS business systems. CP ICT staff, HoOPs, HoPs, CRs and RTAs


  • University degree in Computer Science required or any equivalent combination of training and experience.
  • 7 or more years of progressively responsible related professional experience, including remote leadership of people.
  • Experience in implementing, operating, maintaining, and supporting complex systems employing system life cycles and best practices such as those embodied in ITL and ISO 9000 standards and SEI Capability maturity models.
  • Requires understanding of project management methodologies and tools with prior exposure to project management practices.
  • Requires knowledge of outsourcing methodologies and operating models, and working with professional services firms.
  • Requires knowledge of ICT4D concepts and tools including mobile data collection, mobile financial services, data analytics, and spatial analysis
  • Strong cross-cultural skills and customer orientation.
  • Strong interpersonal, relationship, and leadership skills.
  • Able to work at all levels in an organization.
  • Knowledge of the general directions of the ICT industry (evolving products, services etc) along with a thorough understanding of the technical details.
  • Excellent written and oral English communication skills. Ability to express technical ideas and concerns in a non-technical manner.
  • Demonstrated facilitation, training, and organizational change skills.
  • Able to work independently, following the framework of well-established CRS ICT guidelines and policies.

Mental/Physical Requirements:

  • Regularly required to sit at a desk; work at a computer; type.
  • Occasionally lifts, carries, and /or moves objects weighing less than 25 pounds.
  • Ability to make decisions which have significant impact on the department’s credibility, operations, and services.
  • 50% travel is required.


Understanding the Organization

  • Communicate effectively with business representatives and influence senior managers.
  • Operate within a matrix organization.

Focusing on Action and Outcomes

  • Ability to make data –driven decisions which have significant impact on the operations and services.
  • Strong inter-personal and group/team process skills, problem-solving and judgment skills.
  • Strong leadership and management skills.

Inspiring Others

  • Strong motivation skills.
  • Demonstrated commitment to organizational learning and development.
  • Excellent communications skills: written, oral, presentation and listening.

Promotes Stewardship of Resources

  • Models accountability and transparency in the use of CRS resources.
  • Strategizes to increase cost effectiveness and efficiencies in business processes.
  • Ensures staff is equipped with suitable ICT tools to run an effective and competitive program.
  • Strategizes to resolve issues revealed through careful monitoring.

Ensures Principled Compliance

  • Models appropriate application of current ICT policies, procedures, standards, regulations and laws.
  • Ensures a thorough understanding of compliance requirements by staff and managers.
  • Verifies systems to ensure alignment with ICT policies and regulations.
  • Works with the team to oversee the application of ICT policies and regulations.
  • Evaluates and aligns internal ICT control systems with agency standards and relevant regulations and laws.

Leads Operational Improvements

  • Participates in communities of practice to share and implement best practices.
  • Collaborates to alleviate bottlenecks in the country program business processes.
  • Discerns change necessary to improve program effectiveness and efficiency.
  • Addresses the ICT/ICT4D training needs of the country program in collaboration with the management team.

Language Required:

Must be fluent in written and spoken English, and required fluency in one or more region-specific languages.

Disclaimer Clause:

This job description is not an exhaustive list of the skill, effort, duties and responsibilities associated with this position.


Must be authorized to work in work location country at time of application. This position will be based in one of the following countries: Afghanistan, Bosnia, Egypt, Lebanon or Iraq. Host country national applicants from these countries in particular are strongly encouraged to apply.

Interested applicants should send their CV and cover letters to:

Equal Opportunity Employer

About the Organization

Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. Our Catholic identity is at the heart of our mission and operations. We welcome as a part of our staff and as partners people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS programs improve the lives of nearly 100 million people in 93 countries. In
emergency response, agriculture, education, food security, health, HIV and AIDS,
microfinance, peacebuilding, water/sanitation and policy change—the scope of our
work is global, with large-scale results.