Service Delivery Manager

Human Resources Finance & Economy Admin

Overview

Oversee service delivery and manage accounting functions for regions.

You have:

• Bachelor’s degree in finance, Accounting, Commerce, Economics, or a related discipline;
• CPA-K (Certified Public Accountant) credential in active and in good standing;
• Minimum 8 -10 years’ experience in Accounting/Finance position;
• Minimum 3 - 4 years’ leading/managing a team in a shared service centre;
• Sound knowledge and experience in ERP (JD Edwards and PeopleSoft);
• Certification in Lean management / Lean Six sigma at Green/Black belt level will be an advantage;
• Experience in process mapping, analysis, and quality reviews;
• Experience in change management, managing critical clients and good negotiation skills;
• Experience in managing regional accounting is a strong asset;
• Experience in establishing goals, Key performance indicators (KPIs) and SLAs;
• Knowledge of internal control systems and best practices in financial accounting.

Contract

This is a Fixed Term contract. More about Fixed Term contracts.

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose

The Service Delivery Manager 1 oversees specialized functional support teams. The role involves managing service delivery, promoting customer satisfaction, implementing process improvements, and ensuring adherence to service level agreements (SLAs) and regulations. Additionally, the service delivery manager 1 collaborates with various stakeholders to refine processes and manage budgets, ensuring the overall efficiency and quality.

On the functional side as an Accounting Manager 2, the incumbent is responsible for the overall accounting data produced and/or validated by the regions or delegations under their responsibility, in compliance with internal procedures. Acts as the manager for the accounting activities of the regions or delegations under their responsibility. The incumbent is responsible for the accuracy and completeness of the financial closing and reporting of accounts of the regions/delegations under their area of responsibility.

Accountabilities & Functional responsibilities

Service Delivery

• Responsible for service delivery and business continuity for the regions and delegations under their responsibility; • Identifies and prioritizes service improvements and propose changes; • Manages the service cost’s budget and escalate timely to the supervisor when there is over or under implementation; • Ensures that the provisions in the service level agreement and Statement of Work are fully implemented and maintains an updated catalogue of services; • Establishes the appropriate governance for managing SLAs and service performance (KPIs) with the stakeholders; • Manages the capacity required to deliver the services within the service catalogue and ensures customer satisfaction.

Functional Delivery • Overall accountable for the quality and accuracy of the accounting data entry and reporting for the regions/delegations under their area of responsibility; • Supervises a pool of Accounting Managers supporting several regions/delegations; • Ensures seamless and accurate communication flow among the accounting managers, accountants, and the client regions/delegations; • Designs, writes, and implement an internal control system that guarantees reliable accounting data and their compliance with legal and international financial reporting standards (IFRS); • Performs high level integrity checks of accounting entries and account balances for the regions and delegations under their responsibility; • Oversees the maintenance of sound accounting documentation to meet external and internal audit requirements for all regions and delegations under their responsibility; • Oversees the annual and monthly closing activities both in terms of meeting deadlines and ensuring quality of accounting data for several regions and delegations; • Oversees the accurate bookkeeping and archiving with appropriate supporting documents for several regions and delegations; • Offers solution to any reported anomalies or other issues on timely basis and escalate it to his/her supervisor if the case is complex.

Additional Duties

• Accountable for the support and training to the finance and non- finance teams in the regions and delegations/sites under their area of responsibility; • Oversees the work on the accounting comments (pre/post-closing comments, CTM Quarterly Comments, Distribution Tracking, Inventory, etc) and coordinate the replies with the regions and delegation/site under their responsibility.

People management responsibilities

• Understands and supervises the Performance Management & Development (PMD) activities for employees under their supervision; • Makes sure that deadlines for the PMD cycle are met; • Engages in ongoing and continuous feedback and support, particularly for employees under their supervision, but also other staff members; • Organizes regular meetings within their team to ensure optimal coordination of the work and proper flow of information; • Ensures that job descriptions for employees under their supervision are up to date; seeks feedback and support from the HR Department if needed; • Plans and coordinates the annual leave of the employees under their supervision ensuring continuity of the operations throughout the year and making sure that there are no outstanding holiday balances at the end of the year; • Coordinates and supports the employees under their supervision in their personal development by coaching and advising them on internal and external training and development possibilities.

Selection Requirements

• Bachelor’s degree in finance, Accounting, Commerce, Economics, or a related discipline; • CPA-K (Certified Public Accountant) credential in active and in good standing; • Minimum 8 -10 years’ experience in Accounting/Finance position; • Minimum 3 - 4 years’ leading/managing a team in a shared service centre; • Sound knowledge and experience in ERP (JD Edwards and PeopleSoft); • Certification in Lean management / Lean Six sigma at Green/Black belt level will be an advantage; • Experience in process mapping, analysis, and quality reviews; • Experience in change management, managing critical clients and good negotiation skills; • Experience in managing regional accounting is a strong asset; • Experience in establishing goals, Key performance indicators (KPIs) and SLAs; • Knowledge of internal control systems and best practices in financial accounting.

What we offer

• Diverse and humanitarian-minded workforce; • An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide; • Training opportunities ; • Flexible work schedule.

Our values

• At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.

Additional information

• Location: Nairobi – Kenya (Kenyan Resident National Position)
• Type of Contract: 1-year Fixed term contract (renewable subject to Budget discussion and performance)
• Application deadline: 12/05/2025

ICRC does not charge a fee at any stage of the recruitment process. All applications are free for all candidates, and no one should require any payment or compensation during the recruitment process. May the candidate be asked for any fee, they must report to ICRC HR Department through the recruitment contact.

In processing your personal data for recruitment purposes, we follow the information notice as explained HERE.

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Potential interview questions

Added 1 year ago - Updated 1 year ago - Source: careers.icrc.org