Stellenbeschreibung:

About the organization

ACLED is an independent, impartial conflict monitor providing real-time data and analysis on violent conflict and protest in all countries and territories across the world. Our material is regularly used to inform journalism, academic research, policymaking, and public discourse on conflict. We’re proud that ACLED is the most widely used source for real-time data and analysis on political violence and protest around the world.

Further information on ACLED is available online at acleddata.com.


The role

ACLED is recruiting an IT Service Management (ITSM) Manager to oversee the delivery, improvement, and governance of IT services across the organization. This role ensures that IT services are reliable, secure, and aligned with ACLED’s business and operational objectives. The postholder will manage both internal support staff and external service providers, lead ITSM projects, and champion service quality, vendor compliance, and user satisfaction.

The position reports to the Head of Technology and Architecture. This position is fully remote and can be done from any location with reliable internet service, so candidates from all locations are encouraged to apply. It is open to nationals of any country, excluding those explicitly listed on the Applicants FAQ. This position sits in the Technology and Architecture department and has no direct reports.

This position is advertised as ITSM Manager; however, applicants with less experience may be considered for an ITSM Coordinator role.

Please submit your salary range for consideration.


Tasks and responsibilities

The IT Service Management (ITSM) Manager will be responsible for the following tasks:
IT service delivery & operations:
• Oversee day-to-day operations of IT services, ensuring continuous support for end users.
• Manage the internal IT Officer who delivers first-line support and assists with ITSM projects (e.g., Intune deployment, SSO enablement).
• Serve as the primary liaison with the external ITSM vendor, monitoring SLA compliance and service quality.
• Maintain the Configuration Management Database (CMDB) and manage asset lifecycle records.
• Implement and improve ITIL-based practices across:
  • Incident and Problem Management.
  • Service Request Fulfilment.
  • Configuration and Knowledge Management.
  • Service-Level Management.

ITSM Projects & Change Management:
• Lead and coordinate key ITSM projects such as mobile device management (MDM), identity management, and endpoint security.
• Ensure project delivery adheres to PRINCE2 methodology, while incorporating Agile practices (e.g. Scrum) for iterative improvements.

Policy, Governance, and Training:
• Oversee and maintain IT service policies in coordination with the HoTA, including but not limited to: information security; acceptable use policies; AI usage guidelines, etc.
• Ensure policies are reviewed regularly and updated in line with regulatory, operational, and technical changes.
• Develop and deliver training sessions and internal communications to promote awareness and compliance across all teams.
• Serve as a point of contact for policy-related inquiries and escalation, ensuring alignment with ACLED’s risk management framework.

Vendor and Contract Management:
• Manage service vendor relationships, including contract administration, performance evaluation, and issue resolution.
• Conduct vendor service reviews and manage renewals or procurement processes in alignment with internal policy.
• Manage the relationship with the Device-as-a-Service provider, ensuring asset lifecycle support, timely replacements, and alignment with security standards.
• Oversee software and service licence management, including renewals, compliance tracking, usage optimisation, and vendor negotiations.

Strategic Support & Funding:
• Support the Head of Technology and Architecture in identifying and applying for IT-focused grants and funding opportunities relevant to NGOs.
• Provide insight into service innovation opportunities that enhance ACLED’s technical capabilities and operational resilience.
• Implement governance practices for software licensing and hardware lifecycle management to support cost transparency, risk mitigation, and audit readiness.


Skills and competencies

ACLED is seeking applicants who have the following skills and experience:
• Minimum 5 years of professional experience in IT service delivery or service management.
• Strong understanding and practical application of ITIL (v3 or v4) – Certification will be an advantage.
• Familiarity with managing service desk tools and ITSM platforms.
• Experience overseeing external vendors and contracts.
• Demonstrated ability to manage Agile workflows and/or hold a Scrum Master certification.
• Knowledge of PRINCE2 project management framework.
• Experience leading projects involving Microsoft Intune, Google Workspace, SSO, or related technologies.
• Strong communication skills and ability to collaborate with non-technical stakeholders.
• Experience working in a distributed, multicultural, and mission-driven environment.
• University degree in Information Technology, Computer Science, or a related field.

The following skills are preferred:
• Familiarity with TOGAF or enterprise architecture principles.
• Experience with NGO or humanitarian sector operations.
• Knowledge of NGO-focused funding and proposal development is a plus.


Applications:

To apply, please submit a CV and cover letter detailing qualifications and experience.

Applications will be reviewed on a rolling basis. Interested candidates are advised to apply early.

This position is advertised as ITSM Manager; however, applicants with less experience may be considered for an ITSM Coordinator role.

NOTE / HINWEIS:

EN: Please refer to Fuchsjobs for the source of your application

DE: Bitte erwähne Fuchsjobs, als Quelle Deiner Bewerbung