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Service Delivery Manager - Administrative and Information Management Support

Međunarodni komitet Crvenog krsta



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The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization that works to protect and assist people affected by armed conflict and other situations of violence. To find out more about ICRC mission and its activities visit www.icrc.org

The Service Delivery Manager is responsible for the set-up of the new Administrative & Information Management (IM) service within the ICRC Belgrade Shared Services Centre (BSSC), in close collaboration with respective focal points in BSSC and Geneva. S/he will ensure proper and timely functional administrative and IM support is provided to stakeholders in the Resource Mobilization and Operations divisions. S/he will lead a team of Assistant & IM Officers and bring in his/her long-standing experience in management and IM support to effectively coordinate the team, ensure the quality of the service delivery, and be a driver for constant improvement of business processes and workflows.

The Belgrade Shared Services Center is looking for a suitable candidate to fill the following position:  Service Delivery Manager -Administrative and Information Management Support, (location Belgrade)


  • Responsible for the set-up of the service delivery model of Administrative & Information management support
  • Leads the establishment of a Service Level Agreement (SLA) with stakeholders and clients in order to clearly define roles and responsibilities as well as expectations
  • Establishes Key Performance Indicators (KPI) to define the service and team’s objectives
  • Is in charge of the service’s governance, engages with experts, business process owners and clients to identify and explore improvement areas
  • Continuously improves and optimizes business processes, implements changes and ensures that related documentation is up-to-date
  • Manages close relationship with clients at the highest quality level and ensures that the work between different teams at different locations is coordinated
  • Supervises, monitors and regularly reports on the performance of the team, seeks feedback from internal clients to ensure that the team delivers high-quality services, and makes adjustments to the division of tasks as required
  • Ensures that the team is briefed and/or trained on information management, written protocols and correspondence
  • Mentors and coaches her/his team to apply the most appropriate lean tools and techniques
  • Ensures information flows are coherent and efficient, that institutional policies and procedures are updated and applied, and that users are properly briefed and trained


  • University degree in Business Administration, Economics, Management; Master’s degree an asset
  • At least 6 years' experience providing administrative support in an international organization or company, optimally in a shared services environment along with a minimum of three years of previous project or service management experience
  • Minimum three years’ team management and coordination experience
  • Experience in managing critical clients’ issues, setting and negotiating expectations
  • Experience in setting goals, key performance indicators, and establishing service level agreements
  • Knowledge of standard office administrative practices and procedures
  • Excellent command of English, oral and written
  • Proficient computer skills, including in-depth knowledge of Microsoft Office suite (Outlook/Word /Excel / PowerPoint) and SharePoint
  • Autonomous, proactive and dynamic, with a strong sense of initiative, as well as committed to teamwork and collective performance
  • Strong communication skills
  • Being at ease leading teams in transition and supporting colleagues remotely
  • Adaptable with a solution-oriented mindset


  • Certification in Lean Six Sigma
  • Certification in project management
  • Certification and experience in change management
  • Business analysis experience
  • Fluency in French, Spanish, or German


  • Work and progressive professional development in an exciting international environment
  • An inspiring opportunity to practice your profession in a humanitarian and multicultural organization
  • Stimulating benefits package

If you are interested in this position, please send us your CV and Motivation letter exclusively in English.

Only shortlisted candidates will be contacted.

    Medjunarodni komitet Crvenog krsta

    • Srbija, Beograd, Vladimira Popovica 38
    • PIB: 102474882
    • Matični broj: 17744968
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