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The IT CSI/Training Director is a key member of the IT Management team and reports directly to the VP of Global IT. This role will work with each of the IT Directors and Sr. Directors to help draft IT policies and optimize IT procedures for each team and work to build measurable, efficient, and scalable IT systems and services. The role encompasses three major areas of responsibility within IT: Continual Service Improvement (CSI), IT Training, and IT Communication and Outreach (including leading user adoption initiatives for new or changing IT services).
IT Continual Service Improvement: The CSI component of the role encompasses ensuring continual improvements within all stages of the service lifecycle through regular monitoring, assessment and reporting of ongoing performance against agreed service levels, and across all services.
IT Training: This position also coordinates the IT training program, including identifying IT training providers, scheduling IT classes, and conducting specialized IT training as needed. The primary requirements involve design and deliver training programs and materials for the end users at CI. In addition, this position will coordinate resources to enhance capacity building for the internal IT teams.
IT Communications and Outreach: One significant role of the IT CSI/ Training Director is to ensure smooth introduction of new IT tools and services to CI end user community through appropriate communication and stakeholder/user engagement. The IT/CSI Training Director will also work with IT subject matter experts, business relationship managers (operations experts), and programmatic experts to create and user groups and communities of practice. The CSI/IT Director will work with the VP of Global IT to develop and implement a global, multi-modal outreach campaign for IT initiatives, resources, capabilities and services.
RESPONSIBILITIES:
- Training:
- Plan, develop and implement strategy for CI staff training and development, establish and maintain appropriate systems for measuring necessary aspects of staff training and development
- Lead and conduct training seminars and sessions as necessary
- Create comprehensive training programs and customized curriculum as necessary
- Identify, select and manage external training and accreditation bodies, agencies and providers necessary to deliver required training to appropriate standards.
- Liaise with other departments to understand their training needs and requirements and to ensure they are fully informed of staff training and development objectives, purposes and achievements
- Monitor, evaluate and review the quality and effectiveness of training, assessment and outcomes of courses delivered
- Research and identify the training resources necessary to improve the knowledge capacity of the IT support staff and also to assist in building a knowledge base as a training resource
- Coordinate with Operations Management to develop an orientation program for IT tools and services for new employees. Devise and implement strategy to extended this program to CI field offices
- Continual Service Improvement:
- Implement ITILv3 CSI methodology across the entire IT lifecycle: strategy, design, transition, operations, and CSI.
- Ensure processes and procedures for collection and verification of service performance data are in place and effectively implemented, including end user feedback
- Ensure regular assessment and monitoring of service levels delivered against service level agreements is performed
- Perform regular reviews on the overall level of service delivered against expected service level targets, both at a summary level and at a service provider specific level
- Work with IT management and business representatives to understand requirements and impact of new services
- Engage IT management to establish and agree a set of metrics (benchmarks) for services delivered
- Identify opportunities for improvement across IT to improve service delivery to the business
- Participate in service provider and supplier meetings (operational and strategic review meetings) with IT management to discuss service improvement ideas and plans
- Coordinate service improvement actions with service providers, suppliers, IT management and business representatives
- Support IT managers in executing and managing service improvement plans to drive continual improvement
- Report regularly on progress against the service improvement plan to the VP of Global IT
- IT Communications/Outreach:
- Develop and implement an effective communications and outreach campaign strategy for IT
- Help establish and lead user groups focused on IT services
- Facilitate the use of IT resources and tools for programmatic communities of practice
- Coordinate effective communication among internal IT teams
Working Conditions:
- Must be able to lift move and lift up to 50 lbs (computer equipment)
- Up to 30% international travel
QUALIFICATIONS:
Required:
- Bachelor’s Degree in related field or equivalent experience
- Minimum of 5 years of training experience
- Minimum of 3 years of experience in a non-profit or international NGO
- Minimum of 2 years IT experience in an ITILv3 environment
- Excellent verbal and written communications skills, including: listening and understanding, asking pertinent questions, understanding technical issues and documenting these discussions with clients
- ITIL v3 foundation certification
- Intermediate ITIL v3 certifications in IT Continual Service Improvement
- IT Service Management experience across the entire lifecycle – Strategy, Design, Transition, and Operations
- Demonstrated ability with in project management - planning, prioritizing and managing multiple projects
- Experience with teambuilding and effective team management
- Experience with vendor teams, contractors, and sourcing
- Excellent personal skills in relating with other people, peers, senior and junior and ability to engage prospective client and put them at ease
- Demonstrated decision making and consensus building
Preferred:
- Project Management (PMP) certification or equivalent experience desirable
- ITILv3 intermediate certifications in other areas of the ITIL lifecycle: Strategy, Design, Transition, and Operations
- Ability to work well with users and operational units in a global, multi-cultural environment
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