Information Technology Operations Officer
Organizational Context
The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building a pathway to peace and prosperity. WFP Zambia's Country Strategic Plan (CSP) focuses on achieving national impact on SDG2 by shifting towards upstream technical assistance for nationally owned solutions, addressing both humanitarian needs and strengthening national systems.
Job Purpose
The Information Technology (IT) Operations Officer will lead WFP Zambia's Technology (TEC) unit, reporting to the Deputy Country Director. This role is responsible for providing strategic, technical, and operational leadership for all ICT services, ensuring they are reliable, secure, and cost-effective to support programme delivery and business operations. The incumbent will oversee ICT operations, staff, and resources, advising senior management on ICT priorities, digital transformation, and technology-related risks. Key responsibilities include managing the TEC unit's work plan, supervising staff, ensuring the availability and security of ICT infrastructure and systems, leading ICT business continuity and disaster recovery planning, managing budgets and vendor performance, and promoting innovative digital solutions. The role also involves representing WFP in ICT coordination forums and ensuring compliance with WFP corporate standards.
Responsibilities
The Technology (TEC) unit leader is responsible for the comprehensive management and strategic direction of all Information and Communications Technology (ICT) and telecommunications services within the organization. This includes ensuring the effective planning, prioritization, coordination, and delivery of these services to support WFP operations, programs, and emergency responses. The role involves supervising, coaching, and developing TEC staff, managing workloads, and fostering professional growth. A key responsibility is advising senior management on ICT strategy, priorities, risks, resource needs, and technology investments, ensuring alignment with business objectives and corporate standards. The leader develops and implements work plans, service improvement initiatives, and performance monitoring to ensure efficient, client-focused service delivery. This includes overseeing ICT infrastructure, networks, end-user computing, and collaboration platforms, ensuring their availability, security, and performance through proactive measures. The role also entails leading the implementation of ICT governance frameworks, corporate policies, security requirements, risk management, and business continuity/disaster recovery planning. Budget management, asset oversight, procurement planning, and vendor performance are also critical. Furthermore, the leader promotes innovative technologies, coordinates ICT support for field operations and emergencies, and fosters partnerships with external stakeholders. Reporting on ICT performance, risks, and strategic priorities is essential for informed decision-making.
Work Experience
Requires at least 1 year of post-graduate professional experience in IT operations and service delivery. This experience should demonstrate increasing responsibility within a complex organizational or field-based setting.
Skills
IT Operations Management, Telecommunications Services, Network Administration, Information Security, IT Governance, Business Continuity Planning, Budget Management, Vendor Management, IT Service Delivery, User Support, Digital Transformation, Emergency Preparedness, Staff Training and Development, Cross-functional Collaboration, Risk Management