Head of Support Services
  • DRC
  • Sana'a


Job Description

About the job

As Head of Support Services you have a country operation focus and ensure compliance to DRC policies and procedures as well as external regulation in Yemen. You also contribute to the development of country strategies, which are translated into action plans and day-to-day tasks. In close coordination with Regional and HQ counterparts you provide support and/or technical guidance to country operations while overseeing country activities.

Your main duties and responsibilities in more details will be:


  • Being core member of Senior Management Team (SMT) - play a key role in strategic prioritization and decisions making process on daily bases
  • Lead and manage the support managers (including people planning, performance, well-being and development)
  • Manage, deliver and report on support services in-line with the program prioritization
  • Establish high performing support teams ensuring high-quality approaches are maintained
  • Develop and improve operational approaches, compliance and systems
  • Responsible for the strategic development, management and implementation of the support operations
  • Ensure appropriate technical support is available to programs, in line with organizational priorities
  • Ensure support for annual planning and review processes
  • Direct responsibility for ensuring that the DRC Programme operates in accordance with DRC’s support function guidelines
  • Develop strategic approaches to ensure high level of legal compliance is ensured throughout country operations

Operational Management

  • Support the Country Director and the Senior Management Team (SMT) in liaising with donors and authorities, especially as relates to issues of compliance, registration, and audit
  • Oversee the operational support units for the country by providing strategic leadership and technical support to the areas under his/her supervision
  • Supervision, audits and controlling and implementation of corrective actions related to DRC’s operational standards within support area.
  • Ensure that DRC retains and continually develops its operational capacity to provide rapid emergency response in particular within its procurement and logistics capacities
  • Ensure that DRC support services continually adapt in-line with DRC’s geographic footprint, operational capacity, and program strategy
  • Ensure that Area Offices are provided appropriate support from Country Office support services teams
  • Develop a risk management plan for the country that identifies the major financial, legal, operational risks and implement a mitigation strategy
  • Ensure that all administrative and legal-related systems are accurate and maintained
  • Work to build the capacity of the operational support staff throughout the operation though frequent in-service training sessions and mentoring support
  • Contribute to the development and implementation of DRC’s global development initiatives

DRC Dynamics (ERP)

  • Develop strategic planning to ensure increased level of systematic learning and development of staff in regard to ERP functionalities.
  • Apply reports and data analytics from DRC Dynamics to improve overall performance
  • Act as heavy user for most of the Projects & Finance functionalities


About you

To be successful in this role we expect you to posses the following: 


  • Master's degree in political science, international development, economics or other relevant field. Bachelor’s degree with demonstrated experience in similar position may be considered.
  • At least 7 years' experience in relevant field
  • At least 4 years' experience with people management
  • Experience in a similar role in an international NGO
  • Experience in leading/supporting change management processes
  • Proven leadership skills and a competence in people management
  • Proven operational management experience and capability, including in conflict areas
  • Proven significant financial, information and systems management experience
  • Significant experience in procurement and tender processes
  • Understanding and experience of institutional fundraising
  • Understanding of the context and sensitive to the cultural dynamics
  • Experience working in an ERP system
  • Experience in capacity building of national colleagues as well as partners
  • Proven written and spoken English language skills 


  • Arabic is considered an asset


In this position, you are expected to demonstrate DRC’ five core competencies: 

Striving for excellence: You focus on reaching results while ensuring an efficient process. 

Collaborating: You involve relevant parties and encourage feedback. 

Taking the lead: You take ownership and initiative while aiming for innovation. 

Communicating: You listen and speak effectively and honestly. 

Demonstrating integrity: Upholding and promoting the highest standards of ethical and professional conduct in relation to DRC’s values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.

How to Apply

For more information and application process:

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