IT Service Delivery Specialist (80-100%)

Medicines for Malaria Venture; Genf; Hybrid; CHF 100’000 - 130’000; Vollzeit

Zusammenfassung

Medicines for Malaria Venture is seeking an IT Service Delivery Specialist to enhance technology solutions across the organization. The role involves leadership in user support, strategic planning, and vendor management, requiring a strong IT background and leadership skills. This full-time position offers flexibility in workload and requires presence at the office at least two days a week.

Leistungen

Relocation assistance for qualified candidates

Flexible workload options

Qualifikationen

• Minimum of 10 years of IT experience, with at least 5 years in a supervisory role.
• Proven experience in service delivery management and managing SLAs.
• Strong background in processes, service management frameworks, and best practices.

Aufgaben

• Contribute to the development of strategic vision and action plans.
• Provide leadership for the Help Desk team, ensuring high-quality user support.
• Manage budget and identify cost-saving opportunities.

Kenntnisse

Analytical thinking

Decision-making

Service excellence

Leadership

Communication

Ausbildung

University degree in Information Technology

Tools

Microsoft 365

IT Service Management tools

Jobbeschreibung

Medicines for Malaria Venture (MMV) is a leading product development partnership (PDP) in the field of antimalarial drug research and development. Its mission is to reduce the burden of malaria in disease-endemic countries by discovering, developing and delivering new, effective and affordable antimalarial drugs.

Over the past two decades, MMV has worked with an extensive network of donors, private and public sector partners, experts and clinical centers in malaria-endemic countries to develop an outstanding portfolio of antimalarial projects.

We are seeking a skilledIT Service Delivery Specialist to join our team. The role requires a strategic mindset combined with practical execution skills to deliver reliable, efficient, and secure technology solutions across the organization. The successful applicant will collaborate closely with cross-functional teams to ensure high-quality user support, drive continuous improvements, and align IT infrastructure with the evolving needs of the organization. This is a full time position with flexibility to accommodate an 80-100% workload depending on the candidate's preferences

Primary Duties and Responsibilities:

• Contribute to the development and execution of the strategic vision by identifying needs and opportunities, this includes the creation of annual action plans and oversight of external partners to ensure timely delivery of commitments.
• Provide hands-on leadership for the Help Desk team to deliver efficient, high-quality user support, managing escalations and ensuring SLA compliance. This includes tracking performance through monthly reports and conducting regular reviews to drive continuous improvement by addressing root causes.
• Oversee account provisioning and lifecycle processes, including Active Directory management for onboarding, offboarding, and access control.
• Mange the procurement, deployment and lifecycle of all IT hardware (including but not limited to workstations and peripherals, servers, landline and mobile telephones, internet connectivity, printers, and conference room equipment), ensuring inventory tracking, maintenance and timely upgrades.
• Negotiate contracts with vendors/service providers, evaluate technical proposals and estimates, oversee delivery of services, and ensure cost efficient quality service.
• Maintain an up-to-date inventory of tools, software licenses and renewals to optimize usage and control costs.
• Evaluate requests for new tools and technologies, assessing compatibility, cost, and business impact.
• Oversee workstation maintenance, including patching and security.
• Oversee data management practices, including backup, disaster recovery, and business continuity planning, with regular testing and updates.
• Manage a budget, identifying cost-saving opportunities while ensuring sufficient funds for essential services.
• Ensure comprehensive, up-to-date documentation across all areas of responsibility, fostering a culture of knowledge sharing and operational transparency.
• Ensure efficient use of tools and systems, acting as an ambassador by promoting best practice to users.
• Monitor emerging technologies and recommend strategic improvements to enhance operations and end-user experience.

Education and Experience:

• A university degree in Information Technology, Computer Science, Engineering or a related field; equivalent professional certifications and experience may be considered.
• Minimum of 10 years of IT experience, with at least 5 years in a supervisory role; including budget management.
• Proven experience in service delivery management, including managing SLAs, vendor relationships, and ensuring quality service delivery.
• Strong background in processes, service management frameworks, and best practices.

Technical skills:

• Proficient in Microsoft technologies, including Microsoft 365 (in particular SharePoint, Teams and OneDrive), Windows Server, Active Directory, and Microsoft SQL Server.
• Solid understanding of IT infrastructure, encompassing cloud platforms, network and server management, and data backup and recovery solutions.
• Skilled in using IT Service Management (ITSM) tools to manage service tickets, track resolution workflows, and generate performance and trend reports.
• Experienced in incident and problem management with a focus on optimizing operational efficiency.
• Competent in the end-to-end management of hardware assets, including procurement, deployment, and lifecycle oversight.
• Proficient in software deployment processes across various environments.
• Knowledgeable in information security principles and industry best practices.
• Demonstrated ability to produce and maintain clear, detailed, and accurate technical documentation.
• Excellent communication skills in English, proficiency in French is an asset.

Behavioural skills:

• Exhibits strong analytical thinking and sound decision-making.
• Committed to service excellence, showing dedication to responsiveness, and continuous improvement.
• Collaborative team player with a proactive, hands-on leadership approach.
• Highly organized, with the ability to manage multiple priorities and adapt to changing demands.
• Capable of independently managing diverse projects and initiatives.
• Possesses excellent interpersonal skills, fostering respectful and effective collaboration with colleagues and partners.
• Communicates clearly and effectively across all levels of the organization.
• Maintains composure under pressure, demonstrating resilience in challenging situations.

Starting date: September or October 2025 the latest

Interested applicants should send their CV and a cover letter giving reasons for their interest in the position before Friday 13th June 2025

We consider individuals for employment based on their skills, abilities and experience. We thrive to attract and hire a strong, talented and diverse workforce, prohibiting discrimination based on race, colour, religious or political beliefs, age, nationality, physical, mental or developmental disability, gender, sexual orientation

We are working in a hybrid workplace environment and would expect the selected candidate to be at the office at least two days per week. This is not a remote hire and MMV offers relocation assistance for suitable qualified candidates coming from abroad.

For more information about MMV’s activities please refer to our website www.mmv.org.

Recruitment agencies are kindly requested to refrain from submitting applications.