Location: Any MSF office*

Contract: Permanent at 100%

Starting date: 6th November 2023

Deadline to apply: 15th October 2023

*By default, the successful candidate will be offered a contract in the MSF office of their country of residence at the time of application.

I. MSF INTERNATIONAL
Médecins Sans Frontières (MSF) is an international, independent, medical humanitarian organisation that delivers emergency aid to people affected by armed conflict, epidemics, healthcare exclusion and natural disasters. MSF offers assistance to people based only on need and irrespective of race, religion, gender or political affiliation.
MSF International is the legal entity that binds MSF’s 24 sections, 25 associations and other offices together. Registered in Switzerland, MSF International provides coordination, information and support to the MSF Movement, as well as implements international projects and initiatives as requested.

II. CONTEXT
Spinco manages and maintains the following solutions.
UniData is MSF’s central supply article database that details all items available for the field and shares article changes within the Movement. The online platform of UniData gives an oversight on standard and non-standard articles available as resources for operations, in alignment with MSF guidelines and protocols; unicat, a new web-based solution that enables the fastest, most user-friendly way to interrogate the product information held in UniData.
MSL: Supporting the management of Medical Standard Lists, the MSL solution uses Spinco’s single source of product information, guaranteeing access to the most up to date and validated data. The MSL process and solution is owned by the MSF Pharma Co-ordination.
UniQuality/UniLocal solutions used by MSF Pharma network and Supply Centres that manages the information on the Quality Assurance process in MSF for Drugs, Medical Devices and Specialised food.
As SPINCO Release and Support manager, she/he collaborates with the SPINCO Solutions Manager to guarantee that the services provided by the SPINCO solutions fulfil the agreed quality levels.
The SPINCO Release manager is in close collaboration with the business analyst, product owners and IT specialist for each solution.
The SPINCO Support Manager is line manager of the User Support Officer.
For some solutions, act as a Business Specialist/scrum master in close collaboration with product owner and stakeholders’ representatives.

III. PURPOSE OF THE JOB
This job ensures that solutions (such as UniData, Medical Standard List, UniQuality, Unilocal) are given proper IT Service Management to design, build, operate, and maintain them, guaranteeing system stability and considering the requests from all the stakeholders.
This job also ensure that the support provided by Spinco for all solutions is done properly and in a timely manner, and that users request are managed and communicated in speedily manner.

IV. KEY ACCOUNTABILITIES
The role of the SPINCO Release and Support Manager covers 2 parts: Release management and Support management.
Release Management:

• To ensure proper ITSM in the SPINCO solutions, guaranteeing system stability and taking into account the requests from all the stakeholders
• Oversee the scrum masters/business analysts to achieve the former.
• To guide all involved parties (developers, scrum masters, stakeholders) through the sprints following the agile methodology

• – Organizing regular stand-up meetings
  – Retrospective meetings
  – Preparatory meetings

• To ensure proper management of the release of new SPINCO functionalities, guaranteeing stability and clear communication towards the users and stakeholders. (visibility on backlog, release notes,…)
• To collaborate with the SPINCO Project Managers who are in charge of SPINCO Projects that will be developed and put in production as part of the SPINCO solutions.
• Coordinate manual testing during sprints
• To ensure that automated regression testing evolves with SPINCO solutions:
  – Manage test developer(s)
  – Manage test case writers
  – Implement and supervise results of automated testing
  – Report results of automated testing to the concerned parties

Expected results
Clear release schedule executed with all stakeholders involved and informed
Support Management:
To share the management of the SPINCO Support team with the SPINCO Solutions Manager, in order to fulfil their objectives.

• To ensure that that relevant service reports and KPI’s are produced and analysed periodically.
• To ensure proper management of stakeholders’ relationship.
• To ensure proper and timely management of Service Incidents.
• To ensure proper and timely management of Service Requests.
• To ensure proper management and communication of known issues in SPINCO solutions.
• To make sure the Support Portal is a fully rounded starting point for the end users to find support, and stays up to date concerning content on all active SPINCO solutions (Knowledge Base, Service Requests,…)
• Be the line manager to the User Support Officer
• To manage the learning needs related to SPINCO solutions
  – To ensure the availability of the e-learning platform for UniData (all user profiles)
  – To coordinate the upkeep and new addition of tutorials for active solutions.

Expected results
Spinco Support provided in a timely manner and with high user satisfaction

Support to the SPINCO Solutions Manager

• To support on managing the Service Portfolio
• To support on managing The Service Level Agreements:
• To support the SPINCO Solutions Manager to gather and propose ideas for SPINCO’s solutions’ functionalities and possible scope extensions of Master Data management as part of the Continuous Improvement process.
• Configure and maintain the JIRA Service management tool
• Configure and maintain the JIRA Project management tool

Expected results
Clear Service Portfolio and JIRA platform operational.

Support to Project Management: act as Business Analyst/Scrum master

• S/he helps to organize and follows the project with the specific concluded project methodology (based on User Stories and Agile).
• S/he understands the whole project scope, objectives and MSF specific environment.
• With concerned teams, s/he prepares and follows up the outstanding development of the tool and ensures that it matches the functionality and usability as needed for the user group. Agile methodology will be followed, based on iterative deliveries
• S/he facilitates the realization of project goals with respect to the planned scope, timeline, quality and budget.
• S/he proactively helps to resolve complex problems or conflicts with timely reporting and escalation
• S/he reports development status to all relevant stakeholders
  

Expected results
Agile process followed resulting in clear change requests with estimates that are validated by the Project stakeholder and ready to be included in the release

Interaction with different teams

• S/he builds, maintains effective collaboration and coordinates with relevant stakeholders (internal and external, users, project team, …) to be available for the project milestones.
• S/he ensures that required resources and participants are ready to collaborate at the requested time to avoid any delays during development sprints
• S/he participates to the workshops to ensure that the methodology is followed and to resolve key questions
• S/he proactively manages team dynamics inside SPINCO solutions team, escalating speedily in case of conflicts.

Expected results
Good exchange of information with the teams and proactive resolution of problems.

V. PROBLEM-SOLVING
The Release and Support Manager will be solving the puzzle of fitting multiple solutions and multiple stakeholders’ requests into a timely and well organised release plan that is accurate and well communicated. This role has the responsibility to solve this with complex IT technical questions that need to fit stakeholders’ requests.
Sets and orders priorities in the incoming requests from different stakeholders after interpretation and analysis.

VI. DIMENSIONS
The Release and Support Manager will be in charge of all SPINCO solutions (such as UniData, Medical Standard List, UniQuality, Unilocal).
The number of active users is 2000 users covering field and HQ positions.
The Release and Support Manager is the line manager for the User Support Officer.