Global Data Service Delivery Manager

What we do

Since 1863, the International Committee of the Red Cross (ICRC) has worked to preserve human dignity and relieve suffering caused by war and armed violence.

In collaboration with our Red Cross and Red Crescent partners around the world, we do everything we can to deliver life-saving aid, reconnect families and locate missing people – helping those who need it most, regardless of who they are and what side of the front line they are on.

We engage with authorities and armed forces on all sides, often confidentially, pressing for access to detainees to improve their living conditions and urging compliance with international humanitarian law to protect non-combatants, including from digital threats.

Purpose

The Global Data Service Delivery Manager is a newly created role as part of the strategy to develop a DATA service line within the Global Shared Services. They are responsible for ensuring optimal operational performance and delivering service excellence. The role focuses on building the team and co-create the high-performing team that achieves and contributes to the Data integrity, security and accessibility for the users in a streamlined structure that is both adaptable and efficient.

The Global Data Service Delivery Manager will also be a key driver in fostering continuous improvement and advancing automation in processes and activities within their area of responsibility by partnering with GADO, GSS Transformation office and T&I.

Accountabilities and Functional Responsibilities

• Design and implement the vision and roadmap for the Data Service line in line with the data governance frameworks globally at an institutional or métier level.
• Build a phased Data service line, owning scope & budget across the phased roadmap, build and defend business cases and achieve the value proposition & outcomes across the multi-year roadmap.
• Operationalize the Data Service line, develops and executes strategies to meet Service-Level Agreement (SLA) resource targets, driving innovation and performance driven culture, while maintaining cost-fit objectives.
• Ensure uninterrupted Data service operations by orchestrating the necessary actions to maintain business continuity in line with the GSS follow the SUN framework.
• Oversee the implementation of policies and standards for resource allocation, ensuring efficient material utilization.
• Takes an active role in rolling out new services within Data stream, contributing to their successful implementation and alignment with organizational objectives.
• Drive data quality improvement by developing monitoring tools and guarantee data availability and usability across the institution.
• Identify and recommend tools and technologies to support data management and governance.

Service Line Delivery

• Accountable for delivering high-quality Data services and support to end users, ensuring alignment with the metrics defined under service level agreements (SLAs).
• Develop and implement strategies to meet SLA resource targets, optimizing resource utilization while maintaining cost-effectiveness.
• Direct the implementation of periodic customer/end-user satisfaction surveys and oversee corrective measures.
• Play a key role in launching new services, ensuring their successful implementation and alignment with organizational goals.

Certifications and Education Required

• University degree in Data Science, Information Management, or a related field; data management certification is an asset
• Strong proficiency in Microsoft tools, Power BI, SQL, and data visualization
• Knowledge of continuous improvement frameworks, Agile, design thinking, and emerging digital technologies is an asset
• Fluency in English required; French is an asset

Professional Experience and Skills Required

• Typically 15–20 years of relevant professional experience, including leadership of data analytics, architecture, or Master Data Management service lines in a global environment
• Experience in complex organizations; exposure to the humanitarian sector is an advantage
• Strong storytelling skills through clear, impactful reports and dashboards
• Excellent stakeholder engagement and communication skills, with the ability to work effectively with data users, managers, and senior stakeholders
• Proven autonomy and leadership in managing teams and service delivery, with flexibility to participate in field visits
• Flexibility to join field visits

People Management Responsibilities

• Leads and manages the Data Service line (20–25 members) with 4–5 direct reports
• Defines roles, sets performance goals, and provides coaching and development opportunities
• Identifies capacity gaps and arranges learning and training to build required competencies
• Fosters a culture of collaboration, accountability, and innovation, while embodying humanitarian values such as integrity and empathy
• Provides leadership and direction to both the specific Service Line teams and the broader organization, ensuring effective communication and fostering a motivating work environment

What we offer

• Rewarding work in a humanitarian and multicultural environment
• Hybrid working model - 3 days in the office
• Attractive social benefits

Additional Information

• Type of role: Service Delivery Manager 2
• Working rate: 100%
• Location: Belgrade Global Hub, Tresnjinog cveta 1
• Job level: C2
• Length of assignment: Open-ended contract
• Type of position: Resident (The vacancy is open only to persons with Serbian citizenship or a personal work permit in the Republic of Serbia)
• Application deadline: 04/11/2026

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.

If you are interested in this position, please send us your CV and Motivation letter in English. Only shortlisted candidates will be contacted.

Our values

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.