Head of Support Services - (ALT)

Who are we?

The Danish Refugee Council (DRC) is a leading protection agency committed to promoting durable solutions for displacement-affected populations, guided by humanitarian principles and human rights. In the Middle East and North Africa (MENA) region, DRC applies a regional approach with an operational presence in Jordan, Lebanon, Syria, Turkey, Iraq, Yemen, the occupied Palestinian territory, and ALT (Algeria, Libya, and Tunisia).

The DRC ALT operation is managed from a coordination office based in Tunis, supporting activities across Algeria, Libya, and Tunisia. In these countries, DRC provides assistance to host communities, displaced populations, and people on the move across key sectors: Economic Recovery, Protection, Humanitarian Mine Action, and Peacebuilding. DRC implements both emergency and development projects within a nexus programming approach and has an ambitious localization strategy, working closely with selected local partners and authorities.

Overall purpose of the role

The Head of Support Services (HoSS) reports to and works closely with the Country Director to ensure effective and efficient delivery of support services in Finance, Administration, Human Resources, IT, and Supply Chain across the ALT operation. The HoSS plays a key role in developing and implementing country-specific strategies and in enhancing operational systems, processes, and policies that support DRC’s mission in ALT.

As a member of the Senior Management Team (SMT), the HoSS holds overall responsibility for support functions and the timely achievement of related annual performance indicators. The role is instrumental in implementing global and regional initiatives related to organizational development and financial accountability.

The HoSS ensures regular and effective coordination with the Head of Programme, Area Managers, Base Managers, Sector Managers, and Project Managers on all matters related to support services. The role also proactively addresses challenges, resolves bottlenecks, and supports prioritization of time-sensitive tasks. This is a country-focused role with responsibility for ensuring compliance with DRC’s procedures and guidelines and serving as the focal point for DRC Dynamics.

Duties and Responsibilities

Management

• Lead and manage the Support service teams Managers and technically manage area/base support Managers (including people planning, performance, well-being and staff development).
• Manage, deliver and report on current operations programme support in geographic scope.
• Establish high performing support teams ensuring high-quality approaches are maintained.
• Develop and improve operational approaches, compliance, and systems, and support the Country Director to build and deliver effective and sustainable interventions.
• 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.                                                                                   

Operational Management

• Oversee the operational support units for the country by providing strategic leadership and technical support to the areas under his/her supervision.
• Ensure that DRC retains and continually develops its operational capacity to provide rapid emergency response in particular within its procurement and transport systems.
• 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 through frequent in-service training sessions and mentoring support.
• Contribute to the development and implementation of DRC’s global development initiatives.

Budget Management

• Ensure that the Country Master Budget is updated on a regular basis and is used to adequately prepare project proposals or cost cutting measures.
• Develop country office support services budget including staff costs for all donor project proposals and track spending on regular basis to ensure budget is used according to plan.

Risk Management

• Support the Country Director and the Senior Management Team in liaising with donors and authorities, especially as relates to issues of compliance, registration, and audit respectively.
• Supervise audits, controlling and implementation of corrective actions related to DRC’s operational standards within support area.
• Support Senior Management to ensure risk register is up to date and action plans are implemented accordingly.
• Develop a risk management plan for the country that identifies the major financial and operational risks and implement a mitigation strategy. Support Senior Management to ensure risk register is up to date and action plans are implemented accordingly.
• Participate in audit kick-off and exit meetings and ensure cooperation at all time during every audit field works. Lead on providing management response on each audit report.

DRC Dynamics ERP System

• Ensure ERP functionality is properly used by relevant staff.
• Apply reports and data analytics from DRC Dynamics to improve overall performance.
• Act as heavy user for most of the Projects & Finance functionalities
• He/She will be responsible to share Analytics from DRC-Dyn to SMT for decision making

Experience and technical competencies:

• At least 7 years' management experience in relevant field.
• At least 3 years’ experience in playing similar role, preferably in an international NGO.
• Previous experience as Country Senior Management is preferred.
• Previous experience of working in the Middle East and North Africa Region preferred.
• Proven leadership skills and competence in people management
• Proven operational management experience and capability, including in conflict areas.
• Proven operational experience in one or more of the following thematic areas: financial, supply chain, human resources, and information management.
• Understanding and experience of institutional donors budgeting and reporting.
• Understanding of the countries in which DRC operates and sensitive to the cultural context.
• Experience working in an ERP system, including supply chain, finance, and HR systems.

Languages

• Fluency in written and spoken English
• Fluency in French and/or Arabic

In this position, you are expected to demonstrate DRC’s 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.

We offer

Contract length: 24 Months

Position Band: This position will be placed at Management band (E1)

Start date: July 2025

Duty station: Tunis (with frequent travel to field offices)

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for Expatriates or Nationals. For questions regarding the vacancy please contact Younes.elazm@drc.ngo

Application process

Interested to apply? All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent by email will not be considered.

Closing date for applications: June 11, 2025

For further information about the Danish Refugee Council, please consult our website drc.ngo.