MAJOR RESPONSIBILITIES:

Regional IT Service Delivery: Lead the implementation, management, and support of end-user computing, network infrastructure, systems, and IT services for the International Union for Conservation of Nature (IUCN) Eastern and Southern Africa Regional Office (ESARO) and all Country and Project Offices in the region.

Infrastructure & Systems Management: Oversee planning, deployment, maintenance, and lifecycle management of hardware, software, network equipment, telecommunications, and collaboration tools.

Cybersecurity & Compliance: Ensure systems security, data protection, patch management, backups, and compliance with IUCN global IT policies and standards.

User Support & Helpdesk Coordination: Provide responsive technical support, manage incidents and service requests, and participate in the global “follow-the-sun” support model, including backup support to other regions when required.

IT Asset & Vendor Management: Maintain IT asset inventories, coordinate procurement and vendor relationships, manage licenses and service contracts, and support timely processing of IT-related payments.

Business Continuity & Event Support: Ensure IT operational continuity, respond to critical incidents (including outside normal hours when necessary), and provide technical support for regional meetings, events, and global Congresses

SPECIFIC DUTIES:

IT Strategy, Planning & Service Delivery;

Contribute to the development and implementation of global end-user computing, network/systems, and software acquisition standards to support programme delivery, projects, and special events.

Plan and manage regional IT infrastructure and services in coordination with the Global Information Systems team at HQ.

Evaluate user needs and service effectiveness, recommending scalable, secure, and globally aligned technology solutions.

Lead regional ICT projects, infrastructure planning, budgeting inputs, and vendor coordination.

Systems & Infrastructure Administration;

Administer and maintain regional IT infrastructure, including servers, end-user devices, LAN/WAN, VPNs, firewalls, DNS/DHCP, and hybrid cloud environments.

Manage and optimize cloud infrastructure (including AWS) to ensure high availability, performance, cost efficiency, and security compliance.

Administer enterprise platforms including Microsoft 365, Active Directory, Azure AD, Windows Server, ERP, HRIS, CRM, and related enterprise systems.

Oversee configuration, deployment, patch management, updates, and standard system imaging using centralized tools (e.g., SCCM).

Monitor system performance and ensure minimal downtime through proactive maintenance.

Cybersecurity, Compliance & Business Continuity;

Implement and manage cybersecurity controls including endpoint protection, firewalls, threat detection, and synchronized security solutions.

Ensure software license compliance and IT asset management across all regional offices.

Conduct backup and recovery operations, disaster recovery testing, and business continuity planning.

Identify, assess, and mitigate security threats in alignment with global IT policies and standards of the International Union for Conservation of Nature (IUCN).

End-User Support & Capacity Building;

Provide advanced technical support for hardware, software, enterprise applications, cloud services, standard global computing image and special software set-ups and network infrastructure.

Manage lifecycle support for laptops, desktops, tablets, mobile devices, VoIP phones, printers, and videoconferencing systems.

Deliver user training on Microsoft applications and enterprise systems to enhance productivity and digital adoption.

Provide remote user support and collaborate within the global “follow-the-sun” IT support framework.

Governance, Documentation & Team Leadership;

Develop and maintain IT procedures, system documentation, and troubleshooting guidelines.

Lead IT procurement processes, vendor relationships, and SLA performance management.

Supervise and coordinate IT staff and consultants to ensure effective service delivery across the region.

• Lead the implementation, management, and support of end-user computing, network infrastructure, systems, and IT services for the IUCN Eastern and Southern Africa Regional Office (ESARO) and all Country and Project Offices in the region.
• Oversee planning, deployment, maintenance, and lifecycle management of hardware, software, network equipment, telecommunications, and collaboration tools.
• Ensure systems security, data protection, patch management, backups, and compliance with IUCN global IT policies and standards.
• Provide responsive technical support, manage incidents and service requests, and participate in the global “follow-the-sun” support model, including backup support to other regions when required.
• Maintain IT asset inventories, coordinate procurement and vendor relationships, manage licenses and service contracts, and support timely processing of IT-related payments.
• Ensure IT operational continuity, respond to critical incidents (including outside normal hours when necessary), and provide technical support for regional meetings, events, and global Congresses.
• Contribute to the development and implementation of global end-user computing, network/systems, and software acquisition standards to support programme delivery, projects, and special events.
• Plan and manage regional IT infrastructure and services in coordination with the Global Information Systems team at HQ.
• Evaluate user needs and service effectiveness, recommending scalable, secure, and globally aligned technology solutions.
• Lead regional ICT projects, infrastructure planning, budgeting inputs, and vendor coordination.
• Administer and maintain regional IT infrastructure, including servers, end-user devices, LAN/WAN, VPNs, firewalls, DNS/DHCP, and hybrid cloud environments.
• Manage and optimize cloud infrastructure (including AWS) to ensure high availability, performance, cost efficiency, and security compliance.
• Administer enterprise platforms including Microsoft 365, Active Directory, Azure AD, Windows Server, ERP, HRIS, CRM, and related enterprise systems.
• Oversee configuration, deployment, patch management, updates, and standard system imaging using centralized tools (e.g., SCCM).
• Monitor system performance and ensure minimal downtime through proactive maintenance.
• Implement and manage cybersecurity controls including endpoint protection, firewalls, threat detection, and synchronized security solutions.
• Ensure software license compliance and IT asset management across all regional offices.
• Conduct backup and recovery operations, disaster recovery testing, and business continuity planning.
• Identify, assess, and mitigate security threats in alignment with global IT policies and standards of the International Union for Conservation of Nature (IUCN).
• Provide advanced technical support for hardware, software, enterprise applications, cloud services, standard global computing image and special software set-ups and network infrastructure.
• Manage lifecycle support for laptops, desktops, tablets, mobile devices, VoIP phones, printers, and videoconferencing systems.
• Deliver user training on Microsoft applications and enterprise systems to enhance productivity and digital adoption.
• Provide remote user support and collaborate within the global “follow-the-sun” IT support framework.
• Develop and maintain IT procedures, system documentation, and troubleshooting guidelines.
• Lead IT procurement processes, vendor relationships, and SLA performance management.
• Supervise and coordinate IT staff and consultants to ensure effective service delivery across the region.