Information Technology Operations Officer

ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of extreme weather shocks.

BACKGROUND

In July 2023, the World Food Programme (WFP) Zambia Country Office commenced a new five-year Country Strategic Plan (CSP) informed by and aligned with national and United Nations priorities and global commitments under the Sustainable Development Goals (SDGs). It embraces the Government’s long-term vision of 2030, aligns with key strategic areas of the 8th National Development Plan (NDP8); and contributes to the joint Zambia-United Nations Sustainable Development Cooperation Framework (UNSDCF).

WFP Zambia’s integrated and pragmatic CSP shifts away from unsustainable localized and micro-level interventions to embrace more effective advocacy and engagement with national policies, systems, and programmes to achieve national impact on SDG2. Given the Government’s commitment to budget support for nutrition, social protection, and agriculture, despite the constraints in the country’s fiscal position, WFP’s overarching strategy seeks to enable the government to meet its national priorities with better systems, expertise, and resources for implementation. This means a decisive shift of WFP’s country positioning towards the provision of innovative, sustainable, upstream technical assistance for nationally owned solutions.

Advancing the global WFP Strategic Plan (2026-2029), the Country Strategic Plan (CSP) addresses both SDG2 and SDG17 and is structured around three integrated strategic outcomes: (SO1) saving lives in crises; (SO2) reducing future humanitarian needs through resilience building; and (SO3) strengthening national systems and partner capacities.

REPORTING AND PURPOSE OF THE ROLE

The Information Technology (IT) Operations Officer reports to the Deputy Country Director and heads the Technology (TEC) unit, providing strategic, technical, and operational leadership for ICT services across WFP Zambia. The incumbent oversees ICT operations, staff, systems, and resources to ensure reliable, secure, and cost-effective technology services that support programme delivery, business operations, and emergency response requirements. The role advises senior management on ICT priorities, digital transformation, business continuity, and technology-related risks, while ensuring compliance with WFP corporate standards and fostering innovation, partnerships, and continuous service improvement.

KEY ACCOUNTABILITIES

• Lead and manage the Technology (TEC) unit, ensuring effective planning, prioritization, coordination, and delivery of ICT and telecommunications services in support of WFP operations, programmes, and emergency response activities.
• Supervise, coach, and develop TEC staff, ensuring effective workload management, accountability, and continuous professional development.
• Advise senior management on ICT strategy, priorities, risks, resource requirements, and technology investments to ensure alignment between business needs, operational objectives, and WFP corporate standards.
• Develop and implement TEC workplans, service improvement initiatives, and performance monitoring mechanisms to ensure efficient, client-focused service delivery.
• Plan, coordinate, and oversee ICT infrastructure, telecommunications systems, networks, end-user computing services, and collaboration platforms to ensure reliable and efficient operations.
• Ensure the availability, security, and performance of ICT services through proactive monitoring, maintenance, incident management, and timely issue resolution.
• Lead the implementation of WFP ICT governance frameworks, corporate policies, technical standards, and information security requirements, including ICT risk management, cybersecurity, access management, data protection, and incident response.
• Lead ICT business continuity, disaster recovery, and emergency preparedness planning to ensure the continuity of critical systems and communications capabilities.
• Manage ICT budgets, assets, licenses, and resource requirements, and oversee procurement planning, technology contracts, service agreements, and vendor performance to ensure efficient and cost-effective service delivery.
• Lead the management and support of SCOPE, beneficiary management technologies, and other WFP corporate systems, ensuring system availability, user administration, data protection, compliance with corporate standards, and effective support to programme and operational requirements.
• Establish and maintain effective partnerships with telecommunications providers, government counterparts, UN agencies, NGOs, and other stakeholders, and represent WFP in relevant ICT coordination forums to promote collaboration, interoperability, and knowledge sharing.
• Promote innovative technologies and digital solutions that improve operational efficiency, collaboration, accountability, and data-driven decision-making.
• Coordinate ICT support for programme implementation, field operations, and emergency responses, while promoting staff digital literacy, cybersecurity awareness, and effective use of corporate systems and tools.
• Prepare management reports, analyses, and recommendations on ICT performance, risks, resource utilization, and strategic priorities to support informed decision-making.
• Perform other related duties as required.

QUALIFICATIONS & EXPERIENCE REQUIRED

Education:

• Advanced university degree in computer science, information technology or other relevant technology studies, or first university degree with 2 additional years of related work experience or trainings/courses.

Experience:

• At least 1 year post-graduate professional experience in IT operations and service delivery, with increasing levels of responsibility in a complex organizational or field‑based environment.
• Experience managing IT and telecommunications services at country office or decentralized‑operation level, ensuring availability, security, and business continuity.
• Proven experience in supervising IT staff, providing technical leadership, work planning, and acting as an escalation point for operational issues.
• Experience in planning, budgeting, and deploying IT/TC systems in line with business needs and corporate standards.
• Hands‑on experience in IT service management and user support, including incident resolution and service improvement, preferably in an ITIL‑aligned environment.
• Experience supporting IT procurement and vendor management, including technical specifications and monitoring of service performance.
• Experience compiling and analysing IT operational and cost data to inform decision‑making.
• Experience supporting system upgrades, infrastructure maintenance, and emergency IT readiness, ideally in humanitarian or high‑pressure contexts.
• Experience working in multicultural and inter‑agency environments is an asset.

Knowledge & Skills:

• Strong knowledge of IT operations, infrastructure, networks, end‑user computing, and information security.
• Solid understanding of IT governance, policies, standards, and compliance within an enterprise environment.
• Working knowledge of IT service management frameworks (e.g. ITIL).
• Strong analytical and problem‑solving skills with the ability to implement practical, sustainable solutions.
• Ability to plan, prioritize, and manage multiple operational demands while ensuring service continuity.
• Knowledge of IT project, change, and vendor management principles.
• Strong client‑service orientation with the ability to communicate technical issues clearly to non‑technical stakeholders and senior management.
• Ability to build staff capacity, promote knowledge sharing, and support digital skills development.
• Strong interpersonal and coordination skills, with the ability to perform effectively under pressure and during emergencies.

Languages:

• Fluency (level C) in English.

How to Apply

Apply using the following link: https://wd3.myworkdaysite.com/en-GB/recruiting/wfp/job_openings/job/Lusaka-Zambia-The-Republic-Of/Information-Technology-Operations-Officer---NOA_JR127646