Head of Support Services Job Vacancy in Kenya - Danish Refugee Council

Overall purpose of the role

Based in Nairobi with travel to field locations, The Head of Support Services is expected to have senior level management experience and a demonstrable successful track record of organizational development and resource mobilization, be able to conceptualize and articulate DRC’s vision, and have the strong oral and written communication skill required to translate vision into action. The Head of Support Services will be a member of the Senior Management Team (SMT), with overall responsibility of programme support and timely completion of annual performance indicators under support functions.

The Head of Support Services will play a significant part in qualifying and implementing initiatives coming from the global and regional DRC organizational development and financial accountability initiatives. Furthermore, the post-holder will ensure timely and appropriate communication with Area Manager, Project Managers and Team Leads concerning all issues related to finance, supply chain, IT, administration and human resources and work proactively to resolve differences and prioritize time-sensitive tasks. This role has a country focus and ensures compliance to DRC procedures and guidelines within the country. The role contributes to the development of country strategies, which are translated into action plans and day-to-day tasks and is a focal point for DRC Dynamics. The role provides support and/or technical guidance to country operations while overseeing country activities.

Key responsibilities

The Head of Support Services reports to and works in close collaboration with the Country Director. Specific responsibilities include:

Operational 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.
  • Oversee the operational support units for the country by providing strategic leadership and technical support to the areas under his/her supervision.
  • Supervision, audits and controlling and implementation of corrective actions related to DRC’s operational standards within support areas.
  • Ensure that DRC retains and continually develops its operational capacity to provide rapid emergency response in particular within its procurement and transport systems.
  • Actively contribute to the risk management plan and mitigations for the country that identifies the major financial and operational risks.
  • 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 though frequent in service training sessions and mentoring support.
  • Contribute to the development and implementation of DRC’s global development initiatives.
  • Ensure the Risk Management Framework and compliance to external and internal regulations are respected as well as ensure continuous improvement to internal control environment.

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.

DRC Dynamics ERP System

  • Ensure ERP functionality is properly rolled out and 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.


  • Lead and manage the support managers (recruiting, performance, well-being and development).
  • Manage, deliver and report on current operations program 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 Program operates in accordance with DRC’s support function guidelines.
  • Be the senior management focal point and leading the overall country implementation of the DRC
  • Dynamics (Enterprise Resource Planning, ERP) system.

About you

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: You act in line with our vision and values.

Qualifications and Experience

  • A Degree and or Master’s Degree/ advanced professional qualification in Economics, Finance, Business Administration, Social Sciences or International Development
  • At least 7 years of experience in a relevant field and possess strong skills motivating people through change.
  • At least 4 years’ experience with people management.
  • At least 4 years experience in a similar role in an international NGO.
  • Proven leadership skills and a competence in people management.
  • Proven operational management experience and capability, including in conflict areas.
  • Proven significant financial, information and systems management experience.
  • Significant experience in procurement and tender processes.
  • Understanding and experience of institutional fundraising.
  • 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.
  • Full professional proficiency in English

Personal competencies

  • Leadership skills, including ability to build and motivate a team and willingness to deal with challenges.
  • Ability to manage a large workload and multiple tasks in a fast-paced environment with tight deadlines.
  • Highly organized team player, pro-active and with demonstrated strong personal initiative and decision-making ability.
  • Proven solid analytical and problem-solving skills.
  • Political and cultural sensitivity, including ability to adapt well to local cultures.
  • Demonstrated successful experience working within a complex security environment is preferred.


Contract: Two years contract with possibility of extension, subject to funding and performance. Salary and other conditions are offered in accordance with DRC’s Terms of Employment for Kenyan Staff ; Employment band E.

Availability: June 2023

Duty station: Nairobi, Kenya with frequent travel to the field locations

Reporting Line: Country Director

Providing equal opportunities We are committed to creating an inclusive and positive work environment based on mutual respect for all employees. All applicants are considered for employment without attention to race, age, ability, ethnicity, nationality, religion, gender identity, sexual orientation, marital status, or any other factor. At DRC we celebrate diversity and appreciate our employees for the people they are and their unique skills, backgrounds, and perspectives. We encourage all interested candidates to apply.

Promoting high standards : DRC’s capacity to ensure the protection of and assistance to refugees, IDP’s and other persons of concern depends on the ability of our staff to uphold and promote the highest standards of ethical and professional conduct in relation DRC’s values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment. DRC conducts thorough and comprehensive background checks as part of the recruitment process

How to apply

Only motivated applications that address the stipulated duties and meet the required qualifications, sent together with a CV, will be considered.

DRC only accepts applications sent via our online-application form on this link: https://candidate.hr-manager.net/ApplicationInit.aspx?cid=1036&ProjectId=167741&DepartmentId=19013&MediaId=5

Please submit your application and CV in English no later than 21st April 2023