Service Request Manager

Company profile

SoCha LLC (a portmanteau of Social and Change) is an independent company that provides bespoke solutions to social challenges. Working across Asia and Africa, SoCha offers Monitoring, Evaluation, Analysis and Learning solutions to bi-lateral, multilateral, and philanthropic foundation donors. SoCha emphasizes the use of robust and rigorous analytical and data collection methodologies to inform decision making. We work actively with clients to ensure the social and economic consequences of policy making decisions are understood and appreciated in non-technical terms.

Background

SoCha, LLC is preparing a response to the Request for Task Order Proposals for the Monitoring, Reporting, and Capacity Strengthening Contract for the Sahel (MRCS). This award will mainly support USAID/Sahel Regional Office (SRO) in Niger and Burkina Faso, and provide limited assistance to Mauritania, Chad, and The Gambia.

This mechanism will advance USAID/SRO’s commitment to program effectiveness across all sectors, and to make informed strategic and management decisions. The MRCS will primarily work in Burkina Faso and Niger to carry out third party monitoring (TPM) in predominantly insecure areas and provide outputs and outcomes verification, conduct  evaluations/studies/ assessments, support stakeholders to have functioning M&E working groups at country level and capacity strengthening specifically in monitoring and evaluation (M&E) of appropriate offices/structures of the Governments of Niger and Burkina Faso (GoN and GoBF), as well as sub-national state institutions, local civil society organizations, community-based organizations, and implementing partners.

To assist in managing the service requests, SoCha seeks an experienced Service Request Manager (SRM).

*** This is a designated local hire position – Suitably skilled and qualified Burkina Faso Citizens and residents are encouraged to apply. *** 

Responsibilities

Reporting directly to the Chief of Party (COP), with multiple internal and external stakeholders on technical, logistical and financial requirements, the SRM will support the COP in coordinating and managing activities. S/he will be primarily responsible for owning the work order creation and due maintenance process. This requires coordinating to compile multiple internal inputs to finalize specific documents associated to each progress status of the Service Request Process, including for approval by the client. The SRM will also manage work order management system, ensuring it is up to date and meets SoCha documentation requirements.

Main duties of the position will be:

• Oversee work-order development, writing and process. Primarily responsible for execution of the Service Request Management System.
• Work closely with the team leads to ensure smooth writing and execution of all service requests from design to reporting.
• Coordinate with MRCS teams to gather necessary inputs and logistics for work order form.
• Write scopes of work (SOWs) for short term staff requirements.
• Develop budgets for activities.
• Coordinate with SoCha home office on planning and staffing.
• Coordinate with team leads to ensure they have resources and staff required to execute service request.
• Liaise with USAID’s Contracting Officer’s Representative (COR) to ensure timely authorization of pending service requests and deliverables. 
• Write and coordinate inputs and production of quarterly and annual reporting.
• Other duties as appropriate.

Qualifications

• Advanced degree in Program Management, International Development, or related field.
• 5+ years’ experience in program management knowledge and skills.
• Experience working with and coordinating with high level internal and external stakeholders.
• Strong communication and interpersonal skills and the ability to work in a team environment.
• Demonstrable experience in overseeing and writing scope of work for Donor Funded Work Orders, including both technical and level of effort or budget operational requirements.
• Experience working on USAID activities.
• Ability to multi-task and oversee multiple activities at one time.
• Proactive and solution-minded attitude. 
• Experience with Monday.com or similar project management software preferred.
• Fluency in written and spoken English & French required.

Location
Ouagadougou, Burkina Faso.

How to apply
Suitably skilled and qualified applicants should upload their CV via https://jobs.socha.net/service-request-manager-burkina-faso-2022-03-15/. Applications close on March 15, 2022. Candidates will be reviewed on rolling basis and may be selected before the closing date.