Head of Support Services

 

DRC in the Democratic Republic of Congo (DR Congo) provides multi-sectoral assistance to refugees, internally displaced persons and vulnerable host populations affected by conflict. The aim is to reduce immediate protection risks and household vulnerabilities through a rapid and relevant humanitarian response that strengthens people’s protective environment. We are currently  looking for a highly qualified and motivated individual to our dynamic team as a Head of Support Services. 

Overall purpose of the role

The Head of Support Services (HoSS) is responsible for strategic leadership and will ensure the strategic and operational supervision of support functions: finance, human resources, logistics, procurement, administration. He/She ensures the effective, compliant, and sustainable implementation of financial, logistical, administrative, and HR systems, while developing the teams' capacities to support DRC's growth and transformation. The HoSS plays a central role in ensuring compliance, efficiency, and sustainability of DRC operations. He/She ensures the establishment of robust, transparent management systems adapted to the requirements of the humanitarian context and donors. As a member of the Senior Management Team (SMT), the HoSS works closely with the Head of Mission, the Head of Programs (HoP), and the Head of Security and Access (HoSA), in order to ensure a smooth integration of support services into the overall operational platform

Responsibilities

Management

• Manage the operational support units for the country operation, in finance, administration, HR, Supply Chain and IT in the country office as well as the area offices, by providing technical support, capacity building and strategic leadership to the areas under his/her supervision.
• Manage, deliver and report on current operations programme support in each region of implementation
• Establish high performing support teams ensuring high-quality, timely and compliant services are delivered to Programmes
• 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
• Ensure effective oversight and coordination of partnership management processes across Finance and Supply Chain teams

Operational Management

• Ensure that DRC has the Support Services structures and processes required to provide high quality, timely, compliant services to our beneficiaries, allowing it to scale up and scale down based on programmatic priorities
• Ensure that the DRC Programme operates in accordance with DRC’s Support Services guidelines and Operations Handbook
• Support the Country Director and the Senior Management Team in liaising with donors and authorities, especially as it 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 area.
• Ensure that DRC retains and continually develops its operational capacity to provide rapid emergency response in particular within its procurement and transport systems
• Regularly update the CO risk register, ensuring that the major financial and operational risks are identified and mitigation strategy implemented
• 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
• Supervise, spot-check, audit, control and implement corrective actions related to DRC’s operational standards within the areas of operation to ensure full compliance, this includes month-end closure, timely sharing of financial reports and creation of budgets for new proposals
• Working with the IT Specialist, is accountable for IT solutions, strategy, services, and end user support in the country operation. This responsibility can be delegated to an IT function.

Team Management

• Providing leadership and direction to a team, ensuring clarity of roles, expectations, and performance standards to achieve agreed goals and objectives.
• Supports the managers to coordinate the daily activities of their teams to ensure workload is supported and prioritized appropriately
• Provide structured, well-planned and ongoing capacity building for the Support Services staff enabling them to deliver including through in-house training sessions and hands on mentoring support
• Leading or contributing to recruitment processes for staff within his/her team and implementing termination decisions in accordance with DRC’s two-step principle.
• Conducting and/or signing off on performance appraisals and ensuring regular, constructive feedback to support continuous improvement.
• Supporting the professional development of team members through coaching, capacity building, and development planning.
• Addressing poor performance and disciplinary issues, including handling Code of Conduct cases referred to management, in line with DRC policies and procedures.

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

About you

To be successful in this role, we expect you to be an excellent communicator and team player who can work under minimal supervision. You are driven, proactive, and passionate about making a difference in humanitarian settings. Moreover, we also expect the following:

Required:

• At least 7 years' experience in relevant field
• Deep understanding of the humanitarian sector and expert-level knowledge in one or more of the support functions; systems level thinking as regards the support services and how to serve the needs of programmes.
• Post-secondary degree in relevant field
• Fluent in French
• Demonstrated capacity in team leadership, risk and compliance management, and experience in managing financial, human, and physical resources and assets for a humanitarian organization
• Excellent communication and relationship management skills, and capacity to work in a multi-cultural environment
• Proven operational management experience and capability, including in conflict areas
• Significant experience in procurement and tender processes
• Understanding and experience of institutional fundraising
• Experience working in an ERP system, including supply chain, finance and HR systems

Desirable:

• Prior experience with DRC as an organization and/or working in DR Congo
• Experience working with NGOs or international organizations.

In this position, you are expected to demonstrate DRC’s five core competencies:

• Striving for excellence: You focus on achieving results while maintaining efficient processes.
• Collaborating: You engage with relevant stakeholders and encourage constructive feedback.
• Taking the lead: You take ownership of tasks and are open to innovation.
• Communicating: You are clear, concise, and respectful in your communication.
• Demonstrating integrity: You uphold and promote the highest ethical standards and DRC's Code of Conduct.

 

We offer

Contract length: 12 months (renewable based on performance and funding)

Band: E1 Management

Work location: Goma with travel to the field

Start date: 1 June 2026

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment for International / National employees.

 

Application process

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: 1st April 2026.

For more information about the Danish Refugee Council, please visit our website drc.ngo.

Danish Refugee Council is an equal opportunity employer. We are committed to creating an inclusive and positive work environment based on mutual respect for all employees. All applicants are considered for employment regardless of personal characteristics or attributes.

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