Manager/Senior Manager (Systems Governance & Operations Policy), SIR/CCPO

Within the Strategy, International & Research (SIR) Directorate, the Systems Governance & Operations Policy (SGP) Branch under the CaseCentral Product Office (CCPO) is responsible for establishing robust governance frameworks, operational policies, and ICT system enablers that underpin MSF's frontline social service delivery. CaseCentral is a case management platform, which aims to empower caseworkers from the social service sector to deliver holistic, coordinated, and efficient support – driving better client and family outcomes. This role plays a critical part in ensuring the system is well-governed, operationally ready, and continuously improved to meet evolving service delivery needs. You will support ops policy development and governance to change management, stakeholder engagement, inter-agency coordination, and product operations. Working at the intersection of policy, operations, and technology, you will partner closely with internal teams, social service agencies, and ICT stakeholders. You may also be required to supervise and guide contract, temporary, or junior staff, providing day-to-day direction and quality assurance, as well as contribute to the team's capability building through knowledge sharing, coaching peers, and supporting a learning culture. Responsibilities 1. Governance and Ops Policy Framework Development • Co-develop or support the review of ops policies, governance frameworks, and Standard Operating Procedures (SOPs) to ensure CaseCentral operates within MSF's and Whole-of-Government (WOG) Information Management (IM) and data governance standards. • Translate policy intent into clear, implementable operational workflows and process documentation. • Proactively identify governance gaps and propose solutions to strengthen accountability and compliance across the system lifecycle. 2. System Change Governance and Prioritisation • Manage the end-to-end intake, assessment, and prioritisation of system enhancement requests from business owners and operational stakeholders. • Facilitate structured stakeholder discussions to surface needs, resolve competing priorities, and build alignment across divisions and agencies. • Ensure policy and operational decisions are systematically documented to support traceability, auditability and governance oversight. 3. Operationalisation and Implementation Readiness • Develop and refine onboarding frameworks, rollout playbooks, and SOPs to prepare agencies and users for system transitions. • Support data migration planning and system transition and handover activities, coordinating across technical, operational, and business teams. • Conduct pre-go-live risk assessments and develop mitigation plans to ensure smooth operational launches with minimal service disruption. 4. Change Management and Stakeholder Engagement • Design and execute change management (CM) strategies that address people, process, and technology dimensions for CaseCentral rollouts and enhancements. • Build, sustain and coordinate Change Champion networks across agencies to embed ownership, drive adoption, and enable peer-to-peer support. • Plan, coordinate and support communications, briefings, training, and engagement sessions tailored to diverse stakeholder groups. • Gather systematic user feedback through surveys, focus groups, and operational reviews; synthesise insights to inform product roadmap and system improvements. 5. Cross-Agency Coordination and Data Sharing • Develop, operationalise and maintain the consent framework to facilitate data sharing between MSF and partner agencies. • Advise on data governance considerations, including data standards and flows, to support interface and integration planning across CaseCentral and partner systems. 6. System Operations and Product Operations Management • Oversee or manage issue triage, escalation workflows, and resolution tracking to ensure timely and effective response to operational incidents. • Support system performance monitoring and service review processes, working with ICT partners to maintain service levels. • Identify recurring operational pain points and recommend systemic improvements to enhance system reliability and user experience. 7. Documentation and Knowledge Management • Develop and maintain comprehensive SOPs, user guides, process maps, and governance documentation to support consistent system operations. • Establish and maintain knowledge transfer frameworks to ensure institutional knowledge is preserved and accessible across teams. 8. Project and Implementation Coordination • Contribute to project planning, milestone tracking, and delivery coordination across workstreams involving CaseCentral and related systems. • Manage project risks and issues, ensuring compliance with MSF and whole-of-government project governance frameworks. Requirements • Strong systems thinking with the ability to connect policy intent, operational realities, and technology enablers. • Analytical and structured, with a disciplined approach to problem framing, documentation, and decision-making. • Strong stakeholder engagement skills — able to communicate with clarity and influence across diverse audiences, from frontline workers to senior management. • Collaborative, adaptable, and comfortable operating in a complex, multi-stakeholder environment with competing priorities. • Proactive self-starter with a high degree of initiative and ownership over assigned workstreams. Qualifications and Experience • Relevant qualifications in any discipline. Candidates with backgrounds in Public Policy, Social Sciences, Business, Information Systems, or related fields are welcome. • At least 3–5 years of relevant experience in policy development, operations management, change management, or ICT governance — preferably in a public sector or social services context. • Experience working with case management systems, social service platforms, or government ICT projects is an advantage. • Familiarity with WOG governance frameworks, IM8, or data governance practices is a plus. Only shortlisted candidates will be notified within 4 weeks from the closing date of this position.