Service Delivery Officer, Najaf

Service Delivery Officer, Najaf

USAID Iraq Together

Report to: Provincial Engagement lead, Najaf with technical guidance from Service Improvement Lead.

Program Overview: Chemonics International, a US-based international development consulting firm, seeks a Service Delivery Officer, Najaf for the USAID Iraq Together/ Ma’an activity. Iraq Together aims to provide more equitable, efficient, and sustainable public services in Iraq, as well as improving government responsiveness to citizens’ needs and demands. Objectives of this project include working with the Government of Iraq (GOI) to improve service delivery and strengthen democratic and participatory governance.

Position Overview: The Service Delivery Officer, Najaf reports to the provincial engagement lead, Najaf and is responsible for achieving results under Objective 1: Targeted Iraqi Government Improve and Are More Inclusive in-Service Delivery. This position will work on improving service delivery in the Najaf governorate by convening local partners to identify concerns, working with directorates to design and implement customer service feedback mechanisms, and supporting directorate service providers to deliver improvement projects.  This position is open to Iraqi nationals residing in Iraq. The ultimate goal of improving service delivery is improved trust between communities and local government providers.

Responsibilities include, but are not limited to:

• Build and maintain relationships with the local authorities, community groups and individuals, local partners, and organizations to support the implementation of Iraq Together.
• Identify project implementation issues and provide practical solutions to ensure a smooth implementation of programmatic interventions.
• Track implementation of program interventions in his/her area of responsibility, provide status updates to the team lead and provincial engagement lead, and update the implementation plan.
• Assist the team lead, provincial engagement lead and regional director to identify success stories and highlights to be reported to the client.
• Work with Monitoring, Evaluation, Learning, Research and Adapting (MERLA) team to ensure all the MERLA requirements are met during the implementation of program interventions, and integrate feedback from ongoing Monitoring, Evaluation, Learning, Research and Adapting (MERLA) approach to address evidence-based needs and adapt programming in real-time.
• In coordination with objective 2 partner with local CSOs and other civic leaders to facilitate dialogue sessions, including specialized dialogues with underrepresented groups, such as women, and youth to identify priority areas of concern among citizens.
• Provide partner directorates with coaching on designing their customer service feedback mechanisms at the transactional level.
• Institute mentoring and “learning-by-doing” guidance, to improve engagement via individual transactions to establish a foundation for wider communications and dialogue on specific service delivery needs.
• Support directorate service providers to deliver citizen-prioritized improvement projects based on inclusive dialogue and feedback mechanisms.

Minimum Qualifications:

• Bachelor’s degree in a relevant technical field, such as international development, public administration, or engineering required; Master’s degree preferred.
• Minimum four (4) years of relevant work experience in community engagement, government-run service delivery, public administration, and/or international development.
• Experience facilitating dialogue and feedback sessions with diverse participants, preferably including experience facilitating discussions on sensitive topics.
• Experience utilizing digital tools and innovations to solicit public feedback to improve service delivery.
• Experience developing and administering subcontracts and grants, ensuring compliance with donor requirements.
• Minimum two (2) years experience with a USAID-funded project is strongly preferred.
• Demonstrated leadership, versatility, and integrity.
• Experience living and working in Iraq required, preferably with experience specific to the Najaf context.
• Full professional proficiency in Arabic required. Proficiency in English preferred.