Service Delivery Officer

Report to: Provincial Engagement Manager, Baghdad with technical guidance from Service Improvement Lead.

Program Overview: Chemonics International, a US-based international development consulting firm, seeks a Service Delivery Specialist, Baghdad for the USAID Iraq Together/Maán 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, Baghdad reports to the provincial engagement lead, Baghdad 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 Baghdad 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 to improve trust between communities and local government providers.

Receives work assignments from and submits completed work to the Service Improvement Lead.

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 Manager, and update the implementation plan.
• Assist the team lead, provincial engagement Manager, and regional director to identify success stories and highlights to be reported to the client.
• Work with the 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 required; advanced degree in a relevant technical field such as in a relevant technical field, such as international development, public administration, or engineering strongly 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.
• Knowledge of USAID and its operations preferred, or experience with other donor-funded projects.
• Demonstrated leadership, versatility, and integrity.
• Experience living and working in Iraq required, preferably with experience specific to the Baghdad context.
• Full professional proficiency in English and Arabic required.

Application Instructions:

To apply please fill out this form: Iraq Together Job Application Form (smartsheet.com)

Chemonics is an equal opportunity employer and does not discriminate in its selection and employment practices on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, genetic information, age, membership in an employee organization, or other non-merit factors.  

“Only shortlisted candidates will be contacted due to high volume of applications received.”