Position Purpose

The Service Delivery and Improvement Sr. Specialist is responsible for helping achieve results under Outcome 1, which are focused on the improvement of delivery of services and effectiveness of municipal operations. This position will work on enhancing the quality-of-service delivery systems through the introduction of innovations in service delivery, and re-engineering business processes to increase effectiveness of services and strengthen citizen input and accountability measures with the ultimate goal of improving service delivery and thus trust between communities and local government providers.

KEy Duties & Responsibilities

• Build and maintain relationships with LGUs, community groups, individuals, local partners, and organizations to support the implementation of ALG activities.
• Identify project implementation issues and provide practical solutions to ensure smooth implementation of programmatic interventions.
• Track implementation of program interventions in their area of responsibility, provide status updates to the team lead, and update the implementation plan accordingly.
• Assist the team lead in identifying success stories and highlights to be reported to the client.
• Work with the MEL and Communications team to ensure all MEL requirements are met during the implementation of program interventions, and integrate feedback from ongoing Monitoring, Evaluation, and Learning approaches to address evidence-based needs and adapt programming in real-time.
• Work 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 coaching to partner directorates on designing or redesigning their internal processes and customer service feedback mechanisms at the transactional level.
• Institute mentoring and learning-by-doing guidance to improve engagement via individual transactions, establishing a foundation for wider communications and dialogue on specific service delivery needs.
• Facilitate capacity building sessions and events for local government staff to enhance their skills in service delivery and customer service management.
• Develop best practices and guidelines for effective service delivery and customer feedback mechanisms.
• Monitor and evaluate service delivery improvements by establishing metrics and indicators to track effectiveness and provide regular progress reports.
• Promote innovation in service delivery by encouraging and supporting the adoption of innovative approaches and technologies.
• Coordinate with external stakeholders, including donors and international organizations, to align service delivery improvements with broader development goals.
• Ensure that improvements in municipal operations and feedback mechanisms incorporate gender and social inclusion considerations, prioritizing equitable access to services for marginalized groups.
• Any other duties assigned.

Qualifications

• Bachelor’s degree in international development, public administration, engineering, urban planning or related field, or equivalent work experience; advanced degree preferred.
• 9 years’ experience in program management, community engagement, government-run service delivery, public administration, and/or international development., in WB&G or MENA required.
• 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 in process reengineering and in assessing internal systems and procedures of similar organizations to LGUs.
• Experience developing and administering subcontracts and grants, ensuring compliance with donor requirements.
• Previous experience with a USAID-funded project is preferred.
• Fluency in English and Arabic required.

The Service Delivery and Improvement Sr. Specialist will report to the Service Delivery and Municipal Operations Team Leader.