facilities manager

Context
Amman Hub

MSF has been present in Amman since 2006 with different Missions and OCs and since 2015 with delocalised HQ offices.

In 2018, MSF signed a Host-Country Agreement (HCA) with the Jordanian authorities, and consolidated its presence in the country becoming one of the MSF Hubs around the world, with the aim to support the quality of our operations in the region and beyond.

Today, Amman Hub is a complex setting including the presence of 5 OCs with Operations and Organizational Support:

• Units: OCA MENA (Middle-East Northern Africa), OCBA CAHM (Center for Advanced Humanitarian Medicine), OCG MESO (Middle East Support Office)

• Operational Cells: OCBA Cell 1 (Afghanistan, Yemen, Palestine, Syria) and OCG Cell 5 (Iraq, Lebanon, Yemen, Syria)

• Missions: Permanent missions including OCP Jordan (Reconstructive Surgery Hospital), OCBA Syria, and ad hoc temporary hosted missions including OCB Syria/Palestine, OCBA Palestine/Gaza/Yemen, OCG Lebanon/Iran/Iraq/Sudan Yemen/Syria

· An intersectional Amman Mutualised Support Office (AMSO): covering HR, Administration, Facilities (Logistics, ICT, Supply, Cleaning & upkeep of Facilities) and Finance, supporting OCA, OCBA and OCG teams in Amman

· Hosted positions from different OCs and the International Office

Amman Mutualised Support Office (AMSO)

The AMSO is an intersectional unit, the purpose of which is to support MSF teams based in Amman to fulfil their role amid the growing complexity of MSF interventions and new challenges in the Middle East and beyond.

The AMSO provides direct support in terms of HR, Administration, Facilities (Logistics, ICT, Supply, Cleaning & upkeep of Facilities) and Finance to 3 OCs (OCA, OCBA and OCG), as well as hosting entities and staff that might need to be temporarily relocated in Amman.

The main objective of the AMSO is to strengthen its ability to respond to the OC's growing and evolving needs in the region, in order to guarantee a coherent, effective and efficient support, and a welcoming and organised environment in Amman Hub.

The AMSO is managed by a Head of Resources who currently operates under the direct supervision of OCA Head of Bureau, while the ownership of the AMSO belongs to the 3 OCs represented by the leaders of the three OCs organized in a Steering Committee.

After two and a half years of running, and despite big achievements in terms of policies harmonization and streamlining procedures and tools, there is still a lot of work to do. Growing ambitions in Amman and in the region by some OCs, compounded with a destabilized region, has implied a permanent increase of volume and complexity of the work for the team: increase by more than 260% (37 to 139) of the number of people supported in 2 and a half years, high turnover and hosting has become an activity in its self (AMSO has hosted over 258 people since 2023, including from all OCs, regular and emergency Missions teams, CIMTs, etc.)

Objectives of the position

The objectives of the Facilities Manager's position are to support the smooth running of MSF activities and Facilities (Logistics, ICT, Supply, Cleaning & upkeep of Facilities) in Amman, organising offices, apartments and vehicles.

The Facilities Manager is also the focal point for the hosting of MSF entities and individual staff, which comes with a transversal/matrix coordination role of a hosting team composed of Facilities, Administration, HR and Finance team members.

Under the direct supervision of the Head of Resources, in coordination with the concerned people and other stakeholders, with the support of a Facilities team, she/he is participating in and contributing to the design, planning and coordination of these Facilities and Hosting management activities and is responsible for implementing them.

Structuring the team and activities, effectiveness and efficiency are also an important aspect of the job.

The above-mentioned intersectional set-up, supported OCs and multiple HQs and missions, delocalised entities permanently or temporarily supported or hosted, comes with a certain degree of diversity, complexity, and volume of facilities activities, as well as responsibility and accountability towards the involved stakeholders. It also comes with availability and flexibility outside of working hours in cases of emergency (e.g., urgent accommodation, and other needs for Facilities and Hosting activities support).

Beginning of 2025, the scope of responsibilities of the Facilities team was reviewed to increase the areas covered (apartment management and upkeep of facilities being transferred from Administration team) and allow a more coherent and transversal management of all Facilities under its management.

Specificities of the position

Facilities team:

· The Facilities team consists of 2 Facilities Officers, 1 ICT Specialist, 1 ICT & Facilities Officer, and 4 Cleaners

· The team is responsible to provide Logistics, ICT, Supply, Cleaning and upkeep of Facilities' support to the staff based or hosted in Amman as well as the visitors.

· The Facilities Manager is expected to set priorities for the team, supervise, manage the day-to-day activities, monitor and measure the quality of the services provided, and provide guidance and support as needed.

Processes, Procedures and tools / Harmonization:

• Together, with the different stakeholders, the Facilities Manager will design, update, implement and monitor the Logistic, ICT, Supply, Cleaning & upkeep of Facilities' ways of working, policies, processes and procedures as well as putting in place adequate tools and software.

• A specific focus will have to be done on the Supply chain, as the AMSO develops these activities to address not only a blind spot of AMSO development since 2023 but also the increasing needs in a context of mutualisation with OCBA which started in 2025.

· Supporting the AMSO teams in analyzing the market, choosing (and reviewing yearly) regular and ad-hoc goods and service providers and/ or following up relevant goods and service contracts (stationeries, hygiene, coffee breaks, offices, apartments, hotel, travel agencies, taxi, etc.). Ensure back-up plans are identified and prepared.

· Implementing circuits and workflows (roles and responsibilities between Facilities, HR, Administration and Finance teams), flow of information, communication to the different stakeholders, checklists, etc.) in order to anticipate and organize Facilities and Hosting activities

Facilities management and follow up:

• The Facilities Manager will design, implement and monitor the pending Facilities related initiatives/projects regarding mainly but not only: Log and ICT ticketing system, Assets inventory system, Preventive Maintenance Planner, etc.

Planning, monitoring and team management

• Help structuring the growing AMSO to ensure that Facilities management are sustainable and have processes in place.

• In collaboration with the Head of Resources, plan and monitor the resources needed to ensure the integration of OCBA into the AMSO, as well as fluctuating needs in terms of hosting.

· Participating in the budget processes (budget, revisions, follow-up) by providing information on needs, cost evolution analysis, proposing more effective and efficient ways of working, and corrective actions if needed

· Planning and supervising, in close coordination with the HR Manager, the associated processes (recruitment training/induction, evaluation, potential detection, development and communication) of the staff under her/his responsibility in order to improve people's capabilities and to ensure both the sizing and the amount of knowledge required

• Create a team dynamic and ensure appropriate working and living environments between the Facilities, AMSO, and the entities that are supported.

• Ensure all team members have understood their roles and responsibilities in terms of the Hosting agreement and Facilities support, setting objectives and conducting personnel evaluations.

• And other tasks related to the Management of the Facilities team.

Hosting services

• The Facilities Manager is the Focal point for Hosting activities.

• Organize the hosting of staff from other MSF entities (Missions, HQ and delocalised HQ).

· Revise and update the Amman hosting policy, if needed.

· Main focal point and interlocutor for the hosting of staff in Amman.

· Support with drafting, negotiating and managing requests and agreements for Hosted Staff.

· Organize briefings / debriefings for new arrivals and hosted positions for office spaces and apartments needs.

Internal communication

• Identify and propose ways to improve internal communication related to the AMSO Facilities and support with the staff based in Amman

· Briefing and induction of all staff coming for more than 1 week

• Information sharing within AMSO to keep colleagues aware of ongoing needs and developments from the Facilities management team.

• Management and oversight of the Sharepoint tool for the OCA MENA and AMSO, and support to OCs as needed.

Others:

· Supporting the safety/security management of the staff, hosted and visitors (including events) with preventive measures and support on reaction in case of identified risk

• Support the Head of Resources in any other tasks that may be required.

• Back up other members of the AMSO during their absence.