• Role: Information Communication & Technology (ICT) Lead
  • Applications for this role will close on: Friday 1st December, 2022
  • See full Job Description here:
    ICT Lead
  • Location of role: Fiji
  • Salary Grade: C2 $81,355- $105,760 FJD pa (Internal salary scale)
  • Term: To commence ASAP until 22 December 2023
  • For any further assistance please contact [email protected]
  • This position is reserved for Fiji based residents only.

Applications are invited for the position of:



Oxfam is a world-wide aid and development organisation that mobilises the power of people against poverty working through staff and local partner organisations across the Pacific to combat gender, economic and climate injustice, including in situations of crisis.

Oxfam in the Pacific works to support the following countries in the region: Papua New Guinea, Vanuatu, Solomon Islands, Fiji and the Polynesia/Micronesia country cluster comprising of Samoa, Tonga, Tuvalu, Cook Islands, Niue, Kiribati, Palau, Nauru, the Federated States of Micronesia (FSM), Republic of the Marshall Islands (RMI) (Micronesia). Country teams operate with a mix of direct implementation and via partners, the goal being to increase strategic partnerships where appropriate. The total portfolio for the entire Pacific region is approximately AUD$15 million per annum.

Our work is guided by Oxfam’s global values and by Pacific values and culture including: openness, flexibility, respect, equity, justice, solidarity, collaboration, sharing and humility. We also value local ownership and leadership of change processes. Oxfam has embarked on a journey of self-reflection, focussing on its culture with the safeguarding being one of the key areas that the Pacific Team and Program will integrate into its ways of working to model behavioural change. The Pacific Regional Strategy speaks to the programmatic and operational direction for the new look Pacific Region given the changes.

Oxfam in the Pacific comprises of three hubs: (1) Programs, (program delivery and business development); (2) Strategy, Operations & Culture (grant management & risk, finance, people & culture, operations); and (3) Partnerships, Evidence, Learning & Innovation (PELI).  This position sits within the SOC hub and works closely with the Country Coordinators and Logistics Officers across the region.  The position also collaborates with other stakeholders such as the ICT team at Oxfam Australia.

Department Purpose

The ICT Lead is a key functional role that falls under the Strategy Operations and Culture (SOC) Hub and directly reports to the Associate Director Strategy Operations and Culture (ADSOC). The position works closely with ICT focal points in each of the country office and has working relationship with Oxfam International and Oxfam Australia.

Job Purpose

Reporting to Associate Director SOC, the ICT Lead has dotted line management of a team of ICT focal points (Logistics Officers) and is responsible for:

  1. Maintain and support the Information, Communications and Technology (ICT) systems in all Oxfam in the Pacific offices. The position is the key IT contact and effectively communicates with stakeholders to support the functional ICT needs of OiP.
  2. The position helps to establish and maintain IT focal points in OiP’s country offices to assist with support of those offices.
  3. The position is expected to provide expert advisory support on ICT in new program developments, particularly in developing creative ICT solutions in development and other Oxfam projects.
  4. The position is also a member of the OAU Technology Services Service Delivery team and has a dotted reporting line to the Melbourne based Service Delivery & Operations Manager.
  5. Operating to an agreed Service Level Agreement, the Melbourne based functional manager is responsible for ensuring the ICT Lead implements Oxfam Australia ICT systems, policies and standards, escalates issues appropriately and assists with the deployment of new systems, policies or standards.

Job Responsibilities


  • Responsible for responding to ICT issues raised by Oxfam in the Pacific users and managing all issues through to satisfactory resolution. This includes:
  • Analysis of issues to ensure clear understanding of issue and relative priority.
  • Ensuring that the issue is clearly recorded in the Service Desk system as early in the resolution process as possible.
  • Diagnosis of issues with a focus on returning the user(s) to a productive state as quickly as possible. Work should be undertaken according to priority, with some degree of judgment expected. During periods of high volume, you should proactively seek assistance with prioritization from the Line Manager and the Service Delivery and Operations Manager.
  • Resolution of issue if within skill set, and subsequent recording of resolution against the issue in the Service Desk system.
  • Escalation of issue to next level support (internal or external) if unable to resolve in a timely manner locally.
  • Monitoring and follow up of escalated issues to ensure they are promptly dealt with.
  • Regular communications to effected users on the status of issues they have raised. This may include broadcast communication where an issue affects multiple users.
  • Provision of expert advice and creative solutions for developing and managing information systems, particularly in introducing ICT solutions to address development or other needs in programs.
  • Proactively supports the Oxfam in the Pacific user community in the following ways:
  • Provide advice guidance and instruction and hands-on training and support to staff regarding use of ICT hardware, applications, and services.
  • Proactively provide training and technical support on a regular basis to the IT focal points in the Pacific countries either face-to-face, through phone, Teams, e-mail or online chat.
  • Provide induction for ICT systems and software to new staff within the program and current staff when there are updates/changes.
  • Upon request, set up technology equipment for meetings and ensure it works by agreed upon time.
  • Provide recommendations to improve local procedures and processes, especially implementing and reviewing IT policy relating to the Pacific program network.
  • Support and coordinate in country ICT services in humanitarian response within capacity and in liaison with Melbourne Service Delivery team.
  • Advise local partner organizations on information technology needs on request from Program staff and approved by line manager.
  • Carryout help desk support with minimum support from the HQ help desk, where majority of the requests are supported locally without HQ support.
  • Responsible for deploying and ensuring the effective operation of new ICT equipment and services. This includes:
  • Liaison with Melbourne Service Delivery team for advice on OAU equipment and service standards.
  • Research of suppliers and management of quotation and purchase order processes. Configuration and deployment of new equipment and services.
  • Update of Asset Register and support documentation.
  • Responsible for managing the maintenance and deployment of ICT shared equipment including notebooks, data projectors, printers and other ICT related equipment.
  • Maintain documentation for operations support and end-user procedures for ICT systems and services.
  • With the support and guidance of the Melbourne Service Delivery team, responsible for:
  • Provide identity and access management services to all users including onboarding and offboarding of people from OAU/OiP systems. This includes maintenance of Active Directory services including Security Groups and user IDs. Maintain Oxfam Australia’s standard operating environment (SOE). This includes imaging/re-imaging, wiping endpoint devices, desktop application updates, patches and configuration changes are applied to all computers in a timely manner; software and hardware licenses are maintained; and equipment and hardware is maintained in good working order.
  • Undertake preventative and reactive maintenance including:
    • Perform system monitoring to proactively identify potential issues.
    • Perform ongoing performance tuning, hardware upgrades and resource optimisation.
  • Contribute to technology services infrastructure and improvement projects, including requirements gathering, researching, and recommending solutions and testing possible solutions
  • Implement and carefully monitor backup and recovery systems and respond to recovery requests where required.
  • Ensure the implementation, monitoring and enforcement of network security including maintenance of virus updates, security patches and upgrades to software and hardware as appropriate.
  • Support and maintain communications equipment including fixed line services, internet services and where applicable mobile and satellite phone services.
  • Implement ICT projects, standards and policies in the Oxfam offices in Pacific. Assist with the preparation of an annual budget for IT costs for OiP in line with agreed budget and equipment replacement policies. This involves collating regular and known expense items and liaising with both the Manager and the Melbourne Technical Infrastructure Field team to identify any new investments. Throughout the year there is a requirement to maintain an up-to-date record of expenditure incurred under each budget heading, and report on actual expenditure against budget to the manager.


  • To nurture and grow a values-led and diverse team, ensuring that every individual plays a role in delivering Oxfam’s strategy, vision and cultural aspirations. This includes developing individual and team capabilities through pro-active performance management and supporting OGB to attract, motivate and grow our staff.
  • Submit a monthly status report to the Line Manager, Country Coordinators and to Melbourne Service Delivery Manager
  • Contribute to the development of Technology Services Unit strategies and policies by representing the Pacific Country needs.
  • Ensure the security and safety of others and Oxfam property.
  • Required to undertake job responsibilities in a manner consistent with equity, diversity, child safe and staff health and wellbeing policies, procedures and frameworks.
  • Additional related duties as assigned by the Manager or Service Delivery team.
  • Management of ICT fixed assets of Oxfam and be the assets custodian and conduct bi-annual ICT fixed assets verification exercises for Oxfam office in the Pacific and field locations, and in liaison with the finance department, update fixed assets registers in the ERP system.
  • Development and maintain a system for fixed assets management, including recording new assets, assets allocations and transfers, disposals, etc
  • Working with the head office team to develop a disaster recovery plan and an online filing platform for field offices and communications department


  • Contribute to the development and implementation of TS Unit strategy and work plans
  • Assist with the development, implementation, monitoring and compliance of ICT policies within the Pacific, including ICT Security policy and software licensing
  • Provide induction for ICT systems to new staff within the program
  • Provide recommendations to improve local procedures and processes, especially implementing and reviewing IT policy relating to the Pacific program network.
  • Participates in Oxfam performance management framework and activities as a staff member
  • Required to undertake job responsibilities in a manner consistent with EEO/AA and OH&S policies and procedures and report risks and incident to Line Manager.
  • Ensures the security and safety of others and Oxfam property
  • Mitigates against risks with low impact to the organization and escalates high level or complex risks
  • Mitigates and reports on intermediate risk and escalates management of these as necessary.
  • Manages and ensure the integration and compliance of Oxfam policies and relevant sector codes of good practice across the area of work.
  • Ensure the security and safety of others and Oxfam property.
  • Maintain confidentiality of organisation information.
  • Other duties as delegated.


  • Develop strong relationships with field office staff and head office staff.
  • Represent Oxfam within information technology industry and professional networks within the Pacific.
  • Participate in the Technology Services team, representing Pacific needs and seeking opportunities to learn from colleagues in other countries.
  • Participate in Oxfam Confederation Regional IT hub forums.


  • Eager and required to adhere to Oxfam’s principles and values as well as the promotion of gender justice and women’s rights. Understanding of and commitment to adhere to equity, diversity, gender, child safety and staff health and wellbeing principles.

Job Requirements


  • High quality people management, interpersonal and negotiation skills.
  • Excellent analytical, planning and coordination skills.
  • Excellent written and oral communication skills in a cross-cultural environment.
  • Demonstrated skills in donor contract management, policy development and implementation and risk and compliance.
  • Excellent knowledge in computer hardware/software and peripherals including printers.
  • Excellent knowledge in MS desktop operating systems, O365, email clients, endpoint protection, internet browsers, web publishing and basic multimedia tools.


Preferably certified in Microsoft certifications and ITIL Certification


  • A degree or a professional level qualification in Information Communication Technologies/Computer Science or professional qualification in similar field.


  • Minimum of 5 years demonstrated experience on implementation of information, communication technology for development program purpose (Experience in NGO sector desirable).
  • Experience in project management, document management and ICT capacity building skills.
  • Experience working with ICT service desk applications and processes.
  • Experience with building, deploying and maintaining a standard operating environment (SOE) with SCCM and Intune
  • Knowledge of data backup and restoration procedures.
  • Knowledge of networking principles including LAN/WAN services and devices. Knowledge of Windows Server and basic Active Directory functionality.
  • Excellent written and verbal communication skills.
  • Ability to establish strong working relationships with field office and head office staff and local and other stakeholders.
  • Ability to work in a multicultural environment and to handle range of stakeholder requirements
  • Strong interpersonal and customer care skills.
  • Ability to work under pressure and priorities conflicting demands. Takes responsibility for and completes standard tasks with minimal supervision.

Key Attributes

  • Leadership skills and the ability to inspire and motivate others.
  • Capacity to work under pressure – resilient and optimistic.
  • Ability to work as a member of a team and without supervision.
  • Ability to manage competing priorities and capacity to balance work demands with other life needs and to model appropriate work style to colleagues.
  • A problem solver and solution focused approach to work.
  • Discretion and ability to maintain confidentiality.
  • Patience, tolerance for other perspectives and good inter-personal skills.
  • Understanding of and commitment to Oxfam’s development philosophy, principles and objectives.
  • Ability to demonstrate sensitivity to cultural differences and gender issues, as well as the commitment to equal opportunities.
  • Ability to demonstrate an openness and willingness to learn about the application of gender/gender mainstreaming, women’s rights, and diversity for all aspects of development work.
  • Commitment to Oxfam’s safeguarding policies to ensure all people who come into contact with Oxfam are as safe as possible.

Organisational Values

  • Accountability – Our purpose-driven, results-focused approach means we take responsibility for our actions and hold ourselves accountable. We believe that others should also be held accountable for their actions.
  • Empowerment – Our approach means that everyone involved with Oxfam, from our staff and supporters to people living in poverty, should feel they can make change happen.
  • Inclusiveness – We are open to everyone and embrace diversity. We believe everyone has a contribution to make, regardless of visible and invisible differences.


  • Ability to travel away from home, often to remote programmatic sites within the Pacific for up to 12 weeks per annum, including periodic travel abroad for global meetings.


  • Fluent in written and spoken English. Ideally the ability to also work in an additional local language.

Child Safeguarding

As an agency undertaking work both nationally and internationally and in humanitarian response, Oxfam takes its duty of care seriously to safeguard children and recognises that it must meet community expectations and the trust placed in its personnel to maintain the highest standards of conduct with children. Therefore, all positions are required to understand and comply with the Child Safeguarding Policy, Code of Conduct, Toolkit and Social Media User Policy.

  • This role requires Oxfam representation when occasionally visiting the field (overseas and domestic).
  • This role requires access to information relating to children.
  • This role involves making decisions which may affect children, including volunteers and other supporters under the age of 18.