Manager, IT Services

Cuso International is a global non-profit organization committed to ending poverty and inequality. Cuso works with local partners around the world to improve economic opportunities for all, enhance women’s and girls’ empowerment, and advance gender equality. By sharing skills, we are building sustainable futures. Each year, we amplify our impact by mobilizing hundreds of professionals who volunteer their time and share their experience.

Find out more at


After 60 years, Cuso International has embarked on a process of renewal.  In an era of rapidly changing contexts for international cooperation, we are looking for a Manager of IT Services (MITS) who will lead the conception and implementation of our organizational IT services strategy.  They will champion successful team collaboration in a virtual workplace by ensuring that the right tools and capabilities are in place and ensuring IT supports meet expectations.  Cuso relies heavily on outsourced IT services.  The MITS will consistently assess and evaluate organizational needs for IT services and ensure these are met. 

The MITS is the primary organizational champion for IT services.  As such they engage will all parts of the organization around the globe, notably all country offices, assessing needs, ensuring remote individuals can participate fully in Cuso’s work and hybrid office, assisting with new service implementation and continuous process improvements.  They will manage the IT operational support functions across geography, providing guidance to offices and departments on matters of technology, security, vendor services, compliance, and quality.  They are experienced in a range of IT capabilities and have a strategic perspective on organizational IT needs.  With a cost-effective mindset, they will evaluate, implement and monitor the performance of the best of customizable solutions from external service providers.  Concerned about risk management, notably to operations and data privacy, they manage service vendor performance closely to emphasize workplace effectiveness and systems security. 


The Manager of IT Services is literate in a broad spectrum of IT solutions, having played different IT related roles in their career.  Very solution-oriented, the ideal candidate is a people-oriented self-starter who enjoys translating complex technology and digital concepts for others.  They are a systems-level thinker who enjoys problem-solving and have experience translating IT related issues for a senior management team.  They thrive on enabling the success of others as part of a team.  They have experience with a range of IT business solutions, from hardware and networks to software.  They are very familiar with an MS Office environment and the range of software solutions required for a not-for-profit (ex. CRM, accounting, HRIS) as well as virtual workplace collaboration tools.  They are comfortable managing budgets and inventory. 

We are looking for a person driven by passion and principle to contribute to a better, fairer and more equitable world and who thrives in a diverse environment where global issues of human rights and equality define our work.  If you are interested in this position, you want your job to have meaning and to be able to apply your skills to help improve lives around the world. 


Strategic Leadership of IT Services, Network Infrastructure and Cyber security – Provide a systems-level oversight of IT needs and services for the organization, applying an entrepreneurial and growth mindset to implement solutions which advance operational effectiveness, systems resilience and data security.  Establish and implement organizational IT policies.  Maintain a future orientation to evaluating emerging IT business solutions and build internal capacity to maximize effective use of IT services.  Working with external service providers, plan, develop, test, implement and support IT systems and solutions for the organization. Maintain close relationship with department leads to assess and discuss needs, identify automations and efficiencies that could improve work speed, performance and save costs.

Quality of IT Services and Vendor Performance – Constantly assess and measure IT services performance to ensure these meet organizational needs.  Manage relationships with IT services vendors used by Cuso.  Develop and monitor vendors/partners performance of ticket resolution and call response times through KPIs to deliver +90% SLA adherence. Prepare and conduct RFPs for IT services as required and follow-through to implementation and staff onboarding.  Though not playing a helpdesk function, the Manager of IT Services will get directly invested in solving IT problems as required.  Manage annual review and or renewal of IT contracts. Lead periodic meetings with vendors to deescalate IT related issues.

IT Equipment and Budgets – Ensure that adapted hardware solutions are well defined and that inventory tracking is done effectively.  Manage IT budgets for the organization in collaboration with the Finance department. 

Staff IT training and skills – Provide onboarding training to new employees and ongoing continuous learning for personnel on IT tools and services as required to maintain and improve effective use of these in the workplace.

Communication, Collaboration and Team Culture – Ensure transparent and effective communication for internal and external stakeholders.  Exemplify the values of the organization for respect, integrity, partnership and collaboration.  Champion a positive workplace and model the use of the IT solutions used by the organization. 


  • Bachelor’s degree in Computer Science, Engineering, Business, or closely related field is preferred, but not mandatory
  • 5+ years experience in IT Services Management
  • Languages: English essential, plus at least one of French and Spanish (preferred)
  • Previous experience working with executive leadership
  • Previous experience working in sector with global operations. Experience in international development or humanitarian assistance an asset.
  • Extensive knowledge of computer hardware and common desktop software including M365, MS Office and the Windows OS
  • Working knowledge of Network (LAN/WAN/VPN) topologies, protocols, and enterprise network equipment
  • Strong knowledge of IT Service Management processes, software, and hardware
  • Ability to work in a collaborative team environment
  • Ability to provide event support when required
  • High proficiency with Microsoft Office 365 (incl. SharePoint) and use of online teamwork and meeting applications (ex. Zoom, Mural, Slack, etc.)

How to Apply:

Cuso International is committed to creating and fostering an inclusive culture. We strive to actively celebrate diversity, advance our equitable practices, and drive greater inclusion. We offer a comprehensive employee benefits package and insurance, generous days of paid time off, including vacation, personal days, and sick days, and more.

Please click here to submit your application. Expressions of interest should be sent in English. Your résumé and one-page cover letter should demonstrate how you meet all the essential and any desirable qualifications. This position remains open until filled, and candidates are screened on an ongoing basis.

Please note that a confirmation email will be generated once you submit your application, but it may be directed to your spam or junk folders of your email inbox.

Cuso International is an equal opportunity employer and encourage applications from all qualified applicants. Accommodations will be provided at any stages of the hiring process upon request. Thank you for your interest in Cuso International.


August 2, 2022


August 15, 2022


Full-time Permanent




Cuso International