About SEED: SEED is a locally-registered NGO in the Kurdistan Region of Iraq. SEED’s mission is to protect, empower, and support the recovery of  survivors of violence and others at risk. SEED is committed to delivering quality and holistic approaches, combining international expertise and local know-how to achieve results for the people of Iraq and Kurdistan. SEED’s programming focuses on three key objectives: 1) the delivery of transformational, comprehensive MHPSS services including case management, mental health, and legal services, as well as psychosocial support activities; 2) strengthening the capacity of service providers through education, training, and capacity-building programs; and 3) promoting policy and social change to strengthen the rights of, and protections for, vulnerable groups and individuals through public awareness, technical assistance, and advocacy. 

SEED staff are expected to perform job duties and responsibilities professionally, respecting SEED’s Code of Conduct and Policies. SEED is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants, or others, are treated with respect and dignity. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members as part of our commitment to a safe and harmonious work environment.

Role of the Job Title: SEED is seeking a Protection and Service Delivery Manager (PSDM) to lead operations at its STEPS Shelter and two service delivery centers. The shelter provides safe housing and recovery services for survivors of trafficking and those at risk, operated in partnership with the Kurdistan Regional Government (KRG). The PSDM will oversee day-to-day service delivery, lead a multidisciplinary team of case managers and psychologists, and one Service Delivery Coordinator (SDC) and ensure the delivery of high-quality, trauma-informed, and survivor-centered care. The ideal candidate will bring extensive experience in Gender-Based Violence (GBV), Child Protection (CP), support services for survivors of trauma, and experience working in shelters. This role involves staff supervision, coordination with partners and government stakeholders, and ensuring services align with SEED’s protection standards. The PSDM will report directly to the Service Delivery Department Manager. The position is based in Erbil but requires monthly travel to Sulaymaniyah. 

Specific Tasks:

Service Delivery (SD) Management and Leadership - 40%

• Oversee all implementation and administration of SD activities across GBV and TIP programs, including ensuring establishment and management of appropriate service delivery locations. 
• Ensure that service delivery is in line/compliance with grant agreements, donor regulations, SEED Foundation policies and procedures. 
• Ensure that case management, integrated cash assistance, mental health, legal and community-based MHPSS services are delivered in a safe and accessible way, are responsive to the needs of the diverse populations served, and fully adhere to international standards and best practices in GBV and protection programming.
• Assist Program Managers with program planning, program design, and conduct relevant research. 
• Ensure implementation of services is on time, progressing towards program targets and within budget, in line with shared accountability with program managers, identifying challenges and undertaking course correction as required.
• Produce quality program reporting and contribute to monitoring and evaluation for both internal and external use, alongside the MEAL team, and ensure safe and ethical storage of data.
• Provide technical support to service providers especially on complex cases, including advocacy and liaison with government and other actors.
• Conduct service-mapping and build relationships with referral partners.
• Help team members identify problem solving options and ensure the integration of all team members into relevant decision-making processes.
• Oversee all administrative needs of the center, including human resources, procurement, maintenance and safety and security systems, and procedures in close coordination and with support from the Operations Department in HQ. 
• Communicate program goals effectively to ensure overall project targets and donor obligations are met.
• Ensure that SEED Foundation’s accountability framework, including CSG and PSEA safeguarding, is adhered according to policies and procedures.  
• Support advocacy efforts in a range of areas related to human rights, women’s rights, and for survivors of violence and GBV.

Staff Supervision and Shelter Management - 40%

• Responsible for overseeing comprehensive shelter and community-based service delivery to those who have experienced or are at risk of labor or sexual exploitation.
• The PSDM will be responsible for managing the service delivery elements of SEED’s anti-TIP programming and the recovery and reintegration/repatriation services for survivors.
• Provide day-to-day management of the STEPS Center - Shelter for Survivors of trafficking and ensure all policies, procedures, and guidelines are in place and adhered to. 
• Responsible for responding to emergency situations and informing the Senior Management Team. 
• Manage and supervise service delivery staff, including development of work plans, conduct of appraisals and provision of feedback. Staff may have a Service Delivery Coordinator as their direct supervisor.
• Take lead in recruitment and onboarding of all staff according to SEED recruitment procedures.
• Provide ongoing mentoring and on-the-job coaching for service providers to improve their skills and quality of services to clients
• Ensure that service delivery staff have in place self care plans, and coordinate with the relevant technical advisors to ensure that staff participate in team building activities, debriefing and supervision. 
• Identify any gaps or capacity needs within the team and ensure training and capacity development is incorporated into program planning.

Coordination and Organizational Representation - 10%

• Represent SEED with donors, UN agencies, NGOs and stakeholders, as is deemed strategic and relevant.
• Engage with and participate in the Anti-Trafficking in Persons coordination platforms, collaborating with stakeholders to support policy and procedure development, information sharing and coordination among Anti-TIP actors. 
• Develop strategic partnerships and maintain effective working relationships with key stakeholders, program partners and other relevant actors and represent and promote SEED’s mission, values, and work.
• Facilitate information sharing among other SEED programs and team members about contextual updates, coordination and reporting mechanisms.
• Contribute to the development of content for websites, newsletters, social media and campaigns, and participate in media engagements as requested.

Monitoring, Evaluation, Accountability and Learning - 10%

• Working closely with the MEAL team, develop and contribute to the creation of MEAL systems for case management, mental health, and legal services, and for community-based MHPSS. 
• Ensure the ethical management of case data and systems, ensuring that data collection informs improved service delivery.
• Ensure that MEAL systems provide adequate feedback to inform program development and course corrections as necessary.
• Work closely with the GBV, mental health, protection, and case management technical advisors and provide feedback on program implementation, seeking their input as required. 
• Support development of client stories in line with ethical storytelling principles. 

• University degree in Psychology, Social work, Law, International development, gender studies, or other related fields. 
• At least five years of experience delivering MHPSS and GBV services in a similar context.
• Experience in TIP (Trafficking in Persons) preferred. 
• Experience in managing a team of service providers including case managers, psychologists, mobilizers, and lawyers.
• Experience providing program design and development, program implementation, MEAL, and reporting for service delivery  activities.
• Demonstrated project management skills and associated experience.
• Preferred experience working within a shelter, safe houses or other residential facility serving survivors of violence.
• Knowledge of GBV, MHPSS, protection technical standards. 
• Strong belief in human rights and gender equality. 
• Treats all people with respect regardless of age, gender, religion, nationality, sexual orientation, disability status, marital status and ethnicity.
• Experience leading and designing staff wellbeing programs.
• Good interpersonal skills including the ability to gain trust and build relationships. 
• Good diplomatic and persuasion skills. 
• Strong ability to work independently.
• High standard of spoken and written English; Kurdish  and/or Arabic highly desirable. 
• Good computer skills, experience with Google Drive 
• Ability to work in a stressful setting and adapt quickly to changing environments. 
• Serve as a role model and SEED ambassador at all times.

• Interested candidates are invited to submit their applications via this LINK.         
• Applications will be accepted and reviewed on a rolling basis until the position is filled. 
• Only complete applications will be reviewed. Only short-listed candidates will be contacted.