"It’s incredibly rewarding to know that my work in ICT supports staff in fulfilling the mission of helping and protecting victims of armed conflict and violence. I’m part of an organization that helps make the world a better place."


Anne Njuguna, ICT service manager based in Nairobi, Kenya.


Can you introduce yourself in a few words?

I am married and a mother of three adorable boys. I have a bachelor’s degree in information technology and an MBA in strategic management. I am also qualified in project management (PRINCE2) and an ITIL expert (Information Technology Infrastructure Library).

After working as an information and communication technology (ICT) coordinator at the Pan Africa Christian University for one year, I joined the ICRC’s help desk as a technician in August 2005. Since 2014, I’ve been an ICT service manager in NAI.  I also have a regional responsibility as ICT incident supervisor.

Why did you decide to join the ICRC?

I was attracted to the ICRC’s mission to help and protect victims of armed conflict and other violence. It’s incredibly rewarding to know that my work in ICT supports staff in fulfilling these aims. I’m part of an organization that helps make the world a better place.

What does a typical working day look like for you?

As an ICT service manager, I am responsible for ensuring that ICT incidents and requests at the Nairobi help desk are managed in an efficient and customer-centric manner. I also supervise such incidents and requests in the Horn of Africa region. The role involves liaising with ICT managers and coordinators in the region’s nine countries to ensure that the delivery of ICT services meets our customers’ quality standards.

How does the ICRC support you in your job?

One of the most remarkable things has been the iDevelop programme, which enables all staff to access different forms of training to develop their careers. This has really helped me. The Humanitarian Leadership and Management School has also been fantastic at equipping me with the right skills for the job. And I have plenty of tools to carry out my day-to-day work, and supportive managers who help me meet my HR objectives.

I appreciate the fact that I was offered flexible working hours as a new mother and have access to good medical insurance for my family. Finally, the ICRC has been incredibly supportive as an employer during the pandemic.

Can you describe a memorable experience you’ve had?

If I had to pick one, it would be helping to set up the ICT training programme for field staff here in Nairobi. I worked with the regional ICT head, the coordinator and a few other colleagues to conceptualize, discuss and create the programme, including content for the workplace organization course, which is used to train colleagues in service management. The course is now offered annually to all ICT staff, depending on the demand, with physical classes currently on hold because of the global pandemic. Since 2018, we have held two classes in Nairobi, training ICT specialists from different ICRC sites.

Do you have any advice for people like you who might be interested in joining the ICRC?

The ICRC is working hard to adapt to global ICT trends like artificial intelligence, machine learning, fifth-generation technologies, cyber security and the internet of things. On top of obtaining an undergraduate degree in computer science, telecommunications or electrical engineering, you should keep abreast of these industry trends.


Would you like to follow in Anne's footsteps? Take a look at our ICT related positions here.