Head (Business Relationship Management)

OBJECTIVES OF THE PROGRAMME

The department of Information Management and Technology sits within the Business Operations (BOS) Division, led by an Assistant Director-General. The vision of Information Management and Technology (IMT) is to leverage technology to innovate, collaborate and transform WHO for a healthier world. Its mission is to connect and empower people, automate and optimize digital WHO to deliver its strategic goals (three billion targets).The department leads all WHO IT teams globally in ensuring IT modernization, cost efficiencies through savings, increased staff productivity, harmonization across the Organization whilst being supported by project management practices, performance monitoring and reporting processes. Services which are common to all WHO offices are standardized, operated, and supported from a central yet cost-effective location. The business model requires leadership, close collaboration and active engagement with key stakeholders both in Headquarters and in the regions.

DESCRIPTION OF DUTIES

• Management of the BRM team's overall direction and workplan, staffing and budget in accordance with WHO standards.
• Monitor and report on team progress and staff performance.
• Promote an environment of professional excellence in Relationship Management and Business Analysis services in Geneva .
• Develop close business relationships consistently across all Divisions in HQ (and potentially Regions) to better understand their business needs. In particular direct specific staff working as a single point of contact for Division, and through this approach develop a macro level understanding of business needs (current and future).
• Proactively feed this knowledge back into the IMT Department as part of the senior management team is a crucial element in defining the general direction and governance of projects of the department.
• Implement and manage a demand management mechanism to review and prioritize system needs within Divisions.
• Serve as a primary point of contact for IT business services.
• Develop and report on IT performance KPIs as they relate to business needs.
• Participate in business planning for technical units to identify possible IT contributions to enable meeting objectives.
• Develop an acute understanding of the effectiveness of the current service offerings of the IMT Department as whole and consult with other IT teams to provide this feedback.
• Manage the delivery of Business Analyst services during Demand and Project stages.
• Develop a clear understanding of roles and responsibilities across the various contributors to ensure quality management of deliverables and drive the adoption of best practices.
• Ensure BRM' adherence to the agreed processes of the IMT department in terms of monitoring portfolios of applications,demands, projects, and services coupled with progress reporting.

REQUIRED QUALIFICATIONS

Education

Essential: Advanced University degree in computer/information science or related field.
Desirable: ITIL (Information Technology Infrastructure Library) certification Project Management Methodology (e.g. PMI, Prince2) certification

Experience

Essential:

• 10 or more years of direct position relevant work experience, including several years of managing the entire application development life cycle.
• Several years of IT project management experience with a track record of successful delivery of both in house and outsourced projects.
• Several years of experience in a leadership IT account management role responsible for major groupings of users.
• Several years of experience in managing external vendors delivering application development services to end users.
• Several years of experience of managing application portfolios with cross user domain sharing and formal governance processes.
• Solid experience of working within a larger IT team, understanding the various constraints existing across the different IT domains and contributing to the Departments overall direction.
• Experience in communicating/negotiating with senior business unit leaders and with other IMT teams.
• Proven success in building and maintaining strong relationships with business owners.
• Demonstrated experience in managing outsourcing processes and companies, geographically separated teams combined with extensive experience in a multi-cultural environment.Demonstrated working experience at the international level.

Desirable:

• Working experience in an IT environment to a UN based organization.
• Working experience in providing end user support at different levels.
• Experience in implementing sound and stable technologies in a corporate environment.

Skills

The incumbent must be a self starter with a strong passion for customers and service delivery.

Must have a solid understanding of industry standard methodologies and techniques for system delivery. Familiarity of new software architectures and solutions (SOA, SaaS, Web Services, database management systems, etc). and a practical knowledge of how and when these should be implemented to suit business needs.

Strong team building and leadership capabilities, able to work across organizational boundaries and a track record of execution against planned objectives.

Effectively communicate complex issues with all levels of management, both orally and in writing and in a well-organized and logical manner.

Negotiate, monitor and interpret service level agreements and contracts.The incumbent must be extremely conversant with all elements and how they are managed.

WHO Competencies

Teamwork
Respecting and promoting individual and cultural differences
Communication
Building and promoting partnerships across the organization and beyond
Ensuring the effective use of resources
Creating an empowering and motivating environment

Use of Language Skills

Essential: Expert knowledge of English.
Desirable: Beginners knowledge of French.

REMUNERATION

WHO salaries for staff in the Professional category are calculated in US dollars. The remuneration for the above position comprises an annual base salary starting at USD 89,837 (subject to mandatory deductions for pension contributions and health insurance, as applicable), a variable post adjustment, which reflects the cost of living in a particular duty station, and currently amounts to USD 6962 per month for the duty station indicated above. Other benefits include 30 days of annual leave, allowances for dependent family members, home leave, and an education grant for dependent children.

ADDITIONAL INFORMATION

• This vacancy notice may be used to fill other similar positions at the same grade level

• Only candidates under serious consideration will be contacted.

• A written test may be used as a form of screening.

• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.

• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.

• Staff members in other duty stations are encouraged to apply.

• For information on WHO's operations please visit: http://www.who.int.

• WHO is committed to workforce diversity.

• WHO's workforce adheres to the WHO Values Charter and is committed to put the WHO Values into practice.

• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

• WHO has a mobility policy which can be found at the following link: http://www.who.int/employment/en/. Candidates appointed to an international post with WHO are subject to mobility and may be assigned to any activity or duty station of the Organization throughout the world.

• Applications from women and from nationals of non and underrepresented Member States are particularly encouraged.