ICT Implementation Manager

Development Group Cluster

UNOPS Development Group Cluster is based in the GPSO - New York Office and supports a diverse and complex portfolio including partners such as the United Nations Development Programme (the Bureau for Development Policy, the Special Unit for South-South Cooperation), the United Nations Population Fund, the United Nations Secretariat and a broadening community of primarily New York-based UN partners in the delivery of project management, implementation and administration services.

Background information - DFS

The United Nations Department of Field Support, Information and Communications Technology Division (UN DFS-ICTD) is responsible for the delivery of applications that satisfy the requirements of the Departments of Peacekeeping Operations and Field Support (DPKO/DFS) missions as well as Special Political Missions (SPMs).

DFS has implemented a range of systems to address the principal requirements of peacekeeping operations and to support and enhance the processes DFS undertakes.

Under the overall supervision of the Senior Project Manager, the ICT Implementation Manager will be responsible for the following duties:

• Establish processes and procedures that will streamline the training and implementation processes;
• Manage client expectations during the implementation process including, but not limited to, discussions with Customer/ Project Manager regarding potential delays in the implementation as a result of missed or incomplete task/milestones;
• Prepare and execute  action plans to resolve customer implementation issues;
• Document current and future workflows, and perform readiness assessment;
• Evaluate and optimize workflows pre and post go-live;
• Liaise with appropriate department to promptly and effectively address issues;
• Manage Testing of various areas of the product at the appropriate time of development rollout;
• Responsible for maintaining product knowledge, implementing and training latest features and functionality of product at the client site;
• Cultivate the client relationship through implementations and all types of training engagements, which include growing the demand for professional services (additional training and implementation services);
• Manage client communication including, but not limited to, ensuring accurate and timely follow-up to questions and issues;
• Organize product knowledge/expertise both in a presentation, training and implementation;
• Contribute to the development and improvement of existing training tools/documentation.
• Provide advice and make recommendations to Senior Management on areas for implementation process improvements.
• Train other team members on areas related to  client engagements when appropriate;
• Responsible for mentoring and training new team members;
• Perform other duties as required.

Impact of Results

The results of work of the ICT Implementation Manager impact directly on delivery of services that satisfy the requirements for the Department as well as the performance of these services implemented in the DFS/DPKO field missions and headquarters. The results of the analyses performed by incumbent will allow senior management to be able to make informed decisions. It will also ensure proper processes and methodologies are followed and implemented according to the latest industry standards. The incumbent is responsible for ensuring activities for all global locations are in line with the overall business targets and UN policies, rules and regulations.

Client Orientation: Ability to identify and analyze client needs and develop appropriate technology solutions to meet business requirements.

Communications: Excellent communication (spoken and written) skills, including the ability to convey complex technical concepts both orally and in writing, in a clear, concise manner.

Planning & Organizing: Ability to organize, plan and implement work assignments, manage competing demands and work under pressure of frequent and tight deadlines.

Teamwork: Strong interpersonal skills and ability to establish and maintain effective partnerships and working relations with people in a multicultural, multi-ethnic environment with sensitivity and respect for diversity.

Education:

Advanced University degree (Master’s degree or equivalent) in information systems, information management, computer science or in field related to the post description. A first level university degree with a combination of relevant academic qualifications and experience in information and communications technology may be accepted in lieu of advanced university degree.

Experience:

A minimum of 5 years of professional experience in information technology, project management and application support, preferably in an international environment with diverse personnel. Excellent communication and presentation skills. Strong understanding of Prince 2 and ITIL processes highly desirable.

Language:

• Please note that the closing date is midnight Copenhagen time (CET)
• Applications received after the closing date will not be considered.
• Only those candidates that are short-listed for interviews will be notified.
• Qualified female candidates are strongly encouraged to apply.
• For staff positions UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
• The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.  

It is the policy of UNOPS to conduct background checks on all potential recruits/interns.
Recruitment/internship in UNOPS is contingent on the results of such checks.