Practice Lead

**Position Description**

**Purpose of the Position**:
This role will focus on supporting the implementation of Enterprise Service Management programs thus supporting both UNICC and its client organizations co-create business value.

**Objectives of the Programme**:
The objectives of the Centre, is to provide trusted ICT services and digital business solutions to its Clients and Partner Organizations.

**Main duties and responsibilities**

Under the direct supervision of the Chief, Digital Delivery Division (DD) and in close collaboration with the UNICC Directorate (DO), the incumbent is responsible for the following duties:

- Under guidance of the Chief, Digital Delivery Division, contribute to position and deliver UNICC’s Enterprise Service Management (ESM) program
- Under guidance, lead the UNICC’s ESM Centre of excellence in close co-ordination with both internal and external stakeholders
- In collaboration with relevant colleagues, manage interdisciplinary ESM programs with teams of specialists
- Support the Chief, Digital Delivery and his team in building measurably successful sales, in adopting relevant channel marketing strategies, and in building customer relations
- Measure appropriate KPIs and metrics that relate to the ROI, which includes substituent value realization plans. Track and communicate the value realized through the ESM programs
- Create and manage annual forums that drive towards an integrated view of the various digital agendas across the partners
- Facilitate sharing of insights, and capabilities between Business Units/Functions
- Create scaling plans for 2-3 partners annually. Develop partnerships with various program owners and with emerging tech, digital IQ, and ecosystem leads to identify gaps/needs for driving initiatives to scale
- Structure a value offer on UNICC capabilities to support its customers in operating the management of ICT business services
- Provide other ad hoc support either within your team or in other teams as required - this includes the participation in special projects or support to service delivery for short period of time on a part time or full time basis upon request from the senior management

**Recruitment Profile**

**Experience and Skills required**:
**Essential**:

- At least seven (7) years of progressive ICT experience, including experience in coordinating multiple groups of both technical and business resources, projects and programs
- Experience in Digital Business Transformation management, and technical know-how of some of the key evolving ESM platform such as ServiceNow
- Experience and understanding of Enterprise Service Management transformation programs
- Excellent skills in building relationships and networks, ability to work across a wide range of stakeholders and management levels
- Ability to understand technical and business risks inherent to strategic program management and to communicate those risks to management, business and technical units
- Ability to identify and evaluate systemic risks and deep appetite for learning
- Ability to act calmly and competently in high-pressure, high-stress situations
- Ability to work with little supervision and take initiatives
- Experience in managing multi-stakeholder IT projects using structured methodologies such as PRINCE2, PMP, Agile
- Experience in managing strategic partnerships with technology vendors

**Desirable**:

- Management & Strategic consulting experience, working with both the private sector and the UN will be desirable
- Knowledge of best practices around governance, change management and quality standards

**Education**:
**Essential**:

- Master’s level university degree (or equivalent educational qualifications) in IT, Business Management, or related field
- ESM platforms accreditations on IT, HR or Customer Service Management

**Languages**:

- **English**: Expert knowledge is required
- Knowledge of another UN language (preferably French or Spanish) is desirable

**UNICC Global Competencies**:

- **Teamwork**:Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.
- **Communicating**:Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared.
- **Respecting and promoting individual and cultural differences**:Demonstrates the ability to work constructively with people of all backgrounds and orientations. Respects differences and ensures that all can contribute.
- **Producing results**: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.
- **Moving forward in a changing environment**:Is open to and proposes new approaches and ideas. Adapts and responds positively to change.
- **Building and promoting partnerships across the Organization and beyond**:Develops and strengthens internal and external partnerships that can provide information, assistance and supp