Service Design Investment Project Manager Consultant
Organizational Context
UNICEF works in over 190 countries to save children’s lives, defend their rights, and help them fulfill their potential. The Global Shared Services Centre (GSSC) provides global services in Finance, HR, Payroll, and IT. Our mission is to be a Centre of Excellence for efficient service delivery, fostering customer service, continuous improvement, and innovation.
Job Purpose
The Service Design Investment Project Manager Consultant will accelerate the maturation of new services within UNICEF's Global Shared Services Centre (GSSC), focusing on Recruitment Administration Services (RAS), Individual Consultant Services (ICS), and International Travel. The role is critical for stabilizing and optimizing service operations, enhancing client experience, and strengthening standardization and automation. The consultant will embed industry best practices and service management disciplines to build sustainable capabilities and generate measurable business value through improved efficiency, effectiveness, and user satisfaction. This consultancy is a time-bound investment to drive tangible improvements in service quality and productivity, ensuring GSSC services effectively support UNICEF's global mission for children.
Responsibilities
The Service Design Investment Project Manager Consultant will lead and contribute to the acceleration of service maturity within GSSC by stabilizing and optimizing service operations for RAS, ICS, and International Travel. Key responsibilities include improving client experience and service quality through targeted interventions and process enhancements. The consultant will strengthen standardization, automation, and overall process performance, identifying and implementing industry best practices and robust service management disciplines. A core function will be to build sustainable capabilities within the service teams that can be maintained post-project. The consultant will be accountable for generating measurable business value by enhancing efficiency, effectiveness, and user satisfaction across the supported services. This involves working within a coordinated 'sprint team' structure, reporting to the relevant service line, and implementing specific service improvements, business processes, tools, standards, and client-facing enhancements to achieve project objectives.
Work Experience
A minimum of five years of relevant professional experience in project management, service design, business process improvement, or organizational development, preferably within a shared services or large organizational context. Experience in implementing service management frameworks and driving operational efficiency is highly desirable.
Skills
Project Management, Service Design, Business Process Improvement, Organizational Development, Stakeholder Management, Change Management, Operational Efficiency, Service Management Frameworks, Client Experience Enhancement, Data Analysis, Reporting, Problem-Solving