Service Design Investment Project Manager Consultant (IPM)

The Service Design Investment Project Manager Consultant will accelerate the maturation of new services within UNICEF's Global Shared Services Centre by stabilizing and optimizing service operations, improving client experience, and embedding industry best practices. The role involves managing complex transformation projects and coordinating multidisciplinary teams to deliver measurable service improvements.

Responsibilities

• Accelerate the maturation of new services through dedicated delivery-oriented resources.
• Stabilize and optimize service operations.
• Improve client experience and service quality.
• Strengthen standardization, automation, and process performance.
• Identify and implement industry best practices and service management disciplines.
• Build sustainable capabilities that can be maintained following project completion.
• Generate measurable business value through enhanced efficiency, effectiveness, and user satisfaction.
• Establish a coordinated 'sprint team' steered by Business Performance and Modernization (BPM).
• Embed dedicated resources within priority service areas reporting to relevant service lines.
• Implement specific service improvements, business processes, tools, standards, and client-facing enhancements.

Requirements

• Advanced university degree (Master's or equivalent) in Design, Business Administration, Public Administration, Organizational Development, Management, Industrial Engineering, Human-Centred Design, Information Systems, or a related field.
• A first-level university degree (Bachelor's or equivalent) in a relevant field may be accepted in lieu of an advanced degree, provided the candidate has an additional two years of qualifying professional experience.
• At least seven years of progressively responsible experience, nine years with a Bachelor’s degree, managing complex transformation, service design, operational improvement, or related programmes and projects.
• Demonstrated project management experience developing and managing integrated project plans, critical paths, milestones, dependencies, resources, risks, issues, governance, and executive reporting.
• Proven experience coordinating multidisciplinary teams and senior stakeholders across multiple workstreams, including delivery without direct supervisory authority.
• Track record of delivering measurable service improvements and translating business requirements into implementable roadmaps and project plans.
• Experience in shared services, global business services, the public sector, international organizations, or similarly complex environments is highly desirable.
• Project management certification is an asset.
• Fluency in English is required.
• Advanced project and programme management skills, including planning, scheduling, critical-path management, governance, risk and issue management, resource coordination, benefits realization, and executive reporting.
• Strong leadership, facilitation, stakeholder engagement, communication, and influencing skills, with the ability to align teams and decision-makers around delivery priorities.
• Knowledge of service design, service management, human-centred design, customer experience, process improvement, and change management methods.
• Strong analytical and systems thinking, with the ability to synthesize complex inputs, identify dependencies, and translate findings into practical decisions and implementation plans.
• Ability to balance strategic service vision with disciplined execution, immediate operational priorities, and measurable results.

Skills

• Service Design
• Project Management
• Programme Management
• Integrated Project Planning
• Critical Path Management
• Risk Management
• Issue Management
• Governance
• Resource Coordination
• Executive Reporting
• Stakeholder Engagement
• Multidisciplinary Team Collaboration
• Service Quality Improvement
• Business Requirements Translation
• Shared Services
• Global Business Services
• Human Centered Design
• Customer Experience
• Process Improvement
• Change Management
• Analytical Skills
• Systems Thinking
• Benefits Realization

Languages

English