Product line manager C2 (Communication and Collaboration)

Organizational Context

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world’s largest humanitarian organization, with a network of 191-member National Societies (NSs). The overall aim of the IFRC is “to inspire, encourage, facilitate, and promote at all times all forms of humanitarian activities by NSs with a view to preventing and alleviating human suffering and thereby contributing to the maintenance and promotion of human dignity and peace in the world.” IFRC works to meet the needs and improve the lives of vulnerable people before, during and after disasters, health emergencies and other crises.

IFRC is part of the International Red Cross and Red Crescent Movement (Movement), together with its member NSs and the International Committee of the Red Cross (ICRC). The work of IFRC is guided by the following fundamental principles: humanity, impartiality, neutrality, independence, voluntary service, unity, and universality.

IFRC is led by its Secretary General, and has its Headquarters in Geneva, Switzerland. The Headquarters are organized into three main Divisions: (i) National Society Development and Operations Coordination; (ii) Global Relations, Humanitarian Diplomacy and Digitalization; and (iii) Management Policy, Strategy and Corporate Services.

IFRC has five regional offices in Africa, Asia Pacific, Middle East and North Africa, Europe, and the Americas. IFRC also has country cluster delegation and country delegations throughout the world. Together, the Geneva Headquarters and the field structure (regional, cluster and country) comprise the IFRC Secretariat.

IFRC has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the Red Cross and Red Crescent Movement, including sexual exploitation and abuse, sexual harassment and other forms of harassment, abuse of authority, discrimination, and lack of integrity (including but not limited to financial misconduct). IFRC also adheres to strict child safeguarding principles.

The Digital Transformation Department (DTD) has the dual role of providing cost-effective data and digital solutions (“digital solutions") to enable the Secretariat and its geographically distributed staff and offices to function effectively and efficiently, as well as supporting the Digital Transformation of the National Societies to use data and digital solutions for their own work.

The Digital Transformation Department is led by the Digital Transformation Director. Based on a recent organisational change process, four Unit Managers serve as key members of the global DTD management team, along with the CISO and Regional IT managers, under the leadership of the DT department’s Director. Together, they implement the IFRC Digital Transformation Strategy that serves the IFRC’s business needs, and lead the process on further strategy development. Subject to final implementation planning of this change process, the four Units will consist of a Digital product development and management unit, an Enterprise Architecture, Strategy & Planning Unit, Data management Unt and Services Unit.

Job Purpose

Background to the position
In virtually all countries, people increasingly rely on and expect a diverse range of digital services (e.g., through their mobile devices) to interact with local governments, companies, and community organizations and services. This disruption is already happening to humanitarian assistance. Yet, the Digital Divide remains a persistent and significant challenge at both national and local levels.

The need for a successful and large-scale digital transformation is urgent. Furthermore, digitally Transforming the IFRC and its 191 members is a complex process which requires collaborative action and support across the membership. Therefore, IFRC recently developed a Digital Transformation Strategy which was approved by the IFRC Governing Board in May 2021.

The Digital Transformation Department (DTD) has full leadership responsibility for the implementation of the digital transformation strategy and the positive impact it will have on the 191 National Society members of the IFRC. The DTD provides strategic leadership and guides the IFRC Secretariat as well as the members network to adapt and innovate humanitarian services, drawing on digital services, data-enabled decision-making, and other opportunities for digital transformation in support of the IFRC’s Strategy 2030. In addition, the DTD is responsible for the development and implementation of business transformation, information technology and digitalization services throughout the IFRC Secretariat, thereby supporting the same transformation in 19 NSs, setting the vision, and drawing stakeholders together on this digital journey.

The position holder manages the C2 Product, within the DTD’s Digital product development and management Unit, in close cooperation and collaboration with the managers and staff of the Enterprise Architecture, Strategy & Planning Manager, Data management and Service units, as well as IT Managers located in the five Regional Offices and functional reports within different departments with the IFRC. The Product manager will report to the Service Delivery & Support Manager, based in Budapest, Hungary.

The responsibilities of the Digital product development and management Unit include the digital strategy development, annual planning and development and continuity of the global digital products portfolio for the IFRC. Moreover, the unit ensures that digital opportunities are considered and requirements are adequately represented, and implemented in time and within the approved budget.

The C2 provides IFRC with a core platform that digitally enables new ways of working and knowledge sharing,
using and growing the capacities of the IFRC distributed network in alignment with the Agenda for Renewal and the IFRCs Digital Transformation strategy. It proposes solutions that enhance existing solutions and aims in that way to continually nudge the complex way in which we communicate and collaborate towards a better state.

Job Duties and Responsibilities

Job purpose:

To develop the C2 product vision, roadmap and its service to provide IFRC with a global digital platform to increase efficiency and effectiveness in alignment with the Agenda for Renewal and IFRCs Digital Transformation strategy. To lead the organization-wide use and improvement of the C2 product to meet the organisation’s future needs. To ensure the C2 as the organisation’s core communication and collaboration platform, to drive agility and innovation, to deliver more value from data on C2 solutions or about usage of services provided through C2 solutions to increase efficiency, effectiveness and impact of the IFRC’s core processes. To rally up to 2 direct project base and dual reports across the world to analyse and prioritize IFRCs business needs and product performance, manage and optimize the use of human and financial resources allocated to C2, in a collaborative approach. To drive communications and change management for continued engagement on and adoption and evolution of the C2 product.

Product vision, roadmap: Develop and evolve the C2 product vision and roadmap which includes its strategy, direction and goals over time, to ensure the C2 product delivers to business needs and excellent users’ experience and provides IFRC a core digital platform to increase efficiency, effectiveness and impact of the IFRC’s core processes.

Product development: The C2 product manager leads the development of the product, sets further goals and milestones, analyzing business needs across departments, geographical structures and environments, prioritizing enhancements and features, and making trade-offs between competing priorities. Ensures decision making by the C2 product governance (DT Steering Committee) is efficient and effective and manages and optimizes resources entrusted to the C2. Ensures all development initiatives follow a Human Centred Design approach.

Product service delivery: Together with the Service team ensures the service delivery of the product and has the optimal supplier mix (with the right level of backup), in relation to inhouse human and financial resources. Supports the "Support model", ensuring L2 support. Oversees timely and quality new releases/patches management (delivered by Service team/Supplier).

Resource and supplier management: Manages team and budget for direct reports; manages and/or oversees all financial resources allocated to maintain and evolve the C2 product; Manages the relationship with the supplier(s) tasked to support maintain and evolve the product, performs regular performance reviews with them, and manages related supplier processes (procure-pay).

Product performance monitoring and optimization: Together with the Service team and supplier(s) and C2 product team across departments and geographical structures monitors the performane of the product, tracking key metrics, user engagement and satisfaction. Analyse and uses this data to identify areas for improvement and make data-driven decisions about future product development that meet global business needs.

Product governance and C2 product team management: Leads cross-functional team members across the organisation, identifies and develops required capabilities and roles, approves job descriptions, manages direct reports, including human resource management cycle, and coaches dual reports. Ensures all required input for (C2 Product/DT) governance bodies to ensure efficient and effective governance and decision making. Is accountable to the IFRC Secretariat Digital Transformation Steering Committee.

Job Duties and Responsibilities (continued)

Licenses: Together with the Service team analyses license consumption across the different modules and organisation and ensures the license model is appropriate for current and future needs, delivers value for money and stays aware of any licensing changes by the supplier.

IFRC (quality) standards and operating procedures: Ensures ITIL and IFRC quality standards are applied across all responsibility areas as relevant and performs duties in standard IFRC tools. Ensures availability and development of standard operating procedures and/or guidelines and required documentation is delivered and where relevant available into the Service Management Tool.

Projects: Provide steer to all C2 product related project teams (e.g. for enhancements) and ensures they follow IFRCs project management standards and development stages (ideation, design, build, test, go live, hypercare) and includes business value case, resource requirements, collaboration method (agile, waterfall), dev documentation, etc).

Compliance and security: Together with the Service team and C2 product (including functional, dual) team members is responsible for ensuring that the product complies with relevant laws and regulations, and for implementing security measures to protect user data and prevent unauthorized access.

Continuous learning and improvement: Stays up-to-date with industry trends and best practices, and continuously seeks out opportunities to improve the product and the product management process. This includes gathering feedback from users and stakeholders, and using that feedback to inform future product development. Ensures users' learning materials are being developed and evolve with C2 product changes.

Innovation and integration with other applications: Leverages the C2 as core and foundational platform to support agile management, identifification and implemention of opportunities to increase efficiency and effectiveness in alignment with the Agenda for Renewal and assesses innovative approaches to be integrated, or inter-operable with the core platform; Supports integration and inter-operability with other applications.

Reporting: Provides regular reports to C2 product team, DT department management team and other colleagues as relevant, including elements such as related to performance, capacity and availability.

Management and collaboration: Manages 7-10 direct reports, leads and guides up to 30 functional/dual reports as members of the C2 product teams dispersed across departments and geographic structures. Creates a collaborative working culture with C2 product team members, business and key stakeholders as well as C2 product governance for all areas of responsibilities.

Change management and communications: Drives organisational wide change management and communications in relation to the future evolution of the C2 product, in close collaboration with human resources and communications department.

Network: Build network of people within and outside of the IFRC-network to leverage digital experience and expertise to maintain and evolve the products' vision, strategies and performance.

Shared responsibilities
• Partner with Data, Service and Architecture teams/roles to deliver on data management strategy, enterprise architecture and transition of digital products to production and maintenance.
• Collaborate with Planning team on DT Secretariat strategy development, application of project management standards.
• Collaborate with Service Unit for Service delivery as well as on Business value case formulation, feasibility analysis of product production and maintenance, in case of development.

Education

Required:

• Bachelor’s degree in Engineering, computer sciences or equivalent experience in managing organisation-wide C2-product line Products (M365, DXP solutions, Federated Identity and -Search).
• Knowledge and content management certification or equivalent experience and proven three year track record of Knowledge and content management in enterprise environment.

Preferred:

• Product management professional certification.
• Project management professional certification.

Experience

Required:

• Minimum 5 years of professional product management experience for C2-product line Products.
• Proven experience in leading & managing large teams in matrix-based organisation.
• Three years professional experience in business applications development and support.
• Three years professional experience in roll-out, maintenance, upgrades and customizations of C2-product line Products.
• Minimum 4 years professional experience in business requirements analysis.
• Proven experience in contract and supplier management.

Preferred:

• Experience in service management and reporting tools.

Knowledge, Skills and Languages

Required:

• Strong analysis and problem solving skills.
• Solid strategic and conceptual thinking; setting meaningful, long-term vision, consider long-term potential, propose challenging goals.
• Effective communication, collaboration and negotiation skills.
• Ability to drive results, and create culture that fosters proactive action, actively prioritize, set high standards.
  
• Proven skills on digital product lifecycle.
• Excellent interpersonal skills; proven people’s management skills (staff and consultants), including conflict resolution.
• Proven teamwork and trust-building skills, including development of effective and efficient networks and partnerships in diverse cultures and language settings.
• Proven training, knowledge transfer and supervisory skills as part of the people’s management.
• Well organized, able to work under pressure and manage emergencies
• Proactive approach to finding creative and constructive solutions to difficult issues. 
• Fluently spoken and written English. 

Preferred:

• Proven skills in production vision, business value and cost model development.
• Human centred design.
• Propensity for embracing change and ambiguity: anticipate emerging conditions and demands, embrace widespread organisational change, navigate complex dynamics, view uncertainty and disruption as an opportunity.
• Good command of another IFRC official language (French, Spanish or Arabic)

Competencies, Values and Comments

Duties applicable to all staff
1. Actively work towards the achievement of the IFRC’s goals
2. Abide by and work in accordance with the Red Cross and Red Crescent principles
3. Perform any other work-related duties and responsibilities that may be assigned by the line manager

Values: Respect for diversity; Integrity; Professionalism; Accountability  
Core competencies: Communication; Collaboration and teamwork; Judgement and decision making; National society and customer relations; Creativity and innovation; Building trust  
Functional competencies: Strategic orientation, Building alliances, Leadership, Empowering others

Comments: This is a national staff position open to Hungarian nationals and others who are legally eligible to work in Hungary. Candidates must be able to provide proof of their eligibility to work in Hungary.