Consultancy - Senior Project Manager, ICTD NYHQ

UNICEF seeks an experienced Senior Project Manager to lead and manage the successful implementation of an integrated customer service management solution for UNICEF on ServiceNow cloud-based platform.

If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you.

For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children's survival, protection and development. The world's largest provider of vaccines for developing countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments.

Purpose of the Assignment

The incumbent of this post will lead as a project manager and manage the successful implementation of an integrated customer service management solution for UNICEF on ServiceNow cloud-based platform.  

This role will be managing the project from inception to closure. This includes, but not limited to, planning, design, requirements clarification, finalization of project scope, coordination with UNICEF internal technical and business teams, risk mitigation, status reporting, communication, process and technical improvements, overseeing the end-to-end system landscape implementation and application integration.

The new platform which will be replacing existing ITSM tool (HPE SM) and Case Management tool (NeoCase) should allow the implementation of all ITIL processes for ITSM as well as support the implementation of other transactional business processes in Human Resources, Finance and Master Data Management.

Assignment Tasks

The ideal candidate will lead and engage with the external vendor, UNICEF internal technical and business teams to ensure a successful implementation of the new platform meeting the established requirements. He/she will create a collaborative environment guiding process owners and stakeholders to translate business requirements into feasible functional requirements. She/he will ensure that assigned projects meet agreed upon cost, timelines and deliverables set by the statement of work:

General

• Define and document the completion of all phases of the project implementation
• Track the project budget
• Conduct meetings with project sponsor, stakeholders and project team
• Create and maintain project management artifacts such as project scope, WBS, status reporting etc.
• Maintain positive team atmosphere
• Actively track and monitor the project tasks performed by business owners, technical SMEs, and the vendor
• Prepare briefing notes to project stakeholders, including Project Board
• Monitor, coordinate and provide guidance in the resolution of technical and business related problems with ICT SMEs, business owners, system integrator
• and the vendor

Platform Implementation

• Oversee implementation of the ServiceNow and related business processes
• Developing and updating project work plans, and submitting these to the Project Board for agreement and approval
• Work with internal stakeholders and the external vendor in designing the business processes and required data for initial system configuration and integration
• Liaise with all project stakeholders, ensuring views of all parties are considered, verified and validated, and appropriately prioritized to meet business objectives
• Participate in Project Board meetings and provide progress reports on functions implemented and updates on the implementation of the solution.

Change Management

• Oversee the change management process, training and communication activities related to the implementation and release of the new platform
• Oversee the documentation of technical, functional design documents, SOPs and user training
• Manage project risk and related risk mitigation measures.

Project Closure

• Ensure that the project, when formally closed, has lessons learned and appropriate documentation to support implemented processes
• Documents properly handed over to technical and business leads with clear descriptions of ongoing roles and maintenance activities.

Qualifications of Successful Candidate

Education

Bachelor or Master degree in Information Systems Management or Information Technology, Project Management, Computer Science, Business Administration or related field is required.

Years of relevant experience

Minimum 10+ years of project management experience in systems project management (large-scale, global implementations) or software development, technical integration or business operation environments with a proven track record of interfacing with multiple levels of the organization and successful project completion.

Work Experience:

• At least 5 years of experience in leading complex global projects and associated change management
• Experience with process modeling and process architecture
• Experience managing ServiceNow software implementation and understanding of business requirements of ServiceNow
• Detailed knowledge of various ITSM modules (Request, Incident, Problem, Change, Problem, Knowledge, Asset, etc.)
• Detailed knowledge of the Project Lifecycle and fluency in project manager methodologies (PMI Agile, PRINCE2 and PMBOK)
• Experience collaborating across multiple functions and working with operational SMEs, technical resources/ infrastructure and architecture teams
• Excellent communication & presentation skills (written & verbal) across multiple audiences with ability to influence others while working in a multicultural, multi-ethnic environment with sensitivity and respect for diversity
• High motivation, enthusiasm, and dedication to deliver results within strict timeframes
• Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & organizations often outside 'standard' working hours
• High proficiency with Microsoft Office, specifically MS Project, Visio, Excel, and PowerPoint is required
• Experience with Systems Integration
• Solid experience in Financial and HR models in ERP systems (SAP, Oracle).

Other desirable assets:

• Certification in project management methodology – PMI / Prince 2 or equivalent. PMI Agile Certified Practitioner (PMI-ACP)
• ITIL v3 certification
• Experience in working with Public Sector organizations
• Experience working in the UN system or other international humanitarian/development organizations.

Location: The position is based in New York with possible, but limited, travel.

Language: Excellent knowledge of English is essential (both spoken and written).

Please indicate your ability, availability and daily/monthly rate (in US$) to undertake the terms of reference above (including travel and daily subsistence allowance, if applicable).  Applications submitted without a daily/monthly rate will not be considered.

UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organisation.