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  • Organization: UN WFP - World Food Programme
  • Location: Rome
  • Grade: Level not specified
  • Occupational Groups:
    • Humanitarian Aid and Coordination
    • Managerial positions
  • Closing Date: 2019-03-22

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Common Service Manager - Humanitarian Booking Hub

Rome (Italy)


Common Service Manager – Humanitarian Booking Hub


Short-Term Professional, P2



DUTY STATION (City, Country):

Rome, Italy


11-months (possibility of extension)


The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to end global hunger. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

In emergencies, WFP gets food to where it is needed, saving the lives of victims of war, civil conflict and natural disasters. After an emergency, WFP uses food to help communities rebuild their shattered lives. Present in nearly 80 countries, the organization has the global footprint, deep field presence and local knowledge and relationships necessary to provide access to nutritious food and contribute to the lasting solutions, especially in many of the world’s most remote and fragile areas.

The Administration Service portfolio for WFP operations includes travel services for WFP employees, delivering and maintaining the most fit-for-purpose facilities, managing our pool of assets and providing infrastructure and emergency response capacity through sophisticated engineering services, light fleet management and humanitarian accommodation and with administrative field support teams available in all these areas.  We always aim to deliver in line with WFP's corporate commitment to Cost Excellence and sustainability, measuring and reducing our environmental impact in all that we do.

WFP provides over 70 guesthouses and camps across 18 countries, offering the quality, comfort and safety and all the necessary utilities like electricity and running water.

The Accommodation Booking Service is an online booking platform that makes it easier for humanitarian workers to find and book WFP-managed accommodation. Under the direct supervision of the Global Accommodation Manager, the Common Service Manager shall preform the following duties:



  • Implement Service Level Agreements (SLA) with other UN Agencies and partners for the corporate digital platform in service provisioning by acting as their official and primary WFP contact
  • Organize and implement enrolment of new guesthouses from roll-out planning, single locations display in the site, and activation of focal points
  • Conduct regular customer satisfaction surveys for 1) booking services end-users (humanitarian staff) and 2) Digital Office end-users (Administration Focal Points) by participating Agency to continuously monitor performance management, address improvements, and envision new common services
  • Ensure WFP support and coordination of common services and oversee effective services provision including financial reviews with UN entities service requirements
  • Provide inter-agency reporting of platform usage to highlight guesthouse management improvements at the inter-agency level.
  • Support setting up of other common service Agreements WFP might sign with other UN Agencies through initial piloting to final guesthouses enrolment.
  • Ensure WFP support and coordination of common services and oversee effective service provision including financial reviews with UN entities service requirements.
  • Coordinate with field offices, IRM and RMFG to finalize and implement the best business model for the organization.


  • Coordinate new services creation, design and launch ensuring best customer experience.
  • Prepare roll out and communication plans for new features.
  • Monitor daily Country Office (CO) use of the platform and make new services workflow easy to use.
  • Conduct dedicated training sessions with the accommodation focal points to make sure new services are well received and used accordingly.
  • Prepare and update all Accommodation training materials and Service Manuals both in English and French (other languages when required) and distribute them to all users at WFP and interagency level. 


  • Supervise corporate quality standards application in WFP-managed guesthouses through dedicated assessment reports and on-site assessments.
  • Organize plans for upgrades, where required, with submission to the Wellness Fund of relative Investment Cases for central funding support.
  • Organize and oversee local implementation teams to carry out the approved Upgrade Plans with Implementation Reports to the Wellness Fund.
  • Development of strategic annual plans, related to longer term strategies and improvements to policies, systems and procedures ensuring services provided support WFP strategic objectives and comply with corporate policies, standards, regulations, whilst improving processes and which facilitate efficient and effective services.

The demands of this position, occasionally, require team members to adapt to unforeseen requests and different situations or client requirements outside regular working office hours.


  • Satisfied partnering Agencies, with Service Level Agreement renewal signature for 2020
  • Strategies to enlarge the number of partners to the Humanitarian Booking Hub
  • Satisfaction of Digital Office platform users (Administration Focal Points)
  • Complete assessment of the global network living conditions compared to corporate standards
  • Bi-monthly implementation reports to the Wellness Fund for all Country Offices with active Upgrade Plans/investment cases



  • A university degree in communications/languages/international relations/business administration, or other similar discipline


  • At least 3 years work experience in Administration Management, preferably with a specialization in Accommodation
  • Previous international work experience - either with UN organisation or international organization is an asset;
  • Proven track record of successful customer service approach when responding to counterparts/stakeholders - both internal and external;
  • Proven experience monitoring administrative work against the established standards and protocols for service excellence, while ensures that customer problems are identified and resolved.
  • Experience supporting multi-functional, culturally diverse teams of staff, through trainings and one-on-one engagement
  • Proven experience providing a supportive role leading projects and implementing strategic vision into functional policies

Knowledge & Skills:

  • Knowledge in the preparation and implementation of SOPs;
  • Ability to critically review existing procedures and systems to recommend improvements where necessary to address potential weaknesses and mitigate risk;
  • Applies expert knowledge of administration best practice, concepts and principles and advanced understanding of WFP standards and processes to manage optimisation across the entire organisation
  • Proactively monitors performance and delivers high quality service to meet the needs of customers, requesting customer feedback and taking ownership of customer problems that arise. Pre-empts needs of customers based on experience;
  • Knowledge and/or experience in collaborating and implementing Occupational Health and Safety projects within the area of Facilities Management;
  • Knowledge and experience with UN procedures and practices, desirable


  • Written and oral proficiency in English and one other UN language required (e.g. Arabic/French/Spanish)
Closing date:                   22 MARCH 2019

Female applicants and qualified applicants from developing countries are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

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