Individual Contractor: Project Manager, Customer Care, UNICEF Global Shared Services Centre, Budapest, Hungary

The Project Manager will oversee the successful implementation of all projects that the Customer Care section is involved with, either as lead/owner or as stakeholder. Will coordinate with all stakeholders (internal or external to Customer Care section) of each project and keep the Customer Care Manager and the Management team at GSSC aware of progress, risks and needed intervention during the life cycle of the projects.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, results

UNICEF's Global Shared Services Centre (GSSC) in Budapest, Hungary supports UNICEF operations globally in the areas of Finance, Human Resources, Payroll and Information Technology.

How can you make a difference?

The Customer Care section is responsible for four major areas namely: Service Desk Function, Incident Management Process for all IT services, Identity and Access Management Process, and end-user support for Business Applications and Process.

The Customer Care section often partner with the Division of ICT and other business sections, in joint projects as part of the Continuous process improvement to streamline processes and gain efficiency. Most of these projects are either “end-users facing” to gain efficiency for our customers and/or “back-end” solutions to improve internal processes for our processors and business partners.

The Project Manager will oversee the successful implementation of all projects that the Customer Care section is involved with, either as lead/owner or as stakeholder. Will coordinate with all stakeholders (internal or external to Customer Care section) of each project and keep the Customer Care Manager and the Management team at GSSC aware of progress, risks and needed intervention during the life cycle of the projects.

This will involve:

The Project manager will be responsible for working with the UNICEF internal technical and business teams to finalize projects scope; to gather business requirements; to manage vendor relationship (when needed); and oversee the over-all implementation of projects.

The ideal candidate will lead and engage the technical and business teams to ensure a successful implementation of projects meeting the established requirements. He/she will create a collaborative environment guiding process owners and stakeholders to translate business requirements into feasible functional requirements. Will ensure that assigned projects meet agreed upon cost, timelines and deliverables as set in each project.

With the inputs from the Customer Care manager and project(s) team(s), he/she will:

• Create and maintain an up-to-date consolidated portfolio with all section’s projects
• Create and maintain an up-to-date and detailed plan for each project
• Track completion of all phases of the projects including status, progress, risks and budget
• Conduct meetings with project sponsor, stakeholders and project(s) team(s)
• 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 all stakeholders
• Prepare briefing notes to project stakeholders

To qualify as an advocate for every child you will have...

• Bachelor's or Master’s degree in Information Systems management or Information Technology, Project Management, Computer Science, Business Administration or related field is required.
• Minimum 3+ years of project management experience in IT project management (medium-scale) with a proven track record of interfacing with multiple levels of the organization and successful project completion.
• Excellent understanding of the Project Lifecycle and fluent project manager methodologies of PMI Agile and PRINCE2
• Significant 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.
• High proficiency with Microsoft Office, specifically MS Project, Visio, Excel, and PowerPoint is required.
• Fluency in English (verbal and written) is required.
• Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is an asset.

Mandatory Requirements

The proposing service provider must include the following attachments in their submission:

• CV detailing educational background and all relevant experience.
• Financial Proposal indicating the daily rate for delivery of services. The daily rate should be expressed in Hungarian forint (NET + VAT, if applicable (please indicate the exact amount).
• Document to prove eligibility to work in Hungary, if applicant is non-EU citizen.

Successful bidders will be required to accept UNICEF’s General Terms and Conditions for Service Contracts.

Location and duration

Working hours for this individual consultancy will be 8 working hours per day, 5 days per week. The consultant will work full-time on GSSC premises in Budapest, Hungary.

Contract duration will be 6 months, commencing as soon as possible.

Evaluation Criteria

Candidates who are under serious consideration will be evaluated by the following criteria:

• Formal education and training in relevant IT or Project Management area
• Relevant Experience in managing IT projects
• Knowledge and Experience using methodologies of PMI, Agile, and/or PRINCE2
• Evidence of experience using MS Project, Visio, Excel, and PowerPoint
• Evidence of soft skills, i.e.: command of English, interpersonal skills, detail-oriented, working independently, high level of quality on deliverables, etc.

Candidates meeting technical requirements will be evaluated based on value for money of Financial Proposal.

Payment information

Payment is immediate after receipt of invoice and acceptance of work. Payment will be affected on a monthly basis by bank transfer in the currency of billing.

Individual consultants are not a standard employment arrangement, as payments will be made based on invoices submitted by the consultants on a monthly basis. Individual consultants are entirely responsible for the payment of all insurances, taxes, other contributions payable by the consultant on the payments made by UNICEF to the consultant for his invoices issued under this contract.

Terms of employment

Consultants are required to submit a statement of good health prior to commencement of work and to take full responsibility for the accuracy of that statement.

The consultant is responsible for arranging, at their own expense, life, health, and other forms of insurance covering the period of their services on behalf of UNICEF as they consider appropriate. Consultants are not eligible to participate in the life or health insurance schemes available to United Nations staff members.

UNICEF undertakes no liability for taxes, duty or other contribution payable by the consultant on payments made under this contract.

Please submit your application through UNICEF's online recruiting system in English.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.