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Chief Bsn Rel Off (Coll&Comm)

UNHCR

Copenhagen, Denmark

Procedures and Eligibility
Before submitting an application, UNHCR staff members intending to apply to this Job Opening are requested to consult the Recruitment and Assignments Policy (RAP, UNHCR/HCP/2017/2 and the Recruitment and Assignments Administrative Instruction (RAAI), UNHCR/AI/2017/7 OF 15 August 2017.

Duties and Qualifications
Chief Business Relationship Officer (Collaboration & Communication)

ORGANIZATIONAL CONTEXT
The Chief Business Relationship Officer (Collaboration & Communication) is principally responsible for ensuring business partners have innovative information and communication technology systems and services that enable them to carry out their mandate efficiently and effectively. The incumbent is expected to develop strategic relationships with key leaders in DER in Copenhagen in particular and, through these relationships, develop a deep understanding of business challenges and provide technological leadership in the development of ICT plans and systems. The staff member also collaborates with a wide array of contacts internal to UNHCR and across DIST, as well as external suppliers and strategic partners in the delivery of solutions. The focus of this role is the development, maintenance, support and promotion of tools and applications (e.g. SharePoint, Intranet, e-SAFE, BI and Web Apps) to facilitate Collaboration, Communication and Knowledge Management across UNHCR.

The post is located within the Business Relationship Management service and reports directly to the Deputy Director. The incumbent has direct supervisory responsibility over Business Analysts and Service Delivery Managers, as well as matrixed management responsibilities over Solution Engineers, Project Managers and other project and business-as-usual staff performing activities under his/her responsibility.

FUNCTIONAL STATEMENT
Accountability
- Strategic relationships are developed with business partners in the Divisions and Bureaux to exploit full potential of ICT in the achievement of business objectives.
- Development and delivery of appropriate ICT solutions are ensured.
- The technology platforms and solutions for systems are fit for purpose, managed and supported using the standard Service Management processes with well-defined SLAs. and,
- Partners in the Divisions and Bureaux are continuously updated on ICT operational status and efforts to maintain, support and improve services.

Responsibility
Strategy & Planning
- Develop strong collaborative business partnering relationship to understand business requirements and deliver continual ICT service improvement.
- Engage proactively with partners in the Divisions and Bureaux to identify and prioritize opportunities for business improvement through the use of ICT.
- Propose changes or solutions to products and services for optimal business results, as well as analyze and determine operational and financial impact of new product and service offerings.
- Proactively share knowledge of technology risks and opportunities to build competitive advantage and improve efficiency and effectiveness of business units.
- Ensure that Solution Engineers develop and maintain systems and service roadmaps for customer product offerings.
- Secure funding for new initiatives or ICT projects and work with other DIST and business partner units to ensure projects are appropriately staffed.
- Oversee and assist in the drafting of requests for proposals and reviewing of support contracts in area of responsibility including, but not limited to Service Level Agreements, Standard Operating Procedures, and Operational Guidelines for internal and external service providers.

Projects Oversight and Solution Development
- Provide highly-valued strategic consulting support and guidance for key ICT initiatives by leveraging solution engineering resources and/or external subject matter expertise.
- Work collaboratively with business partners to develop project funding requests to the ICT governance board (i.e. project goals, benefits, scope, schedule, budget and risks).
- Participate throughout the project lifecycle as an observer on project steering committees and through regular direct engagement with Project Managers especially when issue escalation and resolution is necessary.
- Communicate decisions, priorities and relevant project information to appropriate levels of staff regarding business unit requests, projects and initiatives.

Service Delivery Management
- Ensure that appropriate support resources, processes and tools are in place before new initiatives, business as usual activities, or ICT project go into production.
- Ensure that business-as-usual production support teams and service delivery managers address and resolve application and system problems within agreed upon service level agreements.
- Prioritize application and systems related tasks based on business needs, in particular in relation to recovery of critical business processes following interruptions in service.


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