Chief Business Engagement Division

United Nations Relief and Works Agency for Palestine Refugees in the Near East, Amman, Jordan

Skill Required:, Business Development/ Resource Mobilization
Preferred Experience: 
Above 10 Years
Closing Date for Applications: 
29th March, 2021

Job Description

Supports the Director in strategic direction development, implementation, monitoring and evaluation for all Information Management and Technology Department aspects at HQ and in UNRWA’s Fields of operation;
Leads the Agency’s transformation programmes, providing high level business and technical solutions for effectively implementing new business requirements, business changes and business transformation with a view to streamlining and automating business processes and procedures; in coordination with user departments, oversees business analyses, and identifies, advises and coordinates on business processes re-engineering and management of change activities impacting business functions resulting from new information systems deployment;
Manages the relationship between the programme and support departments and IMTD in a formalized and transparent way that ensures a focus on achieving a common and shared goal of successful enterprise outcomes in support of strategic goals and within the constraint of budgets and risk tolerance. Bases the relationship on mutual trust, using open and understandable terms and common language, and a willingness to take ownership and accountability for key decisions;
Manages End-User Service Delivery by providing ownership to main processes in Service Management such as Service Desk, Incident Management, IT Change Management, Service Catalog, Knowledge Management, Asset Management and Configuration Management;
In collaboration with the Head, Project Management Office, plans and manages the Agency’s Enterprise Systems implementation projects; develops the strategic vision, strategies, implementation plans and performance metrics for the successful roll out of the new systems (including ERP); manages Enterprise project activities and tracks, monitors and reports on project progress against plans, requirements, quality measures and standard processes;
Supports the IMT governance bodies and steering committees preparing portfolio status, projects plans, service reports, charter documents, decision support material and other materials needed for IMT applications decision making; liaises and coordinates with applications stakeholders, including Programme Directors, Chiefs and users at large, on all aspects and during all phases of development and implementation of information systems projects;
Defines application portfolio strategy in alignment with the strategic objectives, builds a structured process for defining and measuring business metrics across the portfolio, undergoes a business value assessment and an application rationalization initiative to understand all necessary application changes;
Manages the collection and documentation of the requirements of system, application, or team from executives, end users, and other stakeholders. Identifies the pain points in the business processes and proposes changes. Defines the system/solution requirements including functional requirements, non-functional requirements and the transition requirements. In collaboration with the Chief, Technology and Development and Operations Division (CTDOD), prepares bid evaluation criteria for software and vendor selection; substantively contributes to vendor offers analysis, contracts negotiations and contract management activities, including management of vendor (software vendor and system integrator) relationships throughout implementation phases;
Develops and manages the division’s initiatives, plans, budget and resources; assists in the department’s budget and financial management. Provides leadership and manages assigned staff, including distribution of work assignments, providing guidance, reviewing and reporting on performance and providing required training to ensure staff skills and knowledge cover all aspects of delivered services. Develops and implements IMT operational metrics and KPIs and prepares management reports; responds to all internal and external audit and evaluation requests and requirements;
Represents the Director of Information Management and Technology Department on special and ad-hoc assignments; acts for the latter during his/her absence as a deputy with full responsibility for IMTD, when designated by the Director.


UN Core Values of Professionalism, Integrity and Respect for Diversity and Core Competencies of Communication, Working with People and Drive for Results apply by default. Default managerial competencies may apply.

  •  Leading and Supervising
  •  Planning and Organizing
  •  Adapting and Responding to Change
  •  Formulating Strategies and Concepts
  •  Persuading and Influencing


  • Advanced university degree (Master's or equivalent) from an accredited educational institution in information systems management, computer science, engineering or other related discipline.


  • Minimum ten years of progressively responsible experience in information systems development.
  • The last four year must have been in a senior position in the field of business information systems, leading largescale complex information systems implementation projects.
  • Experience in business analysis, definition of user requirements and evaluation and selection of systems including using a structured development methodology, preferably from a functional perspective in addition to supervising IT staff and employing modern techniques and tools as described below.
  • Experience in business process modeling including documenting and analyzing functional procedures and workflows, business process reengineering and definition and evaluation of user requirements in the selection or development and implementation of information systems.
  • Work experience in complex systems implementation such as ERP, roll-out and support, preferably implemented using Agency’s adopted technology (i.e. Microsoft, SAP, etc.).
  • Extensive experience in various management disciplines, including budget, financial, human resources, recruitment, procurement, negotiation, contracts, risk and change management.
  • Advanced knowledge of service management standards, including IMT services strategy, design, transition and operation, working experience with broad range of up-to-date end user products, systems and tools used in various IMT service delivery functions.
  • Demonstrable project leadership and supervisory experience.
  • A minimum of 2 continuous years of relevant international experience outside UNRWA, and outside the country(s) of which the candidate is a national or holds citizenship, a passport or a national identity number.
  • Additional certification in business analysis (desirable).
  • Knowledge of the mandate and mission of UNRWA as well as the cultural, political and social environment in which it operates (desirable).
  • Additional Training and/or certification in IMT management (COBIT5), DevOps, service management (ITIL) and/or project management (PRINCE2) (desirable).
  • Work experience in identifying and mitigating risks in projects including development of risk mitigation plans (desirable).


  • Excellent command of spoken and written English.


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