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1. Organizational Context
a. Organizational Setting
The post is located in the Information and Communication Technology Department (ICTD) of the Administration, Finance and Management Sector.
The Information and Communication Technology Department (ICTD) is responsible for the digital, data, and technology transformation of the Organization, with a focus on service quality, efficiency, security, and sustainability. To support the achievement of WIPO’s vision, the Department is leading the development and execution of the Organization’s Infotech strategy, which aims at enabling our internal and external customers’ success through Infotech excellence.
The Department provides its customers with shared Infotech services such as program & project management, enterprise architecture, data management, digital workplace, solution hosting, and software development & maintenance of various critical systems, including Enterprise Solutions, Hague, Madrid, Patent Cooperation Treaty (PCT) Information Systems.
The Enterprise Solutions Division (ESD) hosts the portfolio of ERP applications (known as “AIMS”) which provides the backbone for Procurement, Travel & Meetings, Human Resources, Finance, Program Performance and Budget, Risk Management, Conference Management, and Customer Relationship Management as the main digital platform supporting these processes with over 1,300 internal users and a vast community of external customers. Additional applications beyond those listed may also be included in the portfolio in the course of time.
The Division is responsible for the delivery of the AIMS transformation 2.0 project, a business-driven initiative which focuses on the transformation of the core ERP capabilities (Finance, Procurement, Human Resources Management and Payroll, Travel & Meetings) including integration capabilities with business systems (PCT, Madrid, Hague, AMC, etc.) and satellite capabilities such as the SaaS result-based planning system WePerform.
b. Purpose Statement
WIPO's ERP is central to the Organization's work, enabling business functions, providing operational support, and facilitating data-driven decision-making with analytics insights. It is the backbone of the administration application ecosystem.
The Director will provide leadership and vision to the Division, with the aim to achieve a higher level of maturity and ensure effective operation and evolution of the ERP system in line with business needs, and with a focus on service excellence, quality, and integration. The incumbent will also oversee the ERP transformation. A journey transforming operations into a modern, seamless, simplified user experience and providing real-time data and analytical insights to support decision-making, and will implement the shift towards the cloud, in line with the Organization's Infotech strategy.
c. Reporting Lines
The incumbent reports directly to the Chief Information Officer (CIO), Information and Communication Technology Department, Administration, Finance and Management Sector.
d. Work Relations
The incumbent will be expected to closely collaborate with all business stakeholders, to apply best-practice solutions, and to broker horizontal compromises which meet the needs of all. Externally, he/she will be participating in UN special interest groups, and will also be working with several major vendors to maintain and support the implemented solutions.
2. Duties and Responsibilities
The incumbent will perform the following principal duties:
a. Direct the Division's portfolio of work and take overall management responsibility for its human and financial resources, determining priorities and allocating resources for the timely and quality delivery of work products in accordance with WIPO's results-based management framework; develop and periodically review work plans, budgets, project plans and strategies; determine and track Key Performance Indicators (KPIs) to make sure objectives are met.
b. Orient the Division, with a focus on internal and external customers' needs, towards becoming a comprehensive strategic partner for multiple business stakeholders and advocate for an enhanced digital experience (in particular for fee-paying customers) as the maturity curve progresses.
c. Lead, manage and motivate the team, ensuring the appropriate level of supervision and coaching through a period of change, as the Organization is consolidating its ICT teams and move to a new and optimized IT operating model. This includes managing team performance, continuous improvement in quality management, process maturity, alignment with best practice, skills transformation, the management of service providers and the introduction of product-based delivery model.
d. Oversee and strategically direct the AIMS Transformation 2.0 project which aims at enhancing services for WIPO Member States, customers, and other external stakeholders; improving management and administrative business processes; foster organizational culture change; and future-proofing business applications and technology that keep pace with changing business needs.
e. Oversee and direct the effective delivery of services, projects, and products related to the integrated ERP systems; assume responsibility for Service Level Agreements with business users and ensure that service levels continuously improve.
f. Ensure quality and timely reporting; prepare reports for the governing bodies as required; manage risks and issues on a continuous basis escalating promptly to senior management for speedy resolution.
g. Engage with the organizational initiatives to ensure that plans for the Division/ERP systems are aligned with those of the business sectors; maintain strong relationships with internal customers (business process owners) to ensure solutions continually meet the evolving business needs, to establish a shared future vision from a business and technical perspective, and to evolve the application architecture in a cohesive and market aligned manner to ensure WIPO remains up to date with a modern and supportable landscape of applications.
h. Establish strong partner relationships that promote a shared risk / reward model, ensuring contracts are managed and that delivery of work is on time, of satisfactory quality and at an acceptable cost.
i. Ensure the costs of providing solutions are controlled and link to business benefits so that WIPO gradually achieves a greater return on investment.
j. Monitor relevant technology trends and developments in the external environments and assist in the development of strategies for sustainability, including the use of cloud services.
3. Requirements
Education (Essential)
Advanced university degree in Information Technology, Business Management or a related field. A first-level university degree plus two years of relevant experience in addition to the experience requested below may be accepted in lieu of the advanced university degree.
Education (Desirable)
Certification in program management and architecture frameworks such as MSP and TOGAF.
Certification in a recognized project management methodology, such as PRINCE2, and ITIL Foundation.
Experience (Essential)
At least 15 years' relevant professional experience, including of undertaking projects to effectively implement ERP or similar business systems and transitioning solutions into an operational ICT support environment.
Proven record of delivering a digital transformation strategy focused on ERP.
Experience transforming and leading ICT operations of ERP or similar business systems.
Experience of change management in relation to implementation and service delivery of ERP or similar business systems.
Experience in managing mid to large sized teams including staff, individual contractors and service providers.
Experience (Desirable)
Experience of coaching / mentoring individuals through a transformation process.
Language (Essential)
Excellent knowledge of written and spoken English.
Language (Desirable)
Knowledge of other UN languages.
Job Related Competencies (Essential)
Familiarity with and proven use of structured methodologies for project and service management.