Responsibilities
Business Relationship Management and Communications: Leads and coordinates the establishment and strengthening of business relationship management practices to ensure Agency-wide client needs and expectations are effectively captured, prioritized and addressed in alignment with strategic objectives. Oversees the establishment of an Enterprise Service Desk and the full automation of BRM and communication processes through the CRM system, ensuring standardized, responsive, and transparent client engagement. Develops and tracks Key Performance Indicators (KPIs) to measure service performance and operational efficiency. Digital Transformation Strategy Implementation: Supports the Director in steering the implementation of the Digital Transformation Strategy, ensuring coherence, prioritization, and alignment with Agency-wide objectives. Oversees the functioning of the Digital Transformation Strategy Steering Committee, ensuring effective governance through structured agendas, informed decision-making, and systematic follow-up on strategic actions. Program of Work and Workplans: Leads the development and coordination of the annual Program of Work for the Digital Impact, Technology & Innovation Department (DITID), ensuring alignment with Agency strategic objectives, performance frameworks, and budgetary planning. Oversees the development, budgeting, and monitoring of detailed workplans for DITID initiatives and services, ensuring effective resource allocation, timely execution, financial accountability, and performance reporting. Project Management Office (PMO) Governance and Continuous Improvement: Monitors & supports the governance and oversight of the PMO, ensuring projects are managed according to defined standards, frameworks, and methodologies. Promotes continuous improvement by proactively identifying opportunities to enhance project delivery, compliance practices, and overall PMO effectiveness. Audit Coordination: Leads DITID s engagement in internal and external audits by serving as the primary focal point, coordinating the preparation of audit responses, monitoring timely implementation of audit recommendations, and maintaining effective liaison with auditors and oversight bodies. Enterprise Architecture Governance: Ensures the discipline of Enterprise Architecture governance is upheld and aligned with organizational strategy. Performance Monitoring and Reporting: Develops and maintains tools for tracking the progress of initiatives across the CIO portfolio, preparing regular performance and status reports for management review. Compliance Oversight: Oversees compliance of IT services and applications with UNRWA DITID policies, internal controls, and data protection standards by establishing monitoring mechanisms, coordinating with relevant stakeholders, and ensuring corrective measures are implemented where necessary. Monitors adherence to IT governance framework and coordinates with relevant stakeholders to address and resolve compliance issues in a timely and effective manner.
Competencies
Functional: i. Applying Technical Expertise ii. Creating and Innovating iii. Formulating Strategies and Concepts iv. Leading and Supervising v. Analyzing Leadership: i. Delivering Results ii. Innovating and Taking Risks Other Competencies not listed under Functional and Leadership: i. Ability to work effectively in a team environment and lead cross-functional teams. ii. Proficiency in project management methodologies and tools. iii. Excellent organizational and planning skills; ability to manage multiple priorities and deadlines. iv. Strong interpersonal and communication skills, with the ability to interact with a wide range of stakeholders. v. Ability to draft clear and concise reports, briefings, and other documentation. vi. Ability to work independently and demonstrate initiative. vii. High level of integrity, discretion, and professionalism.
