Business Process Manager - P.5 - International Telecommunication Union job vacancy, Geneva

Business Process Manager - P.5

The Business Process Manager plans and facilitates business changes in response to the new technology solution and is responsible for the design, development and implementation of all organizational changes required to ensure successful implementation of the new SAP project, managing effective stakeholder communication and consultation so as to ensure a close alignment between the developed solution delivery outcomes and the organization’s business and information needs. He/she focuses on the people side of change – including changes to business processes, systems
and technology, job roles and organization structures. The primary focus is creating and implementing change management plans that minimize staff resistance and maximize staff engagement. The Business Process Manager will work to drive faster adoption, greater ultimate utilization and higher proficiency on the changes impacting staff in the organization such that business results are achieved, supporting project teams in integrating change management activities into their project plans and providing direct support and coaching to front-line managers and supervisors as they help their direct staff through the transitions.

Under the direction of the Chief, Administration and Finance Department, the Business Process Manager plays a lead role in coordinating and delivering change management activities while ensuring that business is maintained as usual during the transition. Using a consultative and collaborative approach to engage stakeholders and supporting the Business Owner and Program Manager, he/she applies a structured change management approach and methodology for the people side changes caused by the new SAP technical solution and:
• Analyses stakeholders’ needs, defines the scope of the organizational change required and the deliverables; interfaces with functional and technical leads/users on the ERP project team; coordinates and delivers change management activities.
• Develops and proposes change management strategy and plans – including communication plan, sponsor roadmap, coaching plan, training plan, resistance management plan, organizational development plan and implementation review - based on the situational awareness of the details of the change and the groups being impacted by the change in order to ensure a successful transition and drafts strategic papers for review by Senior Management.
• Acts as a coach for executives and senior leaders in helping them fulfill the role of change sponsor.
• Manages change delivery schedules prioritizing and coordinating implementation activities, tracking project tasks and deliverables, undertaking regular status reporting, and proactively raising issues and risks of concern.
• Develops and delivers communications and change management materials (presentations, communiqués, graphics, etc.) required to raise awareness and build commitment critical to the success of the project.
• Attends, leads and coordinates customer and related stakeholder meetings as necessary and works with project teams to integrate change management activities into the overall project plan.
• Develops and delivers quality targeted training, based on a training needs analysis that will aid in the transition of the new SAP solution into the business leading to informed, capable and committed staff, behaving and performing to the required standard.
• Identifies potential people-side risks and anticipated points of resistance, and develops specific plans to mitigate or address the concerns; throughout the change management process, identifies resistance and performance gaps and works with HR specialists in the formulation of particular plans and activities to develop and implement corrective actions.
• Prepares a final report evaluating strengths, weaknesses and outcomes and making recommendations to be taken into consideration in future similar situations. Performs other responsibilities as required.


		Qualifications:		Masters degree (Business Management/Administration, Computer Science)
		Experience:		10 years +
		Languages:		English : Speak / Write Fluently
		Job-Type:		fixed-term
		Remuneration:		unspecified
		Permit Type:		EU National
		Region:		Geneva

• Advanced university degree in Business Management/Administration, Computer Science or a related field OR education in a reputed college of advanced education with a diploma of equivalent standard to that of an advanced university degree in one of the above-mentioned fields. A first university degree in one of the above fields in combination with qualifying experience may be accepted in lieu of an advanced university degree in the case where no suitable candidate with an advanced degree is identified. Relevant qualifications in Human Resources or Psychology highly regarded. Change Management Professional designation would be a plus.
• At least ten years of progressively responsible experience including at least five at the international level. Must have been involved in at least two (2) Full Lifecycle SAP implementations and understand what it takes to lead Communications and Organization Change Management (OCM) from project inception to development to successful implementation. The experience demonstrates a proven track record in the successful identification, development and implementation of sustainable complex organizational and business change management plans in response to the implementation of new technology solutions.
• Excellent knowledge of one of the six official languages of the ITU (Arabic, Chinese, English, French, Russian, Spanish) and very good knowledge of a second language. Knowledge of a third language would be an advantage. (Under the provisions of Resolution No. 626 of the Council, a relaxation of the language requirements may be authorized in the case of candidates from developing countries.)
• Specific expertise in delivering Communications and Organization Change Management for ERP/SAP
implementations for the public sector.
• Demonstrated ability to develop change management plans for a range of simultaneous tasks of a complex nature, to set and meet work priorities, develop effective solutions to identified problems to achieve positive outcomes within agreed timeframes.
• Demonstrated understanding of project management approaches, lifecycles and risk management. Problem solving and root cause identification skills. Strong analytic and decision making abilities.
• Proven success in a team environment delivering Communications and Organization Change.
• Solid understanding of how people go through a change and the change process. Demonstrated ability to understand and handle resistance to change.
• Empathetic and innovative, cultivating an environment of trust, collaboration and motivation with partners
• Excellent active listening skills. Excellent influencing and negotiation skills to move others toward a common vision and goal. Exceptional communication skills – both written and verbal.
• Ability to work effectively with official at all levels in the organization and in project teams contributing to the goals and outcomes of the team and to establish and maintain effective relationships with client groups and other stakeholders.
• Demonstrated ability to develop and deliver training.

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