The ICRC is hiring a Head of Global Shared Services for the first time to lead the GSS as per the newly designed operating model under the supervision of the ICRC’s Director of Support and Digital Transformation (SDT). The role is part of the SDT department’s leadership team.

As the Head of GSS, you will define the strategy for the GSS. You are responsible for providing overall guidance and management oversight for operations across the global shared services. You will set near- and long-term strategic direction for service delivery and ensure alignment with objectives and business planning for shared services. You will drive the standardization of shared service operations and will be fully accountable for service quality and continuous improvement. In addition, you will serve as the leadership and trusted partner interfacing with senior management, including the Directorate, and policy owners of functions/métiers as the focal point for integrating all aspects of the work of global shared services in the ICRC.

During the initial phase, the Head of GSS will collaborate closely with the GSS Program to integrate ongoing transition projects and further develop the GSS operating model based on the foundations delivered by the program.

Strategy and Leadership

• Deploy and develop operations under the Global Shared Services model in coordination with the Directorate and leadership team.
• Continuously develop the vision and strategy for GSS in line with the institutional strategy and in close collaboration with the organization’s senior leadership.
• Ensures the effective implementation of the vision and strategy in partnerships with concerned functions/métiers and within the GSS organization.
• Ensures clear communication channels and effective stakeholder management with ICRC clients from a strategic and tactical perspective.
• Analyses trends, conducts forecasting, and makes strategic data-driven business decisions.
• Drives transformations and continuous improvement across all service lines and processes by developing and implementing a consistent process improvement methodology.
• Identify and integrate analytics, automation, and other digital capabilities into the existing functions to support the service lines effectively.

Main Duties & Responsibilities (2/3)

Operation Management

• Take accountability for the efficient operation of GSS service lines and functional streams.
• Maintain service delivery standards, key metrics, and service level agreements in coordination with process owners and key stakeholders.
• Conducts periodic reviews with ICRC customers, end-users, and the Heads of Service Line, focusing on user-centricity, continuous improvement, and potential optimization.
• Supervises the annual Planning and Monitoring for Results process for GSS, overseeing the development and implementation of GSS objectives and the corresponding budgets.
• Acts as the main internal and external conduit for systems, data, and processes within the GSS. Steers the continuous development, improvement, and integration of digital tools, applications, and processes to support the effective delivery of services.
• Strengthens compliance and risk-management practices and monitors their implementation, ensuring effective risk identification and the definition and application of mitigation measures.
• Ensures the transition to and support for effective solutions to resolve issues swiftly.
• Acts as the highest escalation point for issues that the Heads of Service Line cannot resolve.
• Accountable for GSS budget and cost of operations
• Oversees the resources and supervises staff under GSS following the ICRC’s human resources and financial management policies, procedures, and practices.

Main Duties & Responsibilities (3/3)

Project Management and completion of the GSS operating model

• Integrate remaining transition projects from the GSS Program and supervise them through completion as per their plan and under the sponsorship of the corresponding Project Steering Committees.
• With the support of relevant departments/divisions, manage the further development of the GSS operating model, moving it from the minimum viable product to full capability.
• Ensures that the respective project’s progress is monitored, controlled, and reported. The realization of benefits is tracked according to the ICRC’s Project Management Framework and other general procedures.
• Ensures communication and change management plans are produced and monitored to support effective adoption of related changes. Supports Steering Committee members in their communication and sponsoring roles. Facilitates regular contact with multiple audiences.

People Management Responsibilities

• Lead effective talent management and succession planning for GSS staff following ICRC policies.
• In collaboration with the HR partner, adapt the ICRC PAC framework to the needs of GSS staff and local regulations.
• Act as employer representative for all staff members under GSS
• Has five to ten direct reports (team size in service centers ranges from 100 to 3,000 people) within the Shared Services Centre and up to five direct reports in the GSS Office.

Relationships

• Internally, interacts with the Directorate, Heads of specialist function (métier) in all ICRC Departments, SDT Leadership team, and all GSS teams across sites (Manila, Belgrade, Geneva).
• Externally, interacts with consultants as needed, following the service-level agreements of other GSS or GBS leaders in international organizations or the private sector.

Education & Experience Required

• Master’s degree or equivalent certification in business administration
• Knowledge of finance, HR, procurement, T&I processes, and asset management
• Change-management certification; familiarity with Agile approach
• Excellent command of spoken and written English; fluency in French, plus a third language as an asset
• 10+ years of professional experience in the Global Business Services (GBS)/Outsourcing industry or similar.
• 5-7 years in senior management roles in a global organization.
• Experience in managing transformation/change, preferably in GSS/GBS setups or transformations; a proven record of transformation project delivery.
• Expertise in shared services functions such as Procurement, Supply Chain, FP&A, HR, and IT services; knowledge of R2R and S2P processes beneficial.
• Strong stakeholder management skills, especially with senior leadership.
• Experience working in the public sector or international organizations is advantageous.

Desired Profile And Skills

• Exceptional analytical, organizational, and resource-planning abilities
• Demonstrated initiative, autonomy, and creativity in problem-solving
• Proven ability to manage multiple tasks and prioritize effectively
• Extensive experience in HR management, including recruitment, training, and strategic planning
• Demonstrated ability to motivate, lead, and develop diverse teams, promoting an inclusive work environment
• Strong skills in stakeholder management, able to influence across various departments and levels
• Forward-thinking and innovative in addressing complex issues
• Excellent oral and written communication skills for effective collaboration
• Strong interpersonal skills, fostering collaborative teamwork across disciplines
• Robust planning discipline with excellent conceptual and organizational skills