Job Description

Please note that this vacancy is only open to eligible staff members who have been individually notified of their eligibility to apply for positions advertised in the Accelerated Posting Compendium.

June 12, 2026

H (no hardship)

Family

PR5

Professional

Reason

Regular > Regular Assignment

2026-05-26

Chief of Headquarters Support Services Section

Organizational Setting and Work Relationships

The Chief of Headquarters Support Services Section (HQSSS) is responsible for the strategic leadership, operational management and continuous development of HQSSS as a centralized shared service platform for Headquarters. The incumbent leads a multidisciplinary team covering a diverse portfolio spanning through administrative support, partnership management, project control, HR vacancy management, HR affiliate workforce management, the local HR function and HR advisory/partner function for HQs, as well as IT site support, across HQ locations and ensures the effective delivery of integrated human resources, administrative, resource management, project control and IT support services to all Headquarters Divisions and Entities.

The position plays a key role in embedding the new Headquarters Resource Management Support Model in the evolving service delivery model for enabling functions, strengthening partnerships with Divisions and Entities, and driving standardization, service quality and efficiency across retained HQ Resource Management support functions.

The position reports to the Head of Global Shared Services (GSS). The Chief of HQSSS will support the Head of GSS in driving the continuous enhancement of UNHCR’s enabling functions service delivery model through shared services by actively contributing to continuous improvement efforts, engaging key stakeholders across HQ with operational insights from day-to-day service delivery and driving efficiencies.

Lastly, the Chief of HQSSS will support the Head of GSS in representing and managing UNHCR’s outsourced Headquarters functions in Budapest, including engagement with local UN system bodies, host government, and partners, ensuring effective coordination and communication on cross-cutting issues. This is done in close collaboration with other teams providing location-specific administrative support, including upholding accountability for security, such as the Division of Resource Management’s Global Infrastructure Service.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties

Strategic Leadership and Oversight

• Lead the operational delivery and direction of headquarters support services, ensuring alignment with organizational priorities, delegated authorities, efficiency objectives and performance expectations.

• Drive the streamlining, governance and optimization of retained enabling functions across headquarters, promoting efficient, high-quality and end-to-end service delivery in alignment with the broader GSS operating model.

• Ensure coherent governance, accountability and coordination arrangements for retained enabling functions across Headquarters, including clear interfaces and effective upstream/downstream coordination with GSS service areas.

• Translate strategic guidance into clear operational priorities, service delivery standards and performance indicators, and monitor KPIs across HQSSS service lines to ensure timely, accurate and client-oriented services.

• Ensure HQSSS operates through structured service delivery, performance monitoring and risk management frameworks aligned with GSS standards, policies and reporting requirements.

• Serve as the key interlocutor for HQSSS with senior management, divisions and entities, and relevant governance bodies, including the HQSSS Steering Committee and headquarters Resource Management Task Team.

• Support the evolution of UNHCR’s shared services model by translating lessons learned from the consolidation of Headquarters enabling functions into lean and effective service delivery approaches at regional and operational levels.

Service Delivery and Operations Management

• Oversee the delivery of integrated HQSSS services across human resources support, partnership and project management support, administrative support, and IT HQ site and end-user support, ensuring consistent, timely, accurate and client-oriented service delivery across all Headquarters locations, in alignment with GSS service delivery and performance monitoring frameworks.

• Ensure HQSSS operates through a structured service delivery model, including, where applicable, service catalogues, service level agreements (SLAs), and service and case management platforms to manage and monitor service requests in alignment with GSS standards and interfaces.

• Drive continuous improvement, standardization and simplification of processes to enhance efficiency, transparency and client satisfaction, in coherence with GSS service delivery principles and operational frameworks.

Human Resources Support

• Act as a trusted partner to divisions and entities, including senior managers, providing advisory and coordination support.

• Ensure the delivery of location-specific HR support services across headquarters, including secretariat and ex-officio support functions for Assignments Committees in Budapest and Copenhagen.

• Oversee administrative support for vacancy management processes for international and local personnel across headquarters divisions and entities.

• Ensure the delivery of affiliate workforce management support services, including recruitment and administration (payroll, benefits, entitlements), across headquarters divisions and entities.

Partner and Project Management

• Oversee the delivery of partnership management support services, including support for partnership selection and retention processes, transactions related to the UN Partner Portal, partner supplier identification in Cloud ERP, and pre-agreement assessments related to PSEA and internal controls.

• Ensure effective project agreement management support, including the creation and amendment of Project Partnership Agreements (PFAs), project workplans and related annexes in UNHCR corporate systems, as well as support for partner prepayments, performance monitoring and project closure processes.

• Oversee project control support services, including end-to-end coordination of Quality Assurance Checklist processes, financial monitoring of partnership agreements, and support related to project audits.

Administrative and Procurement support

• Oversee administrative support services related to purchase requests and the facilitation of procurement processes with commercial suppliers.

• Ensure effective support for donations in-kind processes, including the recording of acceptance and delivery confirmations in Cloud ERP.

• Oversee event organization support services, including assistance with procurement processes, issuance of Administrative Instructions, and travel arrangements for external participants.

Headquarters IT site and end user support

• Oversee the delivery of IT site support services across Headquarters locations in Geneva, Budapest and Copenhagen, ensuring consistent, timely and effective support to end users and uninterrupted business operations.

• Ensure the provision of reliable event, conference and meeting room IT support services, including assistance with video conferencing, online interpretation setup and time sensitive technical support during meetings.

• Oversee end-user device and user support services, including effective laptop and associated equipment lifecycle management, application support, and troubleshooting related to networks and mobile devices.

• Ensure the delivery of printing and telephony services, including assistance with printing infrastructure, SIM card issuance and technical support of telephony-related issues.

• Ensure IT service continuity through effective oversight of IT service contracts, ensuring contracts are maintained up to date and in compliance with performance, service, and security metrics, in line with organizational and regulatory requirements.

• Coordinate support for Headquarters personnel in accessing common IT services and shared platforms, including coordination with relevant stakeholders and service providers.

Organizational Leadership and Partnership

• As an integral part of GSS, HQSSS will strengthen the partnerships with the retained resource management capacities across Headquarters Divisions and Entities, promoting collaboration, shared accountability and aligned ways of working.

• Serve as a trusted advisor to senior managers on operational service delivery issues, organizational risks and service enhancement opportunities across Headquarters.

• Lead and manage a multidisciplinary team across Budapest, Geneva and Copenhagen, fostering a cohesive and inclusive “one team” culture that promotes collaboration, accountability and service excellence across HQSSS service areas.

• Ensure effective workforce planning, performance management, staff development and staff well-being within HQSSS, strengthening capabilities required to support an integrated shared service delivery model.

• Lead the continued operationalization and organizational maturation of HQSSS, embedding new ways of working and supporting change management in alignment with GSS transformation objectives.

• Promote the use of data, performance monitoring and organizational learning to support informed decision-making and strengthen service quality and operational effectiveness across HQSSS.

• Lead risk assessments and discussions with team(s) to proactively manage risks and seize opportunities impacting objectives. Ensure that risk management principles are integrated in decision-making both at strategic and operational levels. Allocate resources for planned treatments with resource requirements in Strategic Plans. Ensure that risks are managed to acceptable levels and escalate, as needed. If a Risk Owner, designate the Risk Focal Point and certify that the annual risk review is completed and ensure that the risk register is updated during the year, as needed.

• Perform other related duties as required.

Minimum Qualifications

Education & Professional Work Experience

Years of Experience / Degree Level

For P5 - 12 years relevant experience with Undergraduate degree; or 11 years relevant experience with Graduate degree; or 10 years relevant experience with Doctorate degree

Field(s) of Education

Business Administration; Economics; International Law;

Political Science; International Relations; or other relevant field.

Certificates and/or Licenses

Not specified.

(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience

Essential

Excellent interpersonal and stakeholder management skills, with a proven ability to influence stakeholders, lead negotiations and build consensus among internal and external partners. Demonstrated strategic thinking and strong understanding of interdependencies between operations, enabling functions and service delivery models. Progressively responsible professional experience in resource management, human resources, administration, operations, shared services or related enabling functions, including substantial experience leading multidisciplinary teams across functions and locations. Proven ability to deliver organizational priorities efficiently while fostering a collaborative, inclusive and high-performing work environment. Demonstrated experience supporting or leading organizational reform, process optimization or change management initiatives, preferably in Headquarters or large institutional settings. Experience designing, operationalizing or managing shared service delivery models, including the use of Headquarters-based service consolidation as a platform for organizational learning, process improvement and scaling of efficient service delivery approaches. Proven ability to develop and implement operational plans aligned with organizational objectives, including the management of operational risks and service delivery challenges. Experience engaging with governance bodies, senior management and executive-level stakeholders, including the provision of strategic advisory support and coordination across organizational entities. Demonstrated ability to standardize and streamline processes, manage change and deliver results in complex organizational environments. Strong strategic and operational leadership skills with a clear client- and service-oriented mindset. Excellent communication, negotiation and coordination skills.

Desirable

Solid understanding of UNHCR’s mandate, organizational structure and operational environment at both field and HQ level. Experience in process re-engineering, organizational transformation and shared service delivery models, including shared services leadership and management experience. Demonstrated knowledge of UNHCR and inter-agency policies, standards, programmes and operations.

Functional Skills

MG-Change Management

MG-Organisational Development/Management

MG-Strategy Development and Implementation

MG-Business Process Innovation

MG-People Management

MG-Business Performance Analysis and Management

MG-Team motivation

MG-Priority Setting

SO-Interpersonal skills

(Functional Skills marked with an asterisk* are essential)

Language Requirements

For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English

For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language

For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English

Competency Requirements

All jobs at UNHCR require 6 core competencies and may also require managerial competencies and/or cross-functional competencies. The 6 core competencies are listed below.

Core Competencies

Accountability

Communication

Organizational Awareness

Teamwork & Collaboration

Commitment to Continuous Learning

Client & Result Orientation

Managerial Competencies

Empowering & Building Trust

Judgement & Decision Making

Leadership

Managing Performance

Managing Resource

Strategic Planning & Vision

Cross-Functional Competencies

Stakeholder Management

Political Awareness

Change Capability & Adaptability

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Essential attributes:
• Senior leader with extensive experience in resource management, human resource management, administration, operations management, or shared services, in both headquarters and operational field settings.
- Proven people management experience, leading integrated, multi-functional teams across locations, delivering high-quality client-oriented services while fostering a cohesive, service-driven culture
• Demonstrated experience in organizational reform, leading change, and shared services initiatives, including standardization and optimization of business processes and management of transition risks.
• Demonstrated experience in stakeholder engagement and advisory, building trusted partnerships; experience advising senior management on operational service delivery.

Desirable attributes:
• Results driven change leader with strong analytical, problem solving and communication skills, able to operate effectively under resource constraints and competing priorities.

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Operational context

Occupational Safety and Health Considerations:

To view occupational safety and health considerations for this duty station, please visit this link:

https://wwwnc.cdc.gov/travel

Nature of Position:

The Headquarters Support Service (HQSS) is responsible for the delivery and continuous improvement of integrated Headquarters support services across key enabling functions including resource management, human resources, administrative support and IT support. Established as part of UNHCR’s broader transformation agenda to strengthen efficiency, simplify structures and reinforce strategic capacity in a constrained funding environment, HQSS consolidates functions previously dispersed across Headquarters Divisions and Entities into a centralized and standardized service delivery model supporting Headquarters locations in Geneva, Budapest and Copenhagen.

As an integral part of the Global Shared Services (GSS) framework, HQSS provides operational and coordination support for retained enabling functions across Headquarters, working in close partnership with retained capacities embedded within Divisions and Entities, while ensuring alignment and effective interfaces with GSS service areas. The model is designed to improve service quality and consistency, reduce parallel structures, generate efficiencies, and support Divisions and Entities in focusing on strategic, policy and oversight functions.

Reporting to the Head of Global Shared Services (GSS), the incumbent leads the Headquarters Support Service platform across Headquarters locations, ensuring high-quality, efficient and client-oriented service delivery in line with UNHCR’s rules and procedures while supporting the continued evolution of the organization’s shared services and service delivery model.

Living and Working Conditions:

Budapest is an H duty station.

Additional Qualifications

Skills

Bachelor of Arts: Business Administration, Bachelor of Arts: Economics, Bachelor of Arts: International Law, Bachelor of Arts: International Relations (Required), Bachelor of Arts: Political Science

Certifications

Competencies

Accountability, Change capability & adaptability, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Judgement & decision making, Leadership, Managing performance, Managing resource, Organizational awareness, Political awareness, Stakeholder management, Strategic planning & visions, Teamwork & collaboration

https://icsc.un.org/Home/SalaryScales

Compendium

Accelerated Posting Compendium 2026 - Part B

Additional Information

This position doesn't require a functional clearance