United Nations Development Programme19h ago

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Service Center Manager (Open to Tier 0, 1 & 2 applicants)

Colombia·Bogotamid

OtherManager

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Quick Summary

Key Responsibilities

Effective oversight and coordination of the daily activities of the Service Center, including establishing clear guidelines, priorities, performance standards and monitoring mechanisms.

Technical Tools

OtherManager

Tiered Approach

In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby:

Tier 0: UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026.
Tier 1: Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments
Tier 2: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers
Tier 3 or no tier indicated: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates

Please make note of the Tier(s) indicated in the vacancy title, if any, and ensure that you satisfy the eligibility to apply.

Background

The United Nations Development Programme (UNDP) operates in more than 170 countries and territories, providing support for policy development, leadership and partnership skills, institutional capacity building, and resilience strengthening to promote sustainable development. In Colombia, UNDP works across 32 departments and 360 municipalities through various modalities of work, mainly projects with direct implementation (DIM) or projects supporting national implementation (NIM).

UNDP is part of the 26 UN Agencies, Funds, and Programmes in Colombia, contributing to the achievement of the United Nations Sustainable Development Cooperation Framework (UNSDCF). The UNDP Country Programme Document (CPD) 2025-2027 aims to support the Colombian government's efforts in transitioning towards peace and consolidating its status as an upper-middle-income country. It focuses on four key priorities: 1) Peacebuilding, human security, and social justice, 2) Social protection and socio-economic inclusion, 3) Environment, climate action, and energy transition and 4) Enablers of the 2030 Agenda.

At the programmatic level, UNDP Colombia country office (CO) is structured into two clusters and five portfolios: The Inclusive Sustainable Development Cluster, which includes the Sustainable Development Portfolio and the Productive Inclusion and Social Protection Portfolio and The Peacebuilding and Inclusive Governance Cluster, which encompasses the Democratic Governance Portfolio, the Peacebuilding Portfolio, and the Crisis Response and Rule of Law Portfolio.

The services provided by the Service Center include:

Procurement of goods, works and services
Recruitment and personnel management
Travel
Event management

Position Purpose

Under the guidance and direct supervision of the Deputy Resident Representative and in matrix management with the Operations Manager, the Service Center Coordinator provides strategic leadership and institutional oversight of the Service Center to ensure the provision of effective, efficient, and high quality delivery of procurement, personnel management, travel, and event services. The Service Center Coordinator defines the vision, strategic guidelines, and operational priorities for these areas, ensuring alignment with UNDP institutional objectives and the priorities of the country office.

The incumbent is responsible for establishing technical, operational, and quality standards for the units under his/her direct supervision ensuring coherent, standardized, and results-oriented service delivery, as well as the correct interpretation and application of UNDP rules, policies, and regulations. The position analyzes and interprets UNDP policies and regulatory frameworks to provide solutions to a wide range of complex operational issues, including exceptions, high risk situations, and audit observations, acting as an institutional focal point and escalation authority.

The Service Center Coordinator promotes integrated and collaborative work across the Service Center teams, operational and programme units, project personnel, and other United Nations System agencies, fostering a culture of service, continuous improvement, and operational excellence.

The incumbent leads and supervises a diverse team, ensuring a harmonious, client‑oriented, and collaborative working environment with internal and external stakeholders.

UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.

Duties and Responsibilities

1.) Ensure effective team management and the design and implementation of service delivery strategies focused on achieving the following results:

Effective oversight and coordination of the daily activities of the Service Center, including establishing clear guidelines, priorities, performance standards and monitoring mechanisms.
Design and implementation of Service Center strategies focused on quality, continuous improvement, professional development, team´s well-being, and client orientation.
Collaborative environment among the various stakeholders involved, maintaining a continuous focus on operational efficiency and effectiveness, process standardization and use of corporate tools for the sustainable achievement of results.
Full compliance with UN/UNDP rules, regulations, policies and strategies; implementation of the internal control framework, proper design and functioning of a client-oriented service management system.
Sound management of the financial resources required for the functioning of the Service Center, including the formulation and promotion of initiatives for cost recovery.

2.) Manages and guides procurement processes for internal and external clients (CO, DIM/NIM and NGO projects, implementing partners, responsible parties), the UN House, and other UN Agencies focusing on the achievement of the following results:

Comprehensive strategic guidance and advisory support provided, in coordination with operations and programme personnel, timely preparation of procurement plans for the office and projects and monitoring of their implementation.
Strategic direction and overall oversight of implementation, monitoring and control of procurement processes including organization of requests for quotations (RFQ), invitations to bid (ITB) or requests for proposals (RFP), receipt of quotations, bids or proposals, their evaluation, negotiation of certain conditions of contracts in full compliance with UNDP rules and regulation and follow-up and monitoring contracts.
Proper submissions of procurement cases to the Contract, Asset and Procurement Committee (CAP) and Advisory Committee on Procurement (ACP) at the regional level.
Implementation of the internal control system which ensures that purchase orders are duly prepared, dispatched and managed.
Preparation of cost-recovery bills in the UNall system for procurement services provided by UNDP to other UN Agencies.
Implementation of harmonized procurement services, analysis of requirements and elaboration of proposals on common services expansion in the UN House, introduction of joint procurement for the UN Agencies in line with the UN reform.
Provision of advice and acting as institutional focal point and escalation authority for complex, sensitive, or high-risk cases, including policy exceptions, critical processes, and audit observations.

3.) Manages and guides the recruitment of personnel and contract management processes for internal and external clients (CO, DIM/NIM or NGO projects, implementing partners, responsible parties, UN House and other UN Agencies, when requested) in close collaboration with the Human Resources Unit in the country office, focusing on achievement of the following results:

Comprehensive guidance provided and advisory support to office units and projects, ensuring the timely planning of recruitment and contract management processes, as well as the effective monitoring of their implementation, in alignment with organizational priorities and through close collaboration with GSSC teams, within the framework of applicable corporate guidelines.
Strategic direction given and overall oversight of recruitment and personnel contracting processes managed by the Service Center team, ensuring their efficient and transparent execution in full compliance with UNDP rules, regulations, and institutional standards.
Proper administration of all payroll-related actions for UNDP personnel and other agencies under administration, through corporate systems such as Quantum and UNALL, safeguarding the correct application of organizational policies and the mitigation of operational risks.
In close collaboration with the Human Resources Analyst, acts as a reference and escalation focal point for complex, sensitive, or high-risk cases, including policy exceptions, critical processes, or audit observations.

4.) Manages and guides the travel and events processes for internal and external clients (CO, NIM/DIM and NGO projects, implementing partners, responsible parties, UN House; at the request of other agencies) focusing on achievement of the following results:

Jointly with operations and programme, timely preparation of travel and events plans for the office and projects developed, monitoring their implementation.
Effective management of travel processes, including processing of purchase orders for travel, processing travel authorization and travel claims in line with travel entitlements for staff, consultants, UN and visitors, ensuring that the travel arrangements follow the UN rules and regulations.
Follow-up with contracted travel agent to ensure provision of high-quality professional service and most competitive price.
Validation of cost-recovery bills in the UNall system for the travel services provided by UNDP to other Agencies.

5.) Ensures facilitation of knowledge building and knowledge sharing in the CO focusing on achievement of the following results:

Capacity building strategies and continuous training plans tailored for the Service Center / project’s personnel.
Systematization of lessons learnt, and best practices developed.
Sound contributions and participation in knowledge networks and communities of practice promoted within UNDP and at the interagency level.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Supervisory/Managerial Responsibilities: Technical Monitoring Associates (NPSA 6) Technical Travel Associates (NPSA 7), Technical Travel Assistants (NPSA 5), HR Associates CDS (G6), HR Assistants (G5), Selection Associates (NPSA 6), Procurement Associates (G6 and G7), Procurement Assistants (G5), Procurement Clerks (G4), Procurement Technical Associates (NPSA 7 and NPSA 6), Procurement Assistants (NPSA 5), Service Centre Technical Clerks (NPSA 4).

Competencies

Core Competencies

ACHIEVE RESULTS - LEVEL 2: Scale up solutions and simplifies processes, balances speed and accuracy in doing work.
THINK INNOVATEVELY - LEVEL 2: Offer new ideas/open to new approaches, demonstrate systemic/integrated thinking.
LEARN CONTINUOUSLY - LEVEL 2: Go outside comfort zone, learn from others and support their learning.
ADAPT WITH AGILITY - LEVEL 2: Adapt processes/approaches to new situations, involve others in change process.
ACT WITH DETERMINATION - LEVEL 2: Able to persevere and deal with multiple sources of pressure simultaneously.
ENGAGE AND PARTNER - LEVEL 2: Is facilitator/integrator, bring people together, build/maintain coalitions/partnerships.
ENABLE DIVERSITY AND INCLUSION - LEVEL 2: Facilitate conversations to bridge differences, considers in decision making.

People Management

UNDP People Management Competencies can be found in the dedicated site.

Cross-Functional Competencies

BUSINESS DIRECTION & STRATEGY
- SYSTEMS THINKING: Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system.
- EFFECTIVE DECISION MAKING: Take decisions in a timely and efficient manner in line with one's authority, area of expertise and resources and take into consideration potential wider implications.
BUSINESS MANAGEMENT
- RESULTS-BASED MANAGEMENT: Ability to manage the implementation of strategies, programmes, and projects with a focus at improved performance and demonstrable results. Knowledge and understanding of relevant theories, concepts, methodologies, instruments, and tools.
- PORTFOLIO MANAGEMENT: Ability to select, prioritise and control the organization's programmes and projects in line with its strategic objectives and capacity. Ability to balance the implementation of change initiatives with regular activities for optimal return on investment. Knowledge and understanding of key principles of project, programme, and portfolio management.

Technical Competencies

DATA
- DATA ANALYSIS: Ability to extract, analyze and visualize data to form meaningful insights and aid effective business decision making.
ETHICS
- UN POLICY KNOWLEDGE - ETHICS: Knowledge and understanding of the UN Staff Regulations and Rules and other policies relating to ethics and integrity.
DIGITAL
- TEAM DESIGN & MANAGEMENT: Ability to create a clear sense of shared purpose while leveraging curiosity, expertise and agency at an individual level. Set up and manage team rituals and rhythms that create a safe space for learning and reflection. Foster a positive culture around failure, encourage exploration, experimentation. Set the conditions and structures for 'fluid' team modelling and distributed leadership enabling the team to continuously develop and renew itself. Ability to create synergy between team members with diverse professional and cultural backgrounds, being able to leverage their broad knowledge and skillsets.

Required Skills and Experience

Education:

Advanced university degree (master’s degree or equivalent) in Administrative, Finance, Accounting and Economic sciences, Social Sciences, Project Management Engineering or related field is required, or
A first-level university degree (bachelor’s degree) in the areas mentioned above in combination with two (2) additional years of qualifying experience, will be given due consideration in lieu of the master’s degree.
CIPS level 3 is highly desirable for this position and candidates holding this level at the time of application will have a distinct advantage. If the desired certification is not available at the time of recruitment, it should be obtained within one year of recruitment. Candidates holding a CIPS certification at any level below at the time of application will have a proportionate advantage.

Experience:

A minimum of two (2) years (with master´s degree) or four (4) years (with bachelor´s degree) of relevant professional experience at the national or international level managing projects and/or leading operational processes within international cooperation organizations and/or the national public sector.

Additional desirable criteria:

At least five (5) years of experience, in addition to the minimum required, is desirable, particularly in leadership being accountable for roles involving one or more of the following areas:
- Process optimization
- Operational change management
- Audit readiness and response, internal controls, compliance, and operational risk management.
At least three (3) years of recent experience leading multicultural teams, including direct supervision of teams of at least ten (10) members operating in high-volume environments and serving multiple clients simultaneously, is desirable.
Demonstrated experience managing units, processes, or projects involving diverse stakeholders is highly desirable, particularly within complex institutions or organizational settings is desired.
At least five (5) years of relevant experience in procurement, travel, and/or recruitment management is desirable.
Experience applying UNDP rules, policies, procedures, and standards in the above functional areas, or equivalent international practices is desirable.
Experience working with web-based management systems or ERPs relevant to operational and service delivery processes is desired.

Languages:

Fluency in Spanish is required.
Working knowledge of English is required.

Important applicant information

All posts in the NO categories are subject to local recruitment.

Equal opportunity

As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

Sexual harassment, exploitation, and abuse of authority

UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.

UNDP participates in the Scheme for the disclosure of safeguarding-related misconduct in recruitment processes within the humanitarian and development sector (Misconduct Disclosure Scheme). In line with this Scheme, UNDP will contact previous employers of job applicants to request information about any investigations or findings of misconduct concerning allegations of sexual exploitation, sexual abuse and/or sexual harassment (sexual misconduct) against the applicant, during or after their employment. By submitting a job application, the applicant confirms to have understood and consented to UNDP contacting the applicant’s prior employers to request any such information on sexual misconduct concerning the applicant during UNDP’s recruitment process.

Right to select multiple candidates

UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Scam alert

UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.

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