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Digital Assistance Services Lead

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Organization: WFP – World Food Programme

Location: Egypt (Egypt)

Grade: Level not specified

Occupational Groups:

Information Technology and Computer Science

Managerial positions

Closing Date: 2022-01-08

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.


The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide.  The mission of WFP is to help the world achieve Zero Hunger in our lifetimes.  Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

WFP’s Regional Bureau for the Middle East and Northern Africa (RBC), based in Cairo, Egypt, provides strategic guidance, policy/technical support and direction to WFP operations and activities in 14 countries: Algeria, Armenia, Egypt, Iran, Iraq, Jordan, Lebanon, Libya, Morocco, State of Palestine, Syria, Tunisia, Turkey and Yemen. These country offices aim to assist roughly one-third of all of WFP’s beneficiaries (approx. 30 million) in some of the most critical humanitarian emergencies of our time. RBC is also active in the ‘Changing Lives’ side of WFP’s mandate, helping national governments and local communities improve nutrition, livelihoods, school feeding, social protection, climate and disaster risk reduction and other programmes that build resilience and support development.



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Technology and connectivity are rapidly reaching some of the most vulnerable people and places affected by crisis, but they are also increasingly expanding to the services responding to those same crises. As one of the main humanitarian actors, WFP has the opportunity and the obligation to leverage data and technology to better know and serve those in need by digitally transforming the way it works. Such ambition led to a plan aimed at establishing, integrating, and mainstreaming the core elements of an end-to-end digital business process.

The objective is to support the Executive Director’s digital strategy to ensure that WFP assistance is digitized and that these business services may also potentially be offered to partners and governments.


The World Food Programme has developed and is continuing to enhance and maintain a set of digital solutions to help in managing:

the identities and entitlements of its beneficiaries,

the operational parameters of the programmes that transfer benefits to them, and

the assurances and insights to ensure related risks are properly managed.

This includes SCOPE, WFP’s beneficiary and transfer management platform that supports the WFP programme intervention cycle from a technical perspective. The SCOPE platform is a web-based application used for beneficiary registration, intervention setup, distribution planning, transfer and distribution reporting.  While there is a current focus and scale-up/enhancement related to cash-based transfers, SCOPE is intended and being developed to fully support all WFP transfer modalities: in-kind, voucher and cash for a variety of project activities. As an extension and over the next couple of years, WFP also plans to develop a broad array of digital assistance services (DAS) beyond those related to the current SCOPE capabilities. This includes Digital Assistance services to Governments and partners.

In this role, you will be responsible to coordinate and lead a team supporting country offices (COs) in the operationalization of SCOPE and related DAS for WFP and/or partners in the region. This will include devising suitable process and governance structures to optimize project management and service support to the COs on the planning and design activities of SCOPE rollout and implementation. Additionally, you will take the lead in the analysis of new requirements and functionalities for COs, testing and ensuring the new features respond to the programmatic needs. As required, you will deploy key DAS staff to the COs to fill-in the project management and technical deficits, until the CO can take over the management on ground, and then continue to support and guide from the RB. Regular travel in the region is expected.


Engage with CO management to advocate for prioritization of investment in SCOPE/DAS projects that address gaps in compliance with corporate policy and guidance, increase assurance and CO internal controls, and support the achievement of CO Strategic Outcomes.

Support CO DAS leads in identifying requirements, operational design, budgeting, planning, and deployment of technology solutions and systems to support SCOPE/DAS in their given contexts;

Capture, document and analyze (i.e. through diagrams, flowcharts, data models, user experience designs, storyboards) CO business requirements for DAS and either identify workable existing solutions or escalate to HQ and follow up for potential consideration (e.g. change request);

Maintain an up-to-date Regional Project Portfolio, coordinating with key TEC Division resources to ensure prioritization of those projects that align most closely with corporate and regional strategies and objectives.

Build, and lead a team of project management and service support experts, providing coaching and training to ensure appropriate development and high performance, while identifying and closing skill and capacity gaps as necessary.

Design and document support processes and procedures based on industry and corporate best practice, implementing appropriate tools to measure and track team performance metrics, and ensure continuous performance improvement.

Manage the testing and analysis of SCOPE/DAS solutions and ensure the match against business requirements for quality and accuracy;

Support COs to conduct appropriate IT assessments in order to assist management in making informed SCOPE/DAS-related operational decisions;


Deploy as needed to COs to support on-ground testing, roll-out and/or operations of SCOPE/DAS as required;

Identify learning needs and support capacity building initiatives for SCOPE/DAS and new related functionalities, aimed at building solid digital assistance expertise amongst cross-functional colleagues in the region;

Where relevant, support the CO in extending their operational support to partners for the use of WFP’s SCOPE/DAS;

Promote the management of change brought about by the use of technology in CO/Programme processes;

Perform any other duties as required.


Beneficiary and Transfer Management services tailored to meet specific CO WFP operational needs.

SCOPE/DAS implemented in the COs and fully leveraged to enable delivery of WFP assistance in a cost-efficient manner in the prioritized countries in the region;

A strong, well organized DAS operations team providing reliable, measurable and repeatable services to CO SCOPE/DAS efforts.



Advanced University degree in business management, computer science, telecommunications engineering or social sciences, or another degree with relevant work experience


At least 6 years of post-graduate progressively responsible professional experience in humanitarian aid operations and/or business systems analysis, design and development, with at least four years in a team leadership or supervisory role.

Experience in client-facing roles in either technology implementation projects or in the planning, design and implementation of humanitarian or development programmes. Experience in collaborating with different humanitarian actors or different service providers to design and decide on payment mechanisms and instruments, and capacity building to coordinate the delivery of assistance in humanitarian contexts.

Experience in working with governments and other partners to design Digital Assistance Services relating to national social safety nets (e.g. beneficiary databases, registries etc)

Languages: Proficiency in English and intermediate knowledge of one other official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) appropriate to the regional bureau is a plus.


Knowledge of and hands-on experience in cash-based transfers (CBT) programming in humanitarian contexts; awareness of technologies used in the delivery of cash and vouchers in humanitarian contexts; and training and knowledge of business analysis and project management philosophies and methodologies would be an asset.

Possession of a combination of broad business skills and IT experience including: IT Service Management (e.g. ITIL); Ability to communicate technical concept to non-technical audiences; Business analysis including creation and review of functional and non-functional business requirements for IT solutions.

Ability to operate in distributed / decentralized teams, engage with and support partners; Ability to perform under pressure, to multi-task, to navigate through multiple priorities and conflicting requests; Ability to work independently through appropriate personal initiative and regular follow-ups; Capacity to work in difficult and insecure environments; Highly-developed written and oral communication skills with the ability to influence and adapt communication styles to different situations and individuals;  Collaborative hands-on team member and relationship-builder with a facilitative nature and strong business partnering skills towards colleagues and stakeholders; Detail-oriented; Ethics & Values; Client Orientation



Understand and communicate the Strategic Objectives: Understands WFP’s Strategic Objectives and the link to own work objectives.

Be a force for positive change: Flexibly adapts individual contributions to accommodate changes in direction from supervisors and internal/external changes (such as evolving needs of beneficiaries, new requirements of partners).

Make the mission inspiring to our team: Recognizes and shares with team members the ways in which individual contributions relate to WFP’s mission.

Make our mission visible in everyday actions: Sets own goals in alignment with WFP’s overall operations, and is able to communicate this link to others.


Look for ways to strengthen people’s skills: Assesses own strengths and weaknesses to increase self-awareness, and includes these in conversations on own developmental needs.

Create an inclusive culture: Participates in open dialogue, and values the diverse opinion of others, regardless of background, culture, experience, or country assignment.

Be a coach & provide constructive feedback: Proactively seeks feedback and coaching to build confidence, and develop and improve individual skills.

Create an “I will”/”We will” spirit: Participates in accomplishing team activities and goals in the face of challenging circumstances.


Encourage innovation & creative solutions: Shows willingness to explore and experiment with new ideas and approaches in own work.

Focus on getting results: Consistently delivers results within individual scope of work on time, on budget and without errors.

Make commitments and make good on commitments: Commits to upholding individual accountabilities and responsibilities in the face of ever-changing country or functional priorities.

Be Decisive: Makes rational decisions about individual activities when faced with uncertain circumstances, including in times of ambiguity regarding information or manager direction.


Connect and share across WFP units: Seeks to understand and adapt to internal or cross-unit teams’ priorities and preferred working styles.

Build strong external partnerships: Demonstrates ability to understand and appropriately respond to and/or escalate needs of external partners.

Be politically agile & adaptable: Portrays an informed and professional demeanor toward internal and external partners and stakeholders.

Be clear about the value WFP brings to partnerships: Provides operational support on analyses and assessments that quantifies and demonstrates WFP’s unique value as a partner.


JOB TITLE: Business Transformation Officer – Operations Lead

TYPE & LEVEL OF CONTRACT: International Consultant Level II



DUTY STATION (City, Country): Regional Bureau in Cairo (RBC), Cairo, Egypt

REPORT TO (JOB TITLE): Regional IT Officer or delegate


No later than Saturday, January 8th, 2022.

Female applicants and qualified applicants from developing countries are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.



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