Performance Manager – Global Shared Services (Travel)

DEADLINE FOR APPLICATIONS

22 October 2026-23:59-GMT+01:00 Central European Time (Rome)

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of extreme weather shocks.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

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WHY JOIN WFP?

• WFP is a 2020 Nobel Peace Prize Laureate.
• WFP offers a highly inclusive, diverse, and multicultural working environment.
• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

TERMS OF REFERENCE

FOR SHORT-TERM/CONSULTANCY CONTRACTS

JOB TITLE:Performance Manager – Global Shared Services (Travel)

TYPE OF CONTRACT: Consultant Level II

UNIT/DIVISION: MSDB

DUTY STATION (City, Country): Remote

DURATION: 6 months

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

The World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. The Management Services (MSD) division is committed to keeping WFP operations running smoothly and cost efficiently, even in the toughest conditions, so the focus can remain on WFP's core mandate of serving our beneficiaries.

MSD has a broad service portfolio that enables WFP operations through management of travel services and pool of assets, provision of infrastructure and emergency response capacity through engineering services, light fleet management and humanitarian accommodation keeping our operations running smoothly and cost efficiently, even in the toughest conditions, so the focus can remain on WFP's core mandate of serving our beneficiaries.

Under the direct supervision of the Head of Business Transformation Initiatives, the incumbent will support implementation of the Global Travel Hub, one of the three priority processes under WFP’s Global Shared Services (GSS) strategy. The Hub is a pilot for shared services across enabling functions and aims to centralize travel operations to strengthen performance management, standardize processes, and establish a scalable operating model for future GSS initiatives.

The role sits at the intersection of operations, analytics, continuous improvement, technology, and service management, supporting both day-to-day Travel Hub performance and its longer-term development as a global shared service.

JOB PURPOSE:

The Performance Manager will work directly with the Travel Hub Manager and Travel Hub team to improve operational performance, resolve service delivery bottlenecks, and support the implementation of travel as a Global Shared Service by acting as a liaison and project manager championing performance delivery across various stakeholders involved in travel operations and policy.

The incumbent will measure, analyse, and report on end-to-end travel performance, while driving practical improvements to enhance efficiency, service quality, customer experience, compliance, and cost-effectiveness.

Working with travel operations, vendors, TEC, finance, system owners, and other stakeholders, the incumbent will identify root causes, coordinate corrective actions, implement solutions, and generate evidence and lessons learned to inform future GSS initiatives.

DELIVERABLES:

Develop and maintain the Global Travel Hub performance dashboard and KPI framework; produce regular operational performance reports, management recommendations, vendor performance scorecards, and improvement plans; identify and recommend end-to-end process, service model, and operational optimization opportunities; define business requirements for reporting, analytics, workflow, and case management solutions; and deliver lessons learned, analytical assessments, and a continuous improvement roadmap to support Travel Shared Services and future Global Shared Services initiatives.

KEY ACCOUNTABILITIES/RESPONSIBILITIES:

Shared Services Strategy, Design and Optimization

Support the development, optimization, and expansion of the Global Travel Hub and broader Global Shared Services (GSS) model by assessing service delivery effectiveness, designing scalable operating models, and identifying opportunities to improve efficiency, customer experience, and organizational value.

• Assess and optimize service delivery arrangements, operating models, governance structures, staffing approaches, and support mechanisms to enhance service quality, efficiency, scalability, and cost-effectiveness.

• Support the evolution of the Global Travel Hub and Travel as a Global Shared Service by identifying and addressing operational barriers and improvement opportunities.

• Develop analytical assessments, business cases, recommendations, and lessons learned to support the continuous improvement and expansion of Travel and broader GSS initiatives.

• Identify, promote, and embed best practices, scalable solutions, and performance management frameworks across current and future shared service functions.

• Support evidence-based decision-making and the long-term GSS transformation agenda through operating model design, service optimization, and strategic analysis.

Operational Excellence and Continuous Improvement

Ensure the effective delivery of Global Travel Hub services through ongoing performance management, operational oversight, and continuous improvement of processes, workflows, and service delivery models.

• Monitor operational performance against established KPIs, service standards, productivity targets, and customer satisfaction measures.

• Identify operational issues, bottlenecks, risks, inefficiencies, and underlying root causes affecting service delivery.

• Analyse and optimize end-to-end travel processes through simplification, standardization, automation, and process redesign.

• Lead and implement operational and process improvement initiatives to enhance efficiency, compliance, consistency, service quality, and customer experience.

• Measure the impact of improvement initiatives and ensure sustained operational performance and realized business benefits.

Performance Management, Reporting and Analytics

Enable effective operational performance management through robust performance measurement, reporting, analytics, and data-driven decision-making.

• Monitor and analyse operational performance against KPIs, service standards, productivity targets, customer satisfaction measures, SLAs, and compliance requirements.

• Develop performance reports, dashboards, and management insights to support operational oversight, strategic planning, and evidence-based decision-making.

• Leverage operational data and analytics to identify trends, risks, bottlenecks, root causes, and opportunities for service improvement, efficiency gains, and cost optimization.

• Work closely with TEC, system owners, vendors, and project teams to ensure systems, reporting capabilities, and performance measurement tools effectively support service delivery and operational objectives.

• Define business requirements and support the development and implementation of performance measurement, reporting, workflow management, and case management solutions.

• Support managers and stakeholders with timely and accurate performance information, recommendations, and corrective actions to drive operational excellence and continuous improvement.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

Advanced University Degree in: Business Administration, Operations Management, Supply Chain Management, Finance, Economics, or any relevant field.

Experience:

• Minimum five years of progressively responsible professional experience in shared services operations, business analysis, process improvement and performance management

• Experience with corporate transformation initiatives in complex operational environments and managing cross-functional stakeholder relationship.

• Progressive professional experience in finance and financial analysis, services management, and data analytics is an asset.

Knowledge & Skills:

• Strong analytical and problem-solving capabilities.

• Experience developing KPI’s, dashboards, and performance reporting frameworks.

• Knowledge of continuous improvement and business process reengineering methodologies.

• Ability to translate operational requirements into system and reporting requirements.

• Experience working with operational teams and external service providers.

• Strong stakeholder management and communication skills.

• Proficiency in Excel, Power BI, reporting solutions, and analytic tools.

• Ability to drive implementation of operational initiatives across multiple stakeholders.

Languages:

• Professional fluency (proficiency/level C) of English;

• Knowledge of a second official UN language: Arabic, Chinese, French, Russian, Spanish, and/or WFP’s working language, Portuguese, is desirable.

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: global.inclusion@wfp.org

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel.

• We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application.

• If you experience technical issues while submitting your application, you may contact us at global.hrerecruitment@wfp.org. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply.

• At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process.

• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

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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Working with WFP

Our greatest strength is the people working around the world providing access to nutritious food and promoting lasting solutions to those we serve. WFP provides its staff with meaningful and impactful careers, continuous learning and training, and a multicultural and stimulating work environment.

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status, physical or mental disability.

About WFP

The United Nations World Food Programme is the 2020 Nobel Peace Prize Laureate. We are the world’s largest humanitarian organization, saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity for people recovering from conflict, disasters, and the impact of climate change.

Read more about WFP’s history here, and WFP’s mission here

Hear the voices of WFP

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Our values and behaviours

Integrity, collaboration, commitment, humanity, inclusion. These values inspire everything we do every day, allowing us to work towards a world with zero hunger. You can read more about the values here.

Our behaviour guides us in how we accomplish our mission. All WFP employees are expected to demonstrate the standards of behaviour described in the WFP Leadership Framework. Learn more about the WFP Leadership Framework here.

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