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ERP Product Line – Relationship & Service Manager


  • Organization: IFRC - International Federation of Red Cross and Red Crescent Societies
  • Location: Budapest
  • Grade: Mid level - D2, International Professional - Internationally recruited position
  • Occupational Groups:
    • Operations and Administrations
    • Logistics
    • Information Technology and Computer Science
    • Supply Chain
    • Managerial positions
  • Closing Date: 2023-11-24

Organizational Context

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world’s largest humanitarian organization, with a network of 191-member National Societies (NSs). The overall aim of the IFRC is “to inspire, encourage, facilitate, and promote at all times all forms of humanitarian activities by NSs with a view to preventing and alleviating human suffering and thereby contributing to the maintenance and promotion of human dignity and peace in the world.” IFRC works to meet the needs and improve the lives of vulnerable people before, during and after disasters, health emergencies and other crises.

IFRC is part of the International Red Cross and Red Crescent Movement (Movement), together with its member NSs and the International Committee of the Red Cross (ICRC). The work of IFRC is guided by the following fundamental principles: humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. IFRC is led by its Secretary General, and has its Headquarters in Geneva, Switzerland. The Headquarters are organized into three main Divisions: (i) National Society Development and Operations Coordination; (ii) Global Relations, Humanitarian Diplomacy and Digitalization; and (iii) Management Policy, Strategy and Corporate Services. IFRC has five regional offices in Africa, Asia Pacific, Middle East and North Africa, Europe, and the Americas. IFRC also has country cluster delegation and country delegations throughout the world. Together, the Geneva Headquarters and the field structure (regional, cluster and country) comprise the IFRC Secretariat.

In virtually all countries, people increasingly rely on and expect a diverse range of digital services (e.g., through their mobile devices) to interact with local governments, companies, and community organizations and services. This disruption is already happening to humanitarian assistance. Yet, the Digital Divide remains a persistent and significant challenge at both national and local levels.

The Digital Transformation Department (DTD) has full leadership responsibility for the implementation of the digital transformation strategy and the positive impact it will have on the 191 National Society members of the IFRC. The DTD provides strategic leadership and guides the IFRC Secretariat as well as the members network to adapt and innovate humanitarian services, drawing on digital services, data-enabled decision-making, and other opportunities for digital transformation in support of the IFRC’s Strategy 2030. In addition, the DTD is responsible for the development and implementation of business transformation, information technology and digitalization services throughout the IFRC Secretariat, thereby supporting the same transformation in 19 NSs, setting the vision, and drawing stakeholders together on this digital journey.

The position holder operates within the DTD’s Digital product development and management Unit. The responsibilities of the Digital product development and management Unit include the digital strategy development, annual planning and development and continuity of the global digital products portfolio for the IFRC. Moreover, the unit ensures that digital opportunities are considered and requirements are adequately represented, and implemented in time and within the approved budget. The Relationship & Service Manager reports to the Product Line Manager for the ERP and is based in IFRCs Global Services Centre (GSC) Budapest.

Job Purpose

The position holder's activities related to the ERP service management, is responsible for managing and overseeing the delivery of ERP services, the timely support and evolution of the ERP, ensuring a smooth and productive relationship between the organization and the ERP vendor/service provider, overseeing the relationship between the organization and its ERP vendors, the overview planning, as well as managing the related to ERP evolution and maintenance activities.


Job Duties and Responsibilities

Vendor Relationship Management:

  • Serve as the main point of contact between the organization, ERP vendors and Microsoft.
  • Establish and maintain strong relationships with vendors to ensure effective communication and collaboration.
  • Coordinate regular meetings with vendors to discuss system performance, upgrades, and issue resolution.
  • Monitor vendor performance against service level agreements (SLAs) and take appropriate actions to address any concerns or discrepancies.

Partner(s) Management:

  • Oversee the negotiation and review of ERP contracts, ensuring favorable terms and conditions for the organization.
  • Collaborate with legal and procurement teams to ensure compliance with contract requirements and minimize risks.
  • Monitor contract expiration dates and initiate renewal or re-negotiation processes as necessary.
  • Review contract terms and conditions regularly to identify areas of improvement or cost-saving opportunities.

ERP Implementation and Maintenance:

  • Collaborate with internal stakeholders, including IT, finance, operations, and other relevant departments, to define ERP requirements and ensure alignment with business goals.
  • Assist in the selection of ERP vendors by evaluating proposals, conducting vendor assessments, and participating in vendor demonstrations.
  • Oversee the implementation and deployment of ERP systems, ensuring adherence to project timelines and budgets.
  • Coordinate with IT teams to plan and manage system upgrades, patches, and enhancements.
  • Collaborate with end-users to gather feedback and identify areas for system improvement or additional training needs.

Issue Resolution and Escalation:

  • Work closely with Microsoft, vendors and internal teams to address and resolve ERP-related issues in a timely manner.
  • Escalate critical issues to appropriate stakeholders and facilitate their resolution.
  • Develop and implement processes and procedures to minimize the occurrence of ERP system issues.

Continuous Improvement:

  • Stay up to date with industry trends and best practices in ERP systems and vendor management.
  • Identify opportunities to optimize ERP usage, enhance system functionality, and drive process improvements.
  • Collaborate with cross-functional teams to implement changes and enhancements to maximize the value of the ERP system.


Job Duties and Responsibilities (continued)


  • Collaborate with technical resources around the definition and implementation of system integrations.
  • Participate in all activities related to providing adequate and stable ERP systems and services to all IFRC stakeholders distributed across 5 regions.
  • Contribute actively to the overall satisfaction level of IFRC end users while develop and promote effective working relationship within the ERP Team, the wider IFRC and the RCRC movements including ICRC.
  • Manage personal knowledge and continuously update your skillset on various systems and applications used at IFRC.
  • Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to the IT security rules at all the times.
  • Communicate effectively with the various IFRC stakeholders, including those within the IT sector, share knowledge and be subject matter expert.
  • Support in identifying opportunities overtime to rationalize portfolio service management across the DT department.



  • Bachelor’s degree in computer sciences discipline or related field.
  • Certification or proven experience in D365 F&O suite.


  • ITIL certification.
  • Business analyst or project management or SCRUM professional certification.




  • Minimum 5 years of professional experience in business applications support.
  • Minimum 3 year of professional experience in roll-out, maintenance, upgrades and developing extensions/customisations for D365 F&O.
  • Minimum 5 year of professional experience in business requirements analysis.



Knowledge, Skills and Languages


  • Excellent knowledge of D365 F&O module.
  • Proven record of D365 F&O module implementation and/or support.
  • Proven record of business analysis and project implementation.
  • Proven team player, ability to adjust in different cultures and languages.
  • Adept at analysis, problem solving, solutions and end-user oriented.
  • Affinity for team work, collaborative attitude, open-minded and adaptable.
  • Well organized, able to work under pressure and manage emergencies.
  • Good analytical skills to interpret problems, identify solutions and possible side effects.
  • Fluently spoken and written English.


  • Experience of Microsoft Common Data Service and the Microsoft Power Platform.
  • Good command of another IFRC official language (French, Spanish or Arabic); Knowledge of Hungarian is an asset.

Competencies, Values and Comments

Values: Respect for diversity; Integrity; Professionalism; Accountability  
Core competencies: Communication; Collaboration and teamwork; Judgement and decision making; National society and customer relations; Creativity and innovation; Building trust  
Functional competencies: Strategic orientation, Building alliances, Leadership, Empowering others

Comments: This is a national staff position open to Hungarian nationals and others who are legally eligible to work in Hungary. Candidates must be able to provide proof of their eligibility to work in Hungary.

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.