INTERNATIONAL TELECOMMUNICATION UNION
ITU is the leading United Nations agency for information and communication technologies, with the mission to connect the world. To achieve this, ITU manages the radio-frequency spectrum and satellite orbits at the international level, works to improve communication infrastructure in the developing world, and establishes global standards that foster seamless interconnection of a vast range of communication systems.
ITU applies a zero-tolerance policy against all forms of harassment. ITU is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons with disabilities, to apply to become a part of the organization. Achieving gender balance is a high priority for ITU.
Roster - Kaizen and Process Improvement Consultant
Vacancy notice no: 2260
Sector: SG
Department: ISD
Country of contract: Remote
Duty station: Home Based
Position number: [[positionNumber]]
Grade: [[PositionGrade]]
Type of contract: Consultant
Duration of contract: 6 Months
Recruitment open to: External
Application deadline (Midnight Geneva Time): 31 December 2026
ORGANIZATIONAL UNIT
The General Secretariat directs administrative, human and financial resources and activities of the Union, including the implementation of the provisions of the administrative regulations on operational questions, the dissemination of information on telecommunication/ICT matters for operational and other purposes, and the provision of legal advice to the whole of the Union. The General Secretariat coordinates the implementation of the Strategic Plan, monitors the telecommunication/ICT environment and recommends as needed action relating to the Union’s future policies and strategy. The General Secretariat ensures inter-sectoral coordination and cooperation to advance a whole of ITU approach (One-ITU) in headquarters and the field. The General Secretariat provides logistical and information technology support to the Union’s activities including conferences and global forums; the coordination of the work of the Union with the United Nations system, and other international organizations; and the engagement of the Member States, Sector Members, and Academia. The General Secretariat manages corporate governance, and strategic communications and relations with the media, different stakeholder groups as well as the general public.
Within the General Secretariat, the Information Services Department (IS) is the focal point for the ITU information technology services, managing ERP, CRM, documents, information systems and infrastructure, service-desk, library, archives and information management services, safety and security (both physical and logical), to support staff both at Headquarters and in the Field, as well as delegates attending conferences, meetings and events world-wide. It also promotes ICT collaboration, partnerships and information-sharing and represents ITU in inter-organization meetings and committees related to information technology and security management.
BACKGROUND INFORMATION
The ITU is embarking on a major organizational transformation, with a strong emphasis on operational excellence, efficiency, and continuous improvement. To support this, ITU regularly seeks Kaizen and Process Improvement Consultants to facilitate improvement initiatives across the Information Services Department (ISD) and business digital systems. Consultants will guide teams in adopting Kaizen methodologies, foster a culture of continuous learning and problem-solving, and ensure ITU’s processes deliver greater value and improved services.
TERMS OF REFERENCE
Under the guidance of the Chief Information Officer (CIO), consultants included in the roster may be called upon to perform assignments such as:
- Facilitate Kaizen workshops and improvement cycles for key ITU business and digital processes.
- Support the design, documentation, and optimization of workflows under the transformation plans.
- Introduce and apply Lean/Kaizen methodologies, tools, and problem-solving techniques across ISD teams.
- Work with process owners to identify inefficiencies, define value streams, and prioritize improvement initiatives.
- Coach ISD staff and managers to embed a culture of continuous improvement and structured problem-solving.
- Develop and maintain performance dashboards and visual management systems (e.g., Obeya boards) to monitor progress.
- Support change management and communication related to process improvement initiatives.
- Collaborate with the Transformation Team and Task Force to ensure alignment with ITU’s Digital Transformation Strategy.
CONCRETE DELIVERABLES
- Facilitation of Kaizen workshops with documented outputs and improvement plans.
- Optimization and redesign of workflows for priority business and digital processes.
- Submission of c training materials and coaching for ISD staff and business process owners on Kaizen tools and continuous improvement practices.
- Establishment of performance dashboards and visual management tools to track improvements.
COMPETENCIES
- Strong knowledge of Lean, Kaizen, and continuous improvement methodologies.
- Ability to facilitate workshops and lead process improvement initiatives.
- Proficiency in process mapping, value stream analysis, and performance measurement.
- Excellent communication, coaching, and change management skills.
- Familiarity with digital tools and platforms for workflow optimization and visualization.
QUALIFICATIONS REQUIRED
Education:
Advanced university degree in industrial engineering, business process management, organizational development, information systems, or related field OR education from a reputed college of advanced education with a diploma of equivalent standard to that of an advanced university degree in one of the fields above.
Experience:
At least seven (7) years of experience in process improvement, Lean/Kaizen facilitation, and organizational efficiency. Proven track record in facilitating Kaizen events and implementing continuous improvement programs. Experience in international organizations or large federated enterprises is desirable.
Languages:
Knowledge of English at advanced level. Knowledge of French would be an advantage.
REMUNERATION INFORMATION
Between USD 280 and USD 650 per working day to be defined according to the work experience of the consultant.
INFORMATION ON RECRUITMENT PROCESS
Please note that all candidates must complete an on-line application and provide complete and accurate information. To apply, please visit the ITU Careers website. The evaluation of candidates is based on the criteria in the vacancy notice, and may include tests and/or assessments, as well as a competency-based interview. ITU uses communication technologies such as video or teleconference, e-mail correspondence, etc. for the assessment and evaluation of candidates. Please note that only selected candidates will be further contacted and candidates in the final selection step will be subject to reference checks based on the information provided. Messages originating from a non ITU e-mail account - @itu.int - should be disregarded. ITU does not charge a fee at any stage of the recruitment process.
