2018 Forum programme

Mr. Herson Abreu
Mr. Herson Abreu

Customer Care Manager, Global Shared Services Centre (GSSC)


Herson Abreu is the Customer Care Manager at the UNICEF Global Shared Service Center(GSSC) in Budapest, effectively leading a team of highly professional staff in providing world class services to all UNICEF staff on queries related to IT services, as well as services provided by GSSC on HR and Payroll, Finance and Master Record Management. This function includes driving process improvement and automation to achieve efficiency in different processes used by the organization globally, and reducing the Enterprise Risk inareas of Identity and access management.

A seasoned IT professional with over 20 years of experience working on system analysis and design; emergency telecoms; project management; and IT service support.

He has worked at national and internationallevels with non-Governmental organizations, Universities and United Nations.

A certified ICT Emergency Responder, he led a successful mission as Regional Chief of ICT working with the UN Mission to the Ebola Emergency Response (UNMEER) in Guinea in 2015, coordinating the installation of ICT infrastructure and IT service provision to all staff in the mission.

Herson hold a bachelor’s degree as Computer Science Engineer and a master’s on Leading Innovation and Change. He also hold certificates onProject Management (PRINCE2) and ITSM practitioner in Service Level Management. His peers and colleagues refer to him as a natural leader who brings the team together to achieve results, working effectively with business process analysis and data gathering.