Director, IT Service Management

Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to understanding our users and devoted to making it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology.  We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines – and depth in specific areas of expertise.  HUIT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment.  If you are a technically proficient, nimble, user-focused and accountable IT professional who also connects with the importance of collaborating well in a team environment we are looking for you!

Position Overview:

Reporting to the Managing Director for Strategy and End User Services of Harvard University Information Technology (“HUIT”), the Director, IT Service Management will provide strategic leadership and oversight of IT Service Management disciplines, practices and tools adopted across the IT organization and University.  The Director will oversee both a team of service managers and a team that supports service management tools and platforms.  The Director is part of an extended leadership team focused on Strategy and End User Services and is a key participant in HUIT’s Service Delivery Leadership Group.

The successful candidate will lead the development, improvement and operation of common service management practices across HUIT in the delivery of IT services to all customer groups (faculty, staff and students). The Director will promote the improvement and expansion of ITIL-based service management across the organization, with a particular focus on developing service ownership practices, including an emphasis on service taxonomy and the service catalog, service level management and portfolios, and service-based metrics.  The candidate will develop and evolve a strategy for Service Management tools and platforms to support service owners across the organization.

Principal Duties and Responsibilities:

• Lead the design, implementation, and improvement of service ownership and a service taxonomy, service level management, the service catalog and service portfolio management

• Oversee ITIL service operations and transitions activities, including incident management, problem management, request management, knowledge management, change management, and configuration management

• Help articulate and execute a strategy for service management-related communications

• Enable continual service improvement through the effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery

• IT Service Management Tools and Reporting, including the analysis, implementation, and system administration of enterprise ITSM tools; understanding and effective use of key performance indicators for managing service delivery; and the design and provisioning of self-service, ad-hoc, and standardized reports for management support, and operational and strategic planning

• Act as a guide and mentor for HUIT technology staff in the understanding and application of ITSM processes

Basic Qualifications

• BA or BS required

• 8 years of related, progressively responsible work experience to include management

Additional Qualifications

• Strong interpersonal, facilitation, and consensus-building skills

• Experience implementing cross-functional process improvements with aptitude for business or process design

• Experience driving organizational change through facilitation and consensus-building

• Excellent verbal, written, presentation communication skills

• Proven ability to communicate and collaborate effectively with people at all organizational levels

• Experience within higher education

• Demonstrated success in staff management, hiring, mentoring, coaching, performance management, professional development and workflow design

• ITIL certification preferred

• Master’s degree preferred

Additional Information

We ask that interested applicants provide a cover letter and resume as one document with their application.

• Please note: Harvard University requires pre-employment reference and background screening.

• Harvard University Information Technology is unable to provide work authorization and/or visa sponsorship.

• This position has a 180-day orientation and review period.