Job Description

Job-Specific Responsibilities

Working on the Harvard Kennedy School IT (HKSIT) team, the HKSIT Service Delivery Manager plays a key role in: communications, knowledge sharing, driving training and adoption, relationship management, incident management, and service management for key services at the School. This person will serve as a customer liaison between the HKS Community and multiple HKSIT groups. Responsibilities focus on ensuring services are delivered efficiently and meet stakeholder requirements. An articulate and approachable technology advocate, skilled in providing informed technology consulting services, while also maintaining support standards and practices; dynamically adapts and eagerly cooperates with other members of the HKSIT team to address shifting needs, priorities, and technology trends. This is a public-facing position, requiring regular, effective communication with the HKSIT team, business owners, and the larger HKS community.

* **General**

+ Promote the implementation of overall HKSIT departments vision, mission and goals in consultation with customers, business units, and HKSIT leadership.

+ Work with HKSIT and Harvard University Information Technology (HUIT) teams to deliver and optimize service offerings and implement initiatives to ensure consistent service delivery across the HKSIT service portfolio to the HKS community.

+ Seek opportunities for continuous service improvement by actively reviewing services across the HKSIT service portfolio and working with business and service owners as well as HKSIT teams to effect change.

* **Communications**

+ Develop policies and standards for outward communications to the HKS Community around topics including change and incident management processes.

+ Develop, maintain, and evaluate both one-time and regular communications to business owners, HKSIT teams, department heads and executives, and the HKS community using multiple communications channels, including email, in-person, social media, our intranet, and newsletters, in support of new and existing services across the HKSIT service portfolio.

+ Partner across the HKSIT and HUIT teams to develop, review and/or send communications to impacted stakeholders at various levels of the organization.

+ Build and leverage relationships across the School and University to learn about and effectively communicate changes, incidents, and other information that needs to be shared in a timely manner.

* **Knowledge**

+ Participate in developing documentation and materials to share institutional knowledge pertaining to the HKSIT Service Portfolio

+

- Play a key role in guiding the development and management of user-friendly content on the HKSIT site on the HKS intranet.

- Support continuous knowledge transfer across the HKSIT team enhance and improve service to the HKS community.

+ **Training**

- Identify opportunities and training needs within HKS user community. Leverage HUIT resources for commonly used tools at Harvard.

- Develop and provide trainings for select HKS custom tools. Create supporting materials and videos as needed.

- Partner with the HKSIT Service Center to provide training resources for onboarding incoming students and new faculty and staff.

- Offer periodic information sessions about IT topics in partnership with subject matter experts.

+ **Relationship Management**

- Build trusting, productive, and sustainable relationships with customers that informs the HKSIT service portfolio so that it is in alignment with the business needs of the community.

- Engage project and services stakeholders to ensure their perspectives are available for road mapping.

- Participate in HKSITs IT Affinity Group as an advocate for partners and customers for HKSITs relationships with departments and centers

* Job Description is continued in Additional Information section below.

Typical Core Duties

* Work at an expert level within a team on most phases of service analysis and consider the business implications of technology applications to the current and future business environment

* Collaborate with stakeholders to translate business/service/change management needs into systems requirements and scoping

* Define systems/service requirements, conduct gap analysis, and identify feasible alternative solutions that meet defined business/service management objectives

* Responsible for business transition management to ensure that systems are understood by users; ensure that transitioned services deliver the value users expect

* Contribute to establishment of key performance indicators and service quality measures

* Contribute to budget planning

* Contribute to the development of plans and policies for a unit/school

* Advise unit/school

* Abide by and follow the Harvard University IT technical standards, policies and Code of Conduct

Basic Qualifications

* Minimum of five years post-secondary education or relevant work experience

Additional Qualifications and Skills

Bachelors degree and 5 years of experience OR high school diploma and 7 years of experience preferred. Relevant coursework and internships will count toward experience.

* Required experience must be in an IT environment within a diverse user community.

* Required and demonstrated experience with change management initiatives and common change management methodologies

* Knowledge of information technology applications, processes, software and equipment

* Highly specialized knowledge of a specific technology

* Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor

* Highly self-motivated and self-directed in the pursuit of excellence.

* Strong maturity, professionalism, and judgment.

* Meticulous attention to detail and organization.

* Openly embraces change.

* Must possess outstanding written, oral and interpersonal communication skills with a strong dedication to customer service.

* Proven ability to present ideas and educational topics in multiple formats, including in-person presentations to large audiences and in writing, in business- and user-friendly language.

* Proven ability to independently and effectively prioritize, organize, coordinate and execute tasks in a high-pressure environment with constant deadlines and shifting priorities.

* Proven experience working collaboratively in a team-oriented environment.

* Proven proactive problem-solving skills.

* Good understanding of current IT concepts and the ability to stay current with the latest technologies and trends.

* Basic understanding and technical knowledge of current network and operating systems, hardware, account management, and enterprise software.

* Experience working with project teams.

* Experience in a higher-education environment is desirable, but a fresh perspective is also welcome.

* Experience with the ServiceNow platform would be beneficial.

**Requirement within 180 days of start date:**

* Information Technology Infrastructure Library (ITIL) Foundations certification

* Completion of Harvard IT Academys Service Mindset level 1

* Completion of Harvard IT Academys Trusted Advisor level 1

* Completion of Harvard IT Academys Information Security Foundations level 1

**Additional courses to be completed within a year of hire:**

* Completion of Harvard IT Academys Service Mindset level 2 courses

* Completion of Harvard IT Academys Trusted Advisor level 2 courses

* Completion of Harvard IT Academys Information Security Foundations level 1 class

* Completion of Harvard IT Academys IT Methodologies level 1 class

***Job Description - continued from above***

**Change Management** $79,000 - $ 135,000

**Note:** Starting salaries typically fall in the lower half of the salary range; however, they are ultimately determined by the scope of the position

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