Director, IT Service Management

Duties & Responsibilities

Reporting to the Managing Director for Service Management & Technology Services, the Director of IT Service Management is responsible for the ongoing maturation of HBS IT’s service management practices, designing, implementing and evangelizing Service Management practices for HBS IT. 
 
Success in the HBS Information Technology department requires an extremely strong commitment to teamwork and communication.  As a key member of the Senior Team, the Director of IT Service Management must be able to promote teamwork and knowledge sharing. The position requires an independently minded and creative individual to apply their skills in helping shape – through Service Management practices – truly world class services for HBS’s faculty, staff, and students. The candidate must have excellent presentation and communication skills for presenting to a wide variety of audiences. Knowledge of Service Management and the ITIL framework is required. Participation in local and national Service Management working/interest groups a plus. ITIL Foundations certification is required, ITIL intermediate or Expert certifications is preferred. 
 
Responsibilities:
 

• Provide strategic leadership and oversight for the HBS IT Service Management Program, leveraging the international IT Infrastructure Library (ITIL) best practice framework (disciplines and practices).
• Evangelize Service Management and the ITIL framework within HBS IT and across the rest of HBS
• Collaborate with IT Leadership Team and ITSM Steering Committee to develop, publicize, and implement the strategic plan for HBS IT Service Management
• Provide leadership for process owners to define, implement, communicate, and improve service management processes
• Provide leadership for service owners to define, implement, communicate, and improve their services
• Develop and implement an ITSM training and communication plan for the organization
• Develop a model for and regularly measure organizational maturity around ITSM
• Develop a strategy for standard service-focused CSFs/KPIs/Metrics to monitor health across the IT portfolio
• Provide service ownership for the ITSM service
• Provide leadership and oversight for day-to-day operations of the ServiceNow team
• Serve as IT lead on School and University Service Management committees and working groups
• Partner with all stakeholders to include those within HBS IT, the HBS community, external consultants, and peers at other institutions to develop and implement solutions to service challenges
• Rotational on-call assignments
• Other duties as assigned

Basic Qualifications

Requirements:
 

• Bachelors Degree is required
• 8+ years of progressive experience and responsibility in information technology organization(s).
• 1-2 years experience with service delivery and service management best practices in an organization that adopted ITIL/ITSM.
• ITIL certification; Foundation level required.

Additional Qualifications

• Bachelor’s degree in IT management, a related field, or equivalent experience is desired; Master's degree preferred. 
• Demonstrates the following personal attributes: adaptable; extremely flexible; composed under pressure; persistent when confronting challenges; resilient; positive, "can-do" attitude; empathy; respectful and approachable style
• Experienced in relationship building, creative problem solving, and innovative management of projects, resources, and new technologies in a dynamic environment
• Demonstrated experience with advising and influencing senior management.
• Excellent project and time management skills.
• Excellent professional communication and collaboration skills.
• Familiarity with the academic environment, policies, and procedures.
• Experience implementing one or more Service Management processes in an IT service organization is desired.
• ITIL intermediate or Expert certification is strongly preferred.

• Leadership skills - demonstrated experience and ability to: 
  
  • Deliver excellent results in a matrixed organization
  • Build and maintain meaningful collaborative relationships
  • Mentor, motivate and develop others
  • Effectively share knowledge and experience
  • Effectively lead team change with proven results
• Outstanding Communication skills (written, verbal, and visual), including the ability to:
  
  • Negotiate, facilitate, and build consensus
  • Prepare and deliver quality executive presentations
  • Concisely describe complex problems and proposed solutions
  • Clearly describe results