ITSM Project Manager

Independently coordinate complex procedures and execute work necessary to successful IT project completion in a unit or department, requiring high levels of cross-functional integration and involving multiple disciplines to be managed. Perform project management oversight of small projects or one or more large tasks within a larger project.

Job Code

I0057P IT Project Manager III 

Job-Specific Responsibilities

The Project Manager will establish and implement the project management discipline to guide and plan for project success from project inception through project completion.  The project manager will be assigned to one or more highly complex technology projects or programs that span multiple functional areas and technology units within HMS and the IT Department. 
The project manager will lead the stakeholder communications program; coordinating directly with the functional process and data owners to understand and incorporate multiple functions and user perspectives into the project and plan for successful user acceptance testing and rollout to meet end user needs and school objectives.
The project manager will seek out and coordinate with other IT leaders and project managers, technologists, and support staff to ensure projects are planned for successful transition to production support, and to improve the maturity of the IT Project Management processes and toolsets for enhanced collaboration across IT and HMS. 
The project manager's primary assignment is jointly placed within Client Services and the PMO to facilitate continuous process improvement in service delivery and maturity efforts. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manage projects from project inceptions to successful completion; leading the orderly progression of projects from the proposal stage through project completion by interacting with administrators, IT staff, faculty, hospital staff and the Societies. 
• Coordinate with stakeholders and technologists to define agreed upon project scope, outcomes, requirements, schedule, and resources; develop actionable project plans and project artifacts; identify, manage and escalate, as appropriate, project risks, issues, and roadblocks to timely delivery.
• Lead Change, acting as change agent use skills and expertise to inspire a shared purpose of intent, drive project awareness, communications, and training while ensuring effective transition into operations. 
• Manage resources, scope, prioritization, work-plans and the investigation of future enhancements
• Develop and implement project communications framework to ensure well-informed stakeholders, end-users, and technical staff.
• Facilitate and drive work sessions; leveraging flexible toolkit of techniques, with the ability to adapt the approach to the needs of the project.
• Coordinate with key stakeholders within all of the IT Service Delivery paths.
  • Organizing and leading meetings and facilitating group work sessions
  •  Liaising with stakeholders and vendors to lead discovery of both technical and non-technical solutions to meet requirements.
  • Overseeing development and testing of evaluations, product/process enhancements to improve service delivery 
• Provide guidance to IT PM community, as an active contributor to standards, processes, and toolsets that broaden and mature the project management discipline across HMS IT.
• Facilitate customer communications process definition and assist service managers in communications creation for planned and unplanned service interruptions and changes as part of incident and change management, as well as release and deployment.
• Other duties as assigned.    

Typical Core Duties

• Collaborate to review project plans and proposals and develop project objectives; identify project responsibilities by determining the phases and elements of the project; calculate time frames and sequence the stages of the project
• Develop and manage project roadmap
• Execute, coordinate, and perform technical aspects of project; research issues 
• Review, evaluate, approve, and monitor cost schedule and technical scope baselines
• Ensure the preparation and delivery of required project documentation
• Prepare and provide project status updates
• Contribute to communication plan and change management 
• Absorb and leverage project related technology to ensure effective project management and collaboration
• May provide training to clients/staff
• Apply Harvard University’s IT technical standards and best practices
• Abide by and follow the Harvard University IT Code of Conduct

Basic Qualifications

• Minimum of two years’ post-secondary education and/or relevant work experience 
• Demonstrated cross-functional project management experience

Additional Qualifications

• Demonstrated self-starter who can operate independently without supervision and ability to “ramp up” quickly in both technology and business processes
• Works inter-dependently toward enterprise goals and objectives by deep collaboration with the community
• Works well under pressure and can shift readily between the “big picture” and the small but crucial details, knowing when to focus on each.
• Provide strategic guidance to develop new approaches and applications of programs from people, process and technology perspectives.
• Has capability to contribute through others to increase success of projects. 
• Experience with service management/service desk processes and tools. Specifically, experience with Incident, Request, Problem, and/or Knowledge management would be helpful.
• Excellent interpersonal skills, including the ability to build and cultivate strong relationships and work effectively with diverse groups, including education and non-education personnel, internal and external to Harvard Medical School 
• Demonstrated “can do” work ethic coupled with effective time management and ability to overcome ambiguously or under-defined problems, simplify and clarify objectives, and lead team to successful outcomes 
• High level of energy, determination, and perseverance, to act as an agent of change in a demanding organization 
• Familiarity or experience with ITIL framework and Service Management; Experience working at a medical school or demonstrated ability to deliver results in an academic environment is a plus 
• PMI certification is a plus
• Prior ITIL foundations certification is a plus
• Agile, Lean and/or Facilitation certification is a plus.

Certificates and Licenses

• Completion of Harvard IT Academy Project Management Foundations course (or external equivalent) preferred
• PMP or other relevant certification and experience preferred, e.g., Scrum Master

Working Conditions

• Work is performed in an office setting