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ITSM Process Manager
Ref No.: 17-01103
Location: Brookline, Massachusetts
Position Type:Direct Placement
Job Type: Direct hire

Harvard Partners is in search of a resource to provide strategic, tactical and operational leadership for two IT Service Management processes of Relationship Management and Problem Management. You will develop and maintain the processes  to support the mission and initiatives of IS&T, work with other process owners to align process inputs and outputs, educate IT staff, especially service owners, on how to execute the processes, and ensure that the processes are being followed.  The initial focus of this role  will be to develop Relationship and Problem, but it is anticipated that once these are more established, the focus will shift to maintenance of those processes and development of practices that enable other processes.  As well as ensure IS&T has mechanisms in place to understand clients' needs and to follow up on those needs consistently. In addition to ensuring that service outages and degradations are analyzed, and that cause(s) and risk(s) are communicated to IS&T management for appropriate resolution.  You will act as a Relationship Manager for two or more client areas. Assist the Associate Director, Service Management with soliciting, tracking and prioritizing process and service improvement initiatives across the organization and assisting process and service owners with driving those improvements. You may act as a driver for other IT service management processes, such as Continual Service Improvement in the future.

The ideal candidate should possess analytical thinking, strong organizational skills, strong interpersonal skills with the ability to work across a wide variety of issues at one time. Along with a strong innate intuition and a solid technical understanding coupled with a customer service mindset and strong written and verbal skills.
ITIL knowledge helpful. Candidates must have a BS/BA