ITSM Service Delivery Manager

ITSM Service Delivery Manager

6 Months contract

Boston, MA 02215

Top 3 technical or soft skills

Must have experience with IT service management or delivery

Experience with process improvement efforts

Very well developed interpersonal and communication skills

Job Requirement:

Documentation and Knowledge Management: Collaborate with the Director of Technology Communication and Training to ensure that all documentation and knowledge base articles are accurate, up-to-date, and accessible.

Collaboration with IT Teams: Provide leadership on team activities related to service analysis initiatives and consider the business implications of technology application to the current and future business environment. Work closely with the Infrastructure Service Queue Manager and other IT teams to streamline technical incident and service request processes, aiming for minimal steps and fastest resolution times.

Workflow Design: Lead definition of system/service requirements, gap analysis, and identification of feasible alternative solutions that meet defined business/service management objectives. Design and implement effective service delivery workflows across customer support tiers and between different parts of the organization, aiming to minimize handoffs and maximize responsiveness.

Performance Monitoring: Develop, define and implement key performance indicators and service quality measures. Monitor and report on service delivery performance, identifying areas for improvement and implementing strategies to address any issues.

Stakeholder Communication: Collaborate with stakeholders to translate business/service/change management needs into systems requirements and scoping. Act as a liaison between IT and other departments, ensuring clear communication and understanding of IT service delivery capabilities and limitations.

Develop budget planning for IT Service Management toolsets, processes, documentation, and training.

Contribute to development of long-term strategy, plans, and policies for HMS IT.

Abide by and follow IT technical standards, policies and Code of Conduct

Basic Qualifications

Bachelor’s degree in Information Technology, Business Administration, or related field, or relevant work experience.

Minimum of 5 years’ experience in IT service delivery, with a strong understanding of service management principles and practices.

Demonstrated experience in process improvement within IT service delivery environments.

Strong knowledge of ITIL framework and experience with ITSM tools.

Excellent analytical, problem-solving, and project management skills.

Outstanding communication and interpersonal skills, with the ability to work collaboratively across multiple teams.

Experience with documentation management and knowledge base systems.

Ability to work independently, prioritize effectively, and manage multiple tasks in a dynamic environment.

Supervisory experience.

Additional Qualifications and Skills

Highly specialized knowledge ServiceNow ITSM and/or Performance Analytics applications.

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

Demonstrated team performance skills, service mind-set approach, and the ability to act as a trusted advisor.

Certificates and Licenses

Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred.

ITIL v3 or v4 Foundations certification desired; ITIL intermediate (or higher) certifications strongly preferred.