As part of a highly collaborative, cross-functional team, the IT service manager will help to define, implement, communicate, and improve service management processes based on industry best practices like ITIL. The position not only owns or manages specific
service management processes, such as Incident Management, but also participates in others supported by the team (e.g. Change, Problem), in order to enhance the reliability and value of IT and other services. The manager facilitates the alignment of services
with business processes and requirements, as well as their continual improvement through the promotion of best practices. In addition, this position assumes the role of project manager for various IT Service Management projects.
At the same time, the role contributes to the development, testing, documentation, and debugging of custom solutions and application enhancements (e.g., forms, workflows, interfaces with other systems).
Director of IT Service Management
Harvard University Information Technology