Program Head, IT Service Management

Description

Working at MIT offers opportunities, an environment, a culture – and benefits – that just aren’t found together anywhere else. If you’re curious, motivated, want to be part of a unique community, and help shape the future – then take a look at this opportunity.

PROGRAM HEAD, IT SERVICE MANAGEMENT, MIT Libraries-Information Technology Services (ITS), to have overall responsibility and act as lead facilitator for the design, delivery, and management of IT services to support the Libraries’ operations and meet its technology and user needs. Will lead the development, implementation, and continuous improvement of IT Service Management (ITSM) processes; and establish, measure, and report on key performance indicators (KPIs) related to services, processes, operations, and delivery.  Responsibilities include leading/managing the desktop support team, coordinating the work of external consultants, training and mentoring technicians/consultants, and implementing standard operating procedures; leading the design and implementation of ITSM strategies, policies and procedures, and technical standards and methods; leading the creation and maintenance of a comprehensive service catalog; recommending tools to aid in the adoption of solid ITSM processes and best practices; creating, monitoring, and reporting on a comprehensive set of metrics and KPIs; collaborating with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives; relationship management with customers and vendors; and participating in organization-wide committees/groups. 

Job Requirements

REQUIRED:  bachelor's degree (master’s preferred) in information technology or related area; at least seven years' experience working in an IT service management role; at least four years’ supervisory experience managing technology staff; initiative; excellent customer service, communication, and interpersonal skills; experience implementing ITIL best practices in a complex environment; ability to work independently and within a team, meet committed deadlines, and motivate/guide a team toward goal accomplishment; and ITIL Foundation certification.  Experience in higher education, museum, or cultural-type institutions preferred; as is knowledge of and experience with project management methodologies and business analysis techniques.