Senior Product Manager

11-Oct-2022

Harvard University Information Technology

59528BR

Position Description

Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to delivering service and technological solutions in support of teaching, learning, research, and administration.  We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines – and depth in specific areas of expertise. HUIT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment. If you are a technically proficient, nimble, user-focused, and accountable IT professional who also connects with the importance of collaborating well in a team environment, we are looking for you!

The Senior Product Manager is responsible for the strategic evolution and all aspects of high-quality service delivery for a subset of Harvard’s End User Services (Zoom, Acoustic, HUIT Slack). As part of a service ownership team, the Sr. Product Manager will work closely with Services Business Analysts and Project Managers,  and partner closely with other parts of HUIT – including the Technology Partner Services (TPS) Platform Engineering team, Communications and Change Management Team, Finance, and the Service Desk – to ensure quality service delivery. This position reports to the Director of Service Delivery.

The ideal candidate has a proven track record of engaging diverse stakeholders to deliver high quality services and is ready to step up as a leader and drive Harvard University Information Technology’s collaboration strategy and roadmap, while defining and driving new features and products for use and delivery to the entire University.  The Sr. Product Manager will provide leadership and participation in Governance Councils, Executive Committees, Customer Engagement Councils and IT Stakeholder groups to drive standards, policies and strategic roadmaps for their assigned services.

Duties and Responsibilities: 

• Proactively conceive, define, and drive the roadmap for the Collaboration and common framework based on customer need, market trends, and standards
• Prioritize product enhancements and backlog issues by making smart, decisive tradeoffs using data-driven analysis and sound judgment
• Manage budget; develop and refine costing models and fee structures
• Manage service delivery across in-house and vendor implementations, including contract support, delivery, support, escalation, and testing plans
• Manage vendor relationships and contracts; work with internal Harvard Office of General Council and Vendor Management, as required for contract negotiations or remediation of services
• Function as a subject matter expert for assigned services
• 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
• Collaborate with stakeholders to translate business needs into systems requirements and scoping
• Lead definition of system requirements, gap analysis, and identification of feasible alternative solutions that meet defined business objectives
• Oversee business transition management to ensure that systems are understood by users
• Lead IT strategy development
• Oversee the planning and implementation of large IT projects that have significant impact on the management of the business, including systems integration and installation initiatives
• Build strategic alliances; negotiate and influence across school, department, or university
• Abide by and follow the Harvard University IT technical standards, policies, and Code of Conduct
• Responsible for effective staff management, including hiring and orientation, training and development, workflow and performance management and promotion of an inclusive and innovative work environment

Basic Qualifications

• Minimum of seven years’ post-secondary education or relevant work experience

Additional Qualifications and Skills

The following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn

• Knowledge of information technology applications, processes, software and equipment, including ITIL methodologies.
• Measure and present key metrics on service adoption, usage and SLAs.
• Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor.
• Experience in customer engagement and/or service desk management in an academic environment.
• Excellent user-focused interpersonal, written and verbal communication skills.

Working Conditions

Interview and onboarding activity for this position may be conducted via telephone & Zoom video conferencing.

This position will be based in Cambridge, MA.  HUIT actively supports hybrid work where business and team needs allow. Additional detail will be discussed during the interview process.  All remote work must be performed in a state in which Harvard is registered to do business (CA, CT, MA, MD, ME, NH, NY, RI, and VT).

The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard’s Vaccine & Booster Requirements . Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/ .

Harvard continues to place the highest priority on the health, safety and wellbeing of its faculty, staff and students, as well as the wider community. Information and details can be found via Harvard’s Coronavirus Workplace Policies website: https://hr.harvard.edu/corona-virus-workplace-policies .

Additional Information

Please provide a cover letter with your application.

Please note: 

• Harvard University requires pre-employment reference and background screening.
• We are unable to provide work authorization and/or visa sponsorship.
• This position has a 180-day orientation and review period.

More about HUIT:
Harvard University Information Technology (HUIT) is responsible for the strategy, planning, and delivery of information technology across the University.  Our mission is to assure Harvard’s leadership in IT. We strive to make it easier for faculty, students, and staff to teach, research, learn and work through the effective use of information technology.  HUIT’s core values are User Focused, Collaborative, Innovative and Open.

IT Academy (designed for IT Staff):
HUIT’s IT Academy aims to enable each IT staff person to grow professionally and become a trusted partner to her or his team. The IT Academy is built on the belief that every IT staff member across the University (including technology employees at each school and campus) can grow in her or his area of expertise as well as building strong people and project management skills. Learn more here: https://itacademy.harvard.edu/

Total Rewards:
Harvard’s Total Rewards Program is designed to attract, retain, and reward the performance of talented employees. As a Harvard staff member, you enjoy many perks that come with working for one of the top employers in Massachusetts, including: 

Paid Time Off: 3 – 4 weeks accrued vacation days, 12 accrued sick days, 12.5 paid holidays plus winter recess, and 3 personal days awarded each calendar year. 

Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans.  

Retirement: University-funded retirement plan with full vesting after 3 years of service. 

Tuition Assistance Program (TAP): $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools. 

Harvard University Employees Credit Union: Our employees credit union provides a complete line of services for all your financial needs. https://huecu.org   

Transportation: 50% discounted MBTA pass as well as additional options to assist employees in their daily commute. 

Wellness options: A variety of programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services. 

Access to athletic facilities, libraries, campus events and many discounts throughout metro Boston. 

Learn more: https://hr.harvard.edu/totalrewards  

Accessibility:
Harvard University IT plays an important role in supporting Harvard’s commitment by seeking to create, procure and deploy technologies that are accessible to all, including and especially those who live with disability. Harvard welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please contact our University Disability Resources Department.

Job Function

Information Technology

Location

USA – MA – Cambridge

Job Code

I0059P IT Project Manager V

Department

Client Services

Union

00 – Non Union, Exempt or Temporary

Pre-Employment Screening

Identity

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.