Senior Account Manager

Job Summary

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 Account Manager serves as a trusted point of contact between Harvard University Information Technology (HUIT) and multiple Harvard Schools and Central Administration units. The person in this role will work with CIOs and administrative leadership in each School and unit to understand high-level business and technology needs, to ensure that HUIT’s service approach is aligned with those needs, and to facilitate communication, coordination, and trouble-shooting.

Job-Specific Responsibilities

The Senior Account Manager is responsible for the overall business relationships between HUIT and a portfolio of Harvard Schools and Central Administration units. Specific areas of responsibility include the following:

• Work closely with various counterparts in different Harvard-affiliated organizations to comprehensively understand their activities, objectives, communities, and key technology needs and capabilities, and understand how these can be met by existing HUIT shared service models or used to inform strategic decisions about future offerings
• Develop relationships with senior leadership at the CIO and director levels to foster open communication and a clear understanding of their technology-related strategies and needs
• Convene and manage standing and ad hoc meetings at the strategic and tactical levels to ensure services are being delivered effectively and efficiently
• Work with existing customers to introduce services and potentially expand the scope of services delivered under shared HUIT service models
• Act as a bridge between accounts’ evolving business needs and HUIT’s changing technology landscape
• Serve as principal point of escalation for addressing outstanding issues, requests, or issues with the delivery of services

• Understand the breadth of programs and services being delivered to an account, and ensure HUIT is coordinated and effective in its service delivery
• Proactively foster information sharing across HUIT services and teams
• Supplement existing relationships to address issues of concern, change management, or strategic planning needs
• Advise on appropriate timing, methods, and venues for communicating changes to each community
• Partner closely with peers within HUIT service delivery groups, HUIT Finance, the HUIT Project Management Office, and HUIT senior leadership to ensure account needs are well understood and to facilitate communication and relationship-building; actively represent and communication on behalf of accounts
• Serve as an active member of Account Management team and University Strategy and Projects team, facilitating information sharing and coordination across HUIT and the University

• With Account Management colleagues, track and assess emerging needs and service delivery trends across the University to identify synergies, patterns, and opportunities
• Facilitate cross-HUIT efforts to evaluate and address these trends

• Provide proactive, effective communication to internal and external stakeholders through a variety of channels
• Provide limited project coordination support for smaller customer or service delivery projects
• Work closely with other Account Managers to design and implement common approaches and best practices for account management activities
• Broadly engage with the larger Harvard community to provide visibility into HUIT activities and services and serve as a conduit for communicating University priorities and needs within HUIT

Basic Qualifications

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.

• Minimum 8-10 years of IT business-related experience with at least 3-5 years of direct customer engagement or management experience with increasing responsibility and engagement at a strategic level
• Technical experience or extensive work exposure within an IT service area relevant to HUIT

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.

• Demonstrated ability to work collaboratively, build strong, lasting relationships across all levels of an organization, and effectively communicate and work with both technical and non-technical personnel
• Ability to leverage experience and knowledge to bring creative and innovative solutions and approaches into the account management and customer engagement process
• Excellent organizational skills and communication skills (written, oral, and presentation) with an eye for accuracy, details, and quality
• Demonstrated ability to transmit complex technical concepts to non-technical audiences, as well as to translate general business requirements and needs into high-level technical requirements
• Passion about delivering great service
• Ability to think strategically while addressing tactical short-term priorities
• Demonstrates the following interpersonal attributes: proactive, persistent, flexible, tactful, curious, team-oriented, unflappable, resilient, positive outlook, and can-do attitude

Working Conditions

Interview and onboarding activity for this position may be conducted via telephone & Zoom video conferencing, based on the department’s current presence on campus.

Harvard is an on-campus community and all positions are based in Massachusetts. We currently expect that employees in HUIT will work remotely through Fall, 2021. Effective October 1st, as a condition of continued employment, all work must be performed in a state where Harvard is registered to do business (CA, CT, MA, MD, ME, NH, NY, RI, VT).

HUIT is currently developing hybrid workplace models which actively support remote work (within a Harvard registered state) where business and team needs allow. Any remote scheduling of your work, agreed to by your supervisor, will need to be in a state in which Harvard is registered as an employer as a condition of continued employment.  Individual flexible and remote work options for this role will may discussed during the interview process.

Harvard will require COVID vaccination for all Harvard community members who will have any on-campus presence. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement and exceptions 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 and upload as one document.

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/

Diversity, Inclusion & Belonging:
Harvard's commitment to Diversity, Inclusion and Belonging is rooted in our belief in drawing on the widest possible pool of talent to unify excellence and diversity. Our community strives to uphold these beliefs by honoring the rights, differences, and dignity of others and embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values. Harvard aims to foster a campus culture where everyone can thrive, a key to which is ensuring that we each experience a sense of inclusion and belonging.

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:

Flexible work environment: HUIT supports flexible work arrangements where business needs allow.

Time off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 12.5 paid holidays, and 3 paid personal days per 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

384759 IT Project Plan/Managmnt Sr

Department

Strategy and End User Services

Union

00 - Non Union, Exempt or Temporary

Pre-Employment Screening

Identity

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.