Job Listing

POSTED: November 1, 2018

Director, Media Services

Dennis Churchman | | 617-495-5483
Harvard Business School
Boston, MA
Full time
Senior/Mid Level Management
$125,000 - $140,000

The IT Support Services team at Harvard Business School provides outstanding desktop and audiovisual services faculty, staff, students, and executive education participants. The team supports the School’s mission by delivering premium technology offerings that enhance and creatively advance the teaching, learning, and research environment.

The Director, Media Services is responsible for providing best-in-class support to the global HBS community, by connecting campus learning and convening spaces to the world, and by offering comprehensive and innovative audiovisual services to our customers. As one of the primary “faces” of HBS IT to campus, the Director is a visible and active part of the HBS community that includes over 2,000 faculty, staff, and doctoral students, 1,800 MBA students, and 11,000 annual executive education participants.

Media Services provides Level 1 and 2 support to users spread across 35 campus buildings, including more than 250 audiovisual-enabled classrooms, conference rooms, auditoriums, and other convening spaces. This includes Klarman Hall, a new 80,000 sq. ft. convening center. This 1,000 seat facility features immersive and industry-leading technologies. The team helps plan and ensure the successful delivery of over 16,000 live events across campus each year.

The Director leads a large team of more than 20 managers and individual contributors, as well as vendor resources. They are responsible for working with senior leadership across the School to implement and manage audiovisual strategies, services, and policies. This multidisciplinary team consists of:
AV Events – Plans and supports audiovisual technologies for all campus events
AV Operations – Supports users of all classroom and conference room audiovisual technologies
AV Engineering – Designs, builds, and maintains an advanced ecosystem of audiovisual technologies and campus spaces
AV Productions – Facilitates high-quality video production services to capture guests and special presentations during classes and events, including post-production services

The Director closely manages a rolling 5-year capital plan for audiovisual infrastructure averaging $3M annually, as well as a significant operational budget. They participate in technology projects of all scopes and sizes to ensure alignment with business needs and an exceptional user experience, and own a number of critical processes and services in a service-focused organization.

The ideal candidate will have significant experience leading people and delivering outstanding service in demanding, enterprise-class environments. They will possess a strategic, opportunity-focused mindset, and show strong accountability in managing many streams of shifting work priorities with minimal supervision. The candidate will demonstrate excellent interpersonal and communication skills, and possess superior maturity, professionalism, and judgment.

Basic Qualifications At least 10 years of relevant experience; direct management experience required Must be accessible by personal cell phone during business hours, and occasionally off-hours; stipend will be provided Must participate in a shared 24x7x365 on call rotation with other management staff; support outside of regularly scheduled hours, including weekends, will occasionally be required This is considered a “Remote Access Critical Position”: the employee is required to perform non-deferrable work during emergency closures or curtailments whether at their normal workspace, at home, or at another off-campus location Additional Qualifications Excellent leadership and people management skills, and a strong desire to coach and develop team Demonstrated ability to deliver outstanding service in demanding environments Experience managing in large higher education and/or corporate environments Excellent interpersonal and communication skills Superior maturity, professionalism, and judgment Ability to successfully manage many simultaneous work items of changing priority; strong ownership, accountability, and attention to detail in all work efforts Experience implementing and managing to key operational metrics Strong aptitude to quickly learn and institutionalize business, technical, and process knowledge Can easily present technical concepts in non-technical language Strong organizational change management skills Interest and ability to assess and improve work processes Knowledge of IT Infrastructure Library (ITIL) and IT Service Management (ITSM) Project management skills
Bachelors Degree preferred but not required
Additional Information Typical Responsibilities Provide leadership, management, and development to a large team of direct and indirect reports Partner with senior leadership and other HBS teams to establish and manage audiovisual strategies and policies Deliver on mission of providing outstanding first and second-level audiovisual support and services across campus; ensure successful delivery of all classroom and campus events Work with peer teams across School to design and implement audiovisual spaces and services, including major campus building projects, ensuring alignment with business needs and a positive user experience Personally manage key customer relationships to ensure exemplary service Collaborate with faculty and staff to recommend and implement solutions that meet business needs; proactively explore emerging technologies that might benefit the community Develop and closely manage large annual operating and capital budgets; oversee enterprise software licenses and renewals, and vendor audiovisual support agreements and resources Establish, measure, and report out on key performance indicators for team; drive improvement Own and manage a number of critical HBS IT processes and services, maintaining their health and delivering them within agreed service levels Serve as an escalation point for both customers and peer teams; work to accountably resolve issues on an expedited basis Monitor and maintain health and stability of campus audiovisual environment; proactively identify root causes, and implement continuous improvements, to products, services and processes, and team performance Assume additional responsibilities as required