Manages the Operations Center and provides strong technological and operational leadership to ensure that the Operations Center consistently delivers highly reliable, continuous (24 hours/day, 365 days/year), integrated, systems monitoring, communications, dispatch, notification and response services associated with University systems (e.g. utility, life safety, and building management/control) and both normal and emergency operations.
Provides leadership to and supervision of all staff (currently five supervisors and nine workstation operators); responsible for ongoing performance management, training, mentoring, hiring, and development planning for staff. Manages to and ensures compliance with union contracts, University procedures and policies, and regulations.
Responsible for the financial performance and integrity of the Operations Center. Manages Operations Center's budget, including quarterly and annual reviews, budget projections, invoicing; monitors and manages unit activities to ensure compliance with all University policies and procedures. Prepares annual budgets, reviews monthly reports and monitors results and variances to plan. Responsible for maintaining a master plan to optimize the Operation Center's technological, operational, and physical needs in order to provide services that create an exceptional community experience. Works with Director of Engineering & Utilities on strategies regarding capital spending and reserve balances, and gives key input to integrated multi-year business plans.
Partners with others across Campus Services groups (e.g. Energy & Facilities, Transportation, EH&S, Real Estate, Housing, Dining), customers, and the University community at large to achieve optimal benefits from/utilization of Operations Center services and resources. Demonstrates and promotes the mission, vision, and values of the organization; provides stewardship, strategies, and services that create an excellent customer experience.
Collaborates with the Director of Engineering & Utilities, Environmental Health & Safety, emergency management/business continuity staff, and others on the Campus Services management team to lead emergency response, risk mitigation, and business continuity planning and implementation efforts; may need to act as on-site management representative, or physically respond to incidents/situations at locations across the campus.
Ensures proper and efficient emergency procedures and lines of communications among various persons involved with public safety, such as, Harvard University Police Department, University Health Services, HU Environmental Health & Safety, municipal fire and police departments, campus building managers, and the various business units within Campus Services. Acts in the University's best interest at all times.
Works closely with the Director of Engineering & Utilities, HU Information Technology, and others on the Campus Services management team, as well as external vendors and consultants to ensure best use of available technologies; manages end-of-life system considerations, as well as the planning and implementation associated with new systems. Serves as project manager for small projects, or a highly engaged client for larger projects, and ensures successful project delivery.
Leads Operations Center service delivery strategy, including additions to and upgrades of Operations Center systems and processes. Collaborates with customer groups, on committees or working groups, prepares and delivers presentations, etc. to ensure efficient, effective and integrated monitoring, operations, and communication services through active, participative planning for this service unit.
Leads and/or provides support for special projects (short and long-range), initiatives, and tasks as assigned.
This position is responsible for the leadership, oversight, and management of the University Operations Center, an integrated systems monitoring, dispatch, and operations control center. The Operations Center is staffed 24 hours per day and initiates response through knowledge and monitoring of critical building systems providing prompt dispatch of responders, notification to key contacts, and communication of response activities to the Harvard community. It is a UL listed proprietary station for receipt and dispatch of fire alarms covering approximately 400 buildings on campus and handles over 130,000 facilities related phone calls per year. This position is responsible for overall service delivery, leadership/management of staff, customer satisfaction, and the financial performance of the unit.
Salary Grade: 059
Union: 00 - Non Union, Exempt or Temporary
Bachelor degree in Engineering, Computer Science, Facilities Management, or related discipline, with minimum of ten years' of progressively responsible experience with detailed understanding of, experience with, and fluency in design, implementation, operations, and management of distributed control systems, building automation systems, telecommunication applications, Computer-Aided-Dispatch systems and call center technologies or an equivalent combination of experience. Credentials/certifications associated with emergency management/response, energy management, or facilities management/operations preferred.
Technology Skills Requirements: Must be highly proficient in the use of computers, including Microsoft Office software suite, electronic mail, and Internet applications. In-depth understanding of, experience with, and fluency in distributed control systems, building automation systems, telecommunication applications, Computer-Aided-Dispatch systems and call center technologies required. Ability to learn and quickly become highly proficient with new systems and software is essential.
Physical Requirements: Must be physically fit and mentally alert at all times. Must be able to walk up and down stairs, climb ladders, etc. and routinely walk between campus buildings/areas. Must be able to enter various types of buildings, industrial plants, and/or construction sites. Required to wear personal protective equipment where necessary.Emergency Status Designation: Critical personnel (required to provide on-site support during emergency situations as determined by management)
Demonstrated ability to work independently, managing projects and staff, with a track record of success in a customer service organization, preferably in a university, institutional, or campus environment. Must be self-motivated, possess excellent organization and presentation skills, be enthusiasticand have high-energy; be able to think and work well independently and be a team player; have sound judgment skills and be able to delegate effectively.
Must be an effective problem-solver with attention to detail and be able to interact effectively in a highly political and decentralized academic environment, have the ability to communicate effectively and articulately in both spoken and written communication with a diverse audience (both internal and external to the University), and have demonstrated experience in and capacity for effectively managing in emergency situations, and managing multiple projects/priorities and deadlines in a fast-paced, continually adapting work environment.
Demonstrated skills in data analysis, collecting and synthesizing data, project planning and management; communications and managing interpersonal relationships; management of teams, individual contributors, and consultants/contractors; willingness and ability to learn new technical skills quickly and efficiently; and understanding of relevant technologies is required.
EQUAL OPPORTUNITY EMPLOYER: 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, or any other characteristic protected by law.
Internal Number: 47356BR
About Harvard University Campus Services
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.