Stephen Rivers in

Stephen Rivers

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Director, IT Service Management at Commonwealth of Massachusetts
📍 United States

Stephen Rivers is the Director of IT Service Management for the Commonwealth of Massachusetts, specializing in ITIL-based processes and ServiceNow. With a background from Harvard University and a BS from Lesley University, he focuses on streamlining operations and improving service delivery. People who have worked with him describe him as a "straight-forward guy".

Beyond his IT leadership, Stephen has a recent interest in optimizing virtual work environments. He has completed certifications in remote work foundations and time management for working from home, indicating a focus on personal and team productivity in the modern workplace.

He was recognized with an "On the spot" award for helping a cross-functional team align on shared outcomes.

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Experience
7 Years
Current Role
Director, IT Service Management
Job Level
Mid-senior
Location
United States
Personality Overview

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Communication Style
Decision Approach
Work Preference

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Priorities

Topics Stephen cares about

IT Service Management
As the Director of ITSM, his core focus is on operations strategy, ServiceNow administration, and improving the overall customer experience.
Incident & Crisis Management
He has extensive experience leading 24/7 major incident response and crisis management for both the Commonwealth of Massachusetts and Harvard University.
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Career

Work history

9-2020
Director, IT Service Management
Commonwealth of Massachusetts
10-2019 - 9-2020
Manager, MI Management/Problem Management
Commonwealth of Massachusetts
1-2018 - 10-2019
Major Incident Manager
Commonwealth of Massachusetts
Associate Director, I. T. Service Management
Harvard University
Director of Telecom Operations/Manager, Customer Service & Planning
Harvard University
In the press

Media appearances

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Education
1996 - 1998
BS
Lesley University
1977 - 1979
AS
Quincy College
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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