Stephen Rivers

Enthusiast
DISC Type : i

Director, IT Service Management at Commonwealth of Massachusetts

United States

Overview

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.

Personality Overview

Amiable & Agreeable

Story Driven

Consensus Focused

Unlike D or C types, they are convinced more by stories and testimonials.  They are more about building relationships than just cutting deals. They are generally friendly, so be careful when relying on their word.

Topics They Care 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.
Improving Service Delivery
A primary goal mentioned in his roles is to streamline staffing, reduce downtime, and enhance communication and collaboration to better serve end-users.

Media Appearances

Stephen has no verified media appearances

Work History

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

Education

1996 - 1998
BS from Lesley University
1977 - 1979
AS from Quincy College

More Information

Social Presence :

Prographics :

Exp : 7 Location : United States Job Level : Mid-senior Designation : Director, IT Service Management at Commonwealth of Massachusetts
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Insights For Selling To Stephen

During A Call Or A Meeting

DO's

  • Ask them how their day is going or exchange some other pleasantries
  • Refer to interesting customer testimonials and stress on great customer experience
  • Give them the opportunity to lead the conversation where possible

DONT's

  • Don’t push them for a direct ‘no’, take lack of ‘yes’ as ‘no’ after some time
  • Don’t be too formal with them, they trust informality more
  • Don’t be excessively objective, be like a storyteller with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Stephen is

  • Relationships and rapport matter to them, but so does the value of the product.
  • Will you ever get a clear answer from Stephen

  • They will hardly ever say a direct no.

Insights For Deal Planning

    How fast (or slow) will Stephen move?

  • Even when they are constantly engaged, they do not reach decisions quickly.
  • Can Stephen take some risk or not?

  • If it seems really necessary, they can take small risks.

You And Stephen

Personality Compatibility


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