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Technology, Infrastructure & Operations Technology Consultants

February 9, 2015

February 9, 2015—Page i


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Technology Consultant Career Path

Table of Contents

General Characteristics ................................................................................................ 1

Career Path .................................................................................................................... 2

Explanation of Proficiency Level Definitions .............................................................. 9

Summary Proficiency Matrix ...................................................................................... 10

Proficiency Matrix ....................................................................................................... 11

February 9, 2015—Page 1


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General Characteristics

Individuals within the Technology Consultant role maintain the broadest range and depth of knowledge in their respective area of expertise within the Information Systems & Technology organization. This role is comprised of a specialized team of internal high-level subject matter experts who keep abreast of emerging technologies and influence strategic decisions regarding technical direction of the business.

Technology Consultants contribute to solutions that may span the full spectrum of IT hardware and software. They may create prototypes and lead initial development or enhancement efforts. They provide recommendations regarding technology, vendors, outside consultants, and trading partners. Each individual concentrates on one or more areas of technical expertise. These areas usually focus on systems that significantly impact the effectiveness of the organization(s) existing or new cutting edge technologies. As technical advisors to internal or external clients, these individuals understand how IT strategies support client business strategies. They often reduce the need for external technical consulting expertise. Additionally Technology Consultants provide assistance with escalated issues, mentor others within technology-related areas, and provide subject matter expertise on various project teams.

Technology Consultants are considered resources for the organization at large, and their responsibilities often go across organizational lines. As such, it is critical that they approach issues with technical expertise. They frequently must influence people over whom they have no direct control, as they help define strategic technical plans.



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Career Path

The following section is intended to serve as a general guideline for each relative dimension of project complexity, responsibility and education/experience within this role. This table is not intended for use as a checklist to facilitate promotions or to define specific responsibilities as outlined in a job description. Actual responsibilities and experiences may vary.

Title Technology Consultant I Technology Consultant II Technology Consultant III

Dimension

Work Complexity

Consults on one or more programs/projects as a subject matter expert of existing and new technology.

Consults on cross departmental technology solutions.

Consults on highly complex tasks, projects/programs or support issues that involve a high degree of risk, impacts business unit performance and makes use of the individual’s high level of knowledge within one specialty area.

Consults on multiple programs/projects as a subject matter expert of existing and new technology.

Consults on cross departmental technology solutions.

Consults on highly complex tasks, projects/programs or support issues that involve a high degree of risk, impacts business unit performance and makes use of the individual’s high level of knowledge within one or more areas of specialty.

Leads the innovation, design and selection of new technologies in support of business and IS&T initiatives and priorities.

Consults on multiple programs/projects as a subject matter expert of existing and new technology

Works on highest priority business critical programs/projects.

Consults on the most complex tasks, projects or support issues that involve the highest level of risk, impact enterprise-wide performance or make use of the individual’s high level of knowledge within one or more areas of specialty.

Regarded as the highest level expert within areas of expertise.

Typical Responsibilities

Strategy and Technology Decision Support

Provides support in the development of Future State options, strategy, and the identification of opportunities to improve business performance.

Participates in the definition of the architecture and technology needs


Makes recommendations and influences long-term technology


Makes recommendations and influences long-term technology



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of the Institute based on new and emerging technologies.

decisions and planning for multiple departments.

Participates in the definition of the architecture and technology needs of the Institute based on new and emerging technologies, and establishes priorities and strategies consistent with business goals and economic viability.

Consults in the development and analysis of source selection strategies.

Recommends and incorporates technology with long-term business plans.

decision and planning for multiple departments or the enterprise.

Participates in the definition of the architecture and technology needs of the organization based on new and emerging technologies, and establishes priorities and strategies consistent with business goals and economic viability.

Consults and may lead the development and analysis source selection strategies.

Recommends and incorporates technology with long-term strategic plans.

Partners with Institute leadership to define and communicate long-term technology strategy and planning for the enterprise.

Drives technology improvements.

Customer Needs

Consults in the development of responses to client requests and proposals as required.

Provides technical guidance to clients and internal IT staff in the design and development of fully integrated technology solutions.

Works with IT teams to understand business requirements, technical objectives, and product requirements in order to develop effective solutions.

May develop relationships with early adopters and experimenters in the MIT community to develop an




Actively develops strong relationships with early adopters and experimenters in the MIT




Identifies and actively develops strong relationships with early adopters and experimenters in the



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up-to-date awareness of the emerging technology needs and interests of innovators among the faculty, students, researchers, and staff.

community, and maintains an up-to-date awareness of the emerging technology needs and interests of innovators among the faculty, students, researchers, and staff.

MIT community, and maintains an up-to-date awareness of the emerging technology needs and interests of innovators among the faculty, students, researchers, and staff.

Solution Engineering

Contributes to the design and development of innovative solutions.

Prepares technical specifications and requirements.

Identifies and evaluates inefficiencies and recommends and recommends optimal solutions.

Participates in the development process throughout the development lifecycle.

Influences the design of innovative solutions using new technologies.

Reviews proposed designs at key milestones and makes recommendations as needed.

Ensures the conceptual completeness of the technical solution.

Formulates and documents technical requirements.

May create prototypes and supports initial development and testing.

Designs and develops innovative solutions.


Identifies and evaluates inefficiencies and recommends and recommends optimal solutions.






May create prototypes and lead initial development and testing.

Designs and develops innovative solutions.


Identifies and evaluates inefficiencies and recommends optimal solutions.






Creates prototypes and leads initial

development and testing.

Vendor Selection

Researches and evaluates vendors.

Participates in vendor selection processes.

Participates in the review of formal

Researches and evaluates vendors.

May lead vendor selection

processes.

Develops implementation

Oversees the research and evaluation of vendors.

Leads vendor selection processes.

Develops implementation requirements, acceptance criteria,



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recommendations and defends recommendations in team discussions.

requirements, acceptance criteria, and generating Statements of Work (SOWs).

Presents reviews of formal recommendations and defends recommendations in team discussions.

and assists in generating Statements of Work (SOWs).

Reviews recommendations from team members.

Makes final team recommendations.

Presents review of formal recommendations and defends recommendations in team discussions.

Implementation

Creates and implements system test plans to ensure acceptable quality and integrity of the solution.

May lead the creation and implementation of system test plans to ensure acceptable quality and integrity of the solution.

Leads the creation and implementation of system test plans to ensure acceptable quality and integrity of the solution.

Support

May evaluate the impact of proposed vendor changes to the service (either via projects, initiatives, or releases).

Provides input to qualify vendor software releases for production readiness.

Troubleshoots service issues and makes recommendations regarding their resolution.

Evaluates the impact of proposed vendor changes to the service (either via projects, initiatives, or releases).

Identifies and evaluates risks and responses and makes recommendations regarding whether changes should be approved.

Qualifies vendor software releases for production readiness.

Troubleshoots service issues and makes recommendations regarding their resolution.

Consults on the resolution of high severity issues or issues escalated by senior leadership.

Collaborates with internal or external parties during the problem resolution process as

Evaluates the impact of proposed vendor changes to the service (either via projects, initiatives, or releases).

Identifies and evaluates risks and responses and makes recommendations regarding whether changes should be approved.

Qualifies vendor software releases for production readiness.

Leads troubleshooting of service issues and makes recommendations regarding their resolution.

Consults on the resolution of high severity issues or issues escalated by senior leadership.

Collaborates with or guides internal or external parties during the problem resolution process as



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needed. needed.

Communication

Provides support engineers, technical leads, delivery leads, and IS&T Leadership with technical consultation and advice.

Keeps IT technology and application owners aware of key issues.

Transfers knowledge of key learning throughout the Institute, and communicates strategic and technological plans.

Interfaces/communicates with the IT Ecosystem group.

Partners with and acts as an advocate for IT Ecosystem.

May present technical plans in common terms to ensure understanding from all audiences.



Advises on options, risks, costs versus benefits, system impacts, and technology priorities.




Presents technical plans in common terms to ensure understanding from all audiences.



Advises on options, risks, costs versus benefits, system impacts, and technology priorities.




Presents technical plans in common terms to ensure understanding from all audiences.

Research/Evaluation

Researches and evaluates emerging technology, industry, and market trends to assist in project development and/or operational support activities.

Provides technology recommendations based on business relevance, appropriate timing, and deployment.

May lead the collaboration of research and evaluation of emerging technology, industry and market trends to assist in project development and/or operational support activities.


Assists in cost-benefit and risk analysis.

Leads the collaboration of research and evaluation of emerging technology, industry and market trends to assist in project development and/or operational support activities.


Leads cost-benefit and risk analysis and presents options to leadership teams.



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Policies, Standards and Processes

May identify, analyze, and recommend processes, procedures, and work practices.

May participate in discussions with architecture team around standards and practices.

Identifies, analyzes, and recommends processes, procedures, and work practices.

Participates in discussions with architecture team around standards and practices.

Identifies, analyzes, and recommends processes, procedures, and work practices.

Participates in discussions with architecture team around standards and practices.

Documents best practices in developing and deploying vendor solutions and provides IT teams a knowledge base for best practices.

Coaching/Mentoring

May provide guidance on solutions, tools, architecture, and approaches.

Provides guidance on solutions, tools, architecture, and approaches.

Provides technical guidance and mentoring to junior consultants, as appropriate.

Provides engineering guidance to systems administration team.

Provides guidance on solutions, tools, architecture, and approaches.

Provides technical guidance and mentoring to junior consultants, as appropriate.

Provides engineering guidance to systems administration team.

Provides guidance to Sr. Level Executives.

Leadership

May participate in or lead an innovation team, a PoC effort, or may take the lead in a problem management or other ad-hoc effort for up to 20% time.

Participates in or leads an innovation team, a PoC effort, or takes the lead in a problem management or other ad-hoc effort for up to 20% time or spends equivalent time pursuing similar cross-departmental or inter-institutional leadership activities.

Participates in or leads an innovation team, a PoC effort, or takes the lead in a problem management or other ad-hoc effort for at least 20% time or spends equivalent time pursuing similar cross-departmental or inter-institutional leadership activities.

Typical Education/

Experience

Bachelor’s degree in computer science, information systems, computer engineering, systems





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analysis or a related discipline, or equivalent work experience.

Typically requires 5-7 years of experience in one or more technology areas.

Experience with cloud based products, document sharing and/or social sharing platforms.


Typically requires 7-10 years of experience in multiple technology

areas.

Experience with cloud based products, document sharing and/or social sharing platforms.

Experience with developing and deploying proof of concepts, prototypes and conducting capabilities demonstrations.

Excellent interpersonal skills including teamwork, issue resolution, negotiation, and relationship management.


Typically requires 10 or more years of IT work experience in multiple IT areas and 2 to 3 years of relevant enterprise-wide experience in multiple technology areas.

Experience in the design, implementation, management and/or maintenance with one or several of the leading cloud platforms.

Ability to lead architectural design discussions, obtain consensus among stakeholders and carry those designs through deployment and into operations.

Ability to estimate level of effort and cost of engineering design.

Excellent interpersonal skills including teamwork, issue resolution, negotiation, and relationship management.



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Explanation of Proficiency Level Definitions

Proficiency scale definitions are provided to help determine an individual’s proficiency level in a specific competency. The rating scale below was created as a foundation for the development of proficiency level definitions used for assessments.

Being Developed: (BD) Demonstrates minimal use of this competency; limited knowledge of subject matter area; needs frequent assistance and close supervision for direction. Currently developing competency.

Basic: (B) Demonstrates limited use of this competency; basic familiarity of subject matter area; needs additional training to apply without assistance or with frequent supervision.

Intermediate: (I) Demonstrates working or functional proficiency level sufficient to apply this competency effectively without assistance and with minimal supervision; working/functional knowledge of subject matter area.

Advanced: (A) Demonstrates in-depth proficiency level sufficient to assist, consult to, or lead others in the application of this competency; in-depth knowledge in subject matter area.

Expert: (E) Demonstrates broad, in-depth proficiency sufficient to be recognized as an authority or master performer in

the applications of this competency; recognized authority/expert in subject matter area.

As you complete the competency assessment, read all of the proficiency level definitions for a competency (provided in the next section) and select the one that is most characteristic of the demonstrated performance. If more than one definition is descriptive, select the highest level that is typically exhibited.



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Summary Proficiency Matrix

The chart provides a summary of proficiency ratings.

Title Technology Consultant I

Technology Consultant II

Technology Consultant III

Competencies

Consulting: Uses professional knowledge, experience and technical expertise to respond to questions, facilitate problem-solving, and generally advise, influence and provide guidance to customers and business partners over whom there is no direct authority.

I A E

Decisiveness: Assesses the scope and potential impact of an issue or opportunity. Uses business criteria and values to evaluate alternative courses of action. Makes a timely choice based on the options and information available.

I A E

Initiative: Voluntarily takes the first steps to identify and address existing and potential obstacles, issues, and opportunities.

I A E

Innovation: Improves organizational performance though the application of original thinking to existing and emerging methods, processes, products and services. Employs sound judgment in determining how innovations will be deployed to produce return on investment.

I A E

Results Orientation: Sets and accomplishes challenging goals. Defines standards in terms of doing what is appropriate and doing it well. Competes resourcefully and takes calculated risks to achieve results.

I A E

Service Provider Assessment & Evaluation: Analyzes and evaluates business need, product capabilities, and cost benefit required for assessing and evaluating external service providers and their products. Understands service provider history, market position, future product plans, and strategies.

I A E

Strategic Thinking: Examines issues and creates plans with a long-term perspective. Generates ideas and critically evaluates future scenarios. Applies external and internal factors to strategy development. Considers long term strategic impact when making decisions or setting direction. Ensures that short-term goals support long-term strategy.

I A E

Vendor & Alliance Management: Creates relationships with vendor and/or alliance partners to ensure smooth workflow and meet external and internal client needs. Sets standards and monitors for improvements in shared accountabilities and capabilities.

I A E



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Proficiency Matrix

The following charts illustrate proficiency levels for each competency.

Title Technology

Consultant I

Technology

Consultant II

Technology

Consultant III

Competencies

Consulting: Uses professional knowledge, experience and technical expertise to respond to questions, facilitate problem-solving, and generally advise, influence and provide guidance to customers and business partners over whom there is no direct authority.

Being Developed (BD): Shares information in relation to procedures and routine activities. Provides guidance and

advice. Suggests caution as appropriate. Asks questions that raise awareness and demonstrate insight.

Basic (B): Shares information and reports on the immediate situation. Provides feedback and advice as appropriate in relation to procedures and routine activities. Asks questions that raise awareness and demonstrate insight.

Intermediate (I): Conducts investigations and interprets issues within operational and professional contexts. Provides guidance and counsel. Suggests caution to impacted areas as appropriate in relation to matters of policy interpretation and implementation of operational improvement. Conducts discussions that share information and trigger solutions and improvements.

Advanced (A): Leads research and summarizes requirements for the engagement. Interprets issues within the framework of core business processes. Provides substantiated, risk-assessed options and counsel in relation to process enhancement and professional expertise. Facilitates dialogues that produce new perspectives and trigger recommendations for substantial innovative enhancements, and analysis of consequences.

Expert (E): Collaborates with clients to determine the scope of engagement. Advises senior leaders on environmental analysis, planning opportunities, and implementation considerations for strategic interventions. Researches long-range world-class business and technology trends. Uses formal techniques of facilitation and analysis to assist leadership in criterion-based decision-making and strategic planning.



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Title Technology

Consultant I

Technology

Consultant II

Technology

Consultant III

Decisiveness: Assesses the scope and potential impact of an issue or opportunity. Uses business criteria and values to evaluate alternative courses of action. Makes a timely choice based on the options and information available.

Being Developed (BD): Applies values, policies and procedures to make timely, routine decisions of limited, clear choice. Seeks instructions or escalates matters that require judgment. Basic (B): Applies values, policies, procedures and precedent to make timely, routine decisions of limited, clear choice. Seeks advice and guidance or escalates matters that require judgment. Intermediate (I): Applies values, business strategy, policies, procedures and precedent to make timely decisions with limited consequences. Gathers data to support recommendations and seeks approval for taking action that will set precedent while minimizing potential risk.

Advanced (A): Applies values, business strategy, policies, precedent, and experience to make complex decisions with uncertain consequences. Makes benchmarked, researched recommendations with contingency plans in place for potential adverse consequences. Lobbies business partners and subject matter experts for consensus in taking action that sets direction in at least one critical business function. Promotes a tolerance for risk within boundaries that equate with the benefits.

Expert (E): Applies values, business strategy and collective experience to make policy decisions with incomplete, conflicting information and uncertain long-term consequences. Sponsors and approves benchmarked, researched recommendations with contingency plans in place. Participates with senior business leaders and subject matter authorities in defining strategies and courses of action that will impact the enterprise. Makes timely decisions that set enterprise-wide direction. Promotes a tolerance for high long-term risk that equates with significant returns on the investment.



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Title Technology

Consultant I

Technology

Consultant II

Technology

Consultant III

Initiative: Voluntarily takes the first steps to identify and address existing and potential obstacles, issues, and opportunities.

Being Developed (BD): Volunteers to undertake activities within his or her capability. Asks questions and gathers information prior to taking on new tasks. Seeks help where challenged in trying something new.

Basic (B): Volunteers to undertake tasks that stretch his or her capability. Identifies who can provide support and procures their input. Identifies problems and acts to prevent and solve them.

Intermediate (I): Seeks out new challenges that require risk taking. Determines the resources, team support, and technical needs necessary to enable success and procures them. Keeps responding to the challenge in spite of obstacles and setbacks.

Advanced (A): Describes future scenarios and related opportunities. Plans potential responses involving resource holders, peers, processes, and technology. Leads a timely response, seeking internal/external advice and consultation and sustains progress through uncharted territories.

Expert (E): Integrates future and conflicting scenarios and opportunities. Directs planning for potentially significant outcomes and contingency plans. Identifies areas of high risk. Procures significant commitment of organizational resources, involving resource owners, organizational leaders, core business processes, and technologies. Leads step-by-step long-term responses, seeking and evaluating input from authoritative sources. Sustains progress in unprecedented strategic directions while maintaining superior ongoing performance.



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Title Technology

Consultant I

Technology

Consultant II

Technology

Consultant III

Innovation: Improves organizational performance though the application of original thinking to existing and emerging methods, processes, products and services. Employs sound judgment in determining how innovations will be deployed to produce return on investment.

Being Developed (BD): Participates in problem-solving discussions and suggests ideas as opportunities arise. Accepts that new ways of doing things can improve individual and team results.

Basic (B): Reacts open-mindedly to new perspectives or ideas. Considers different or unusual solutions when

appropriate. Identifies opportunities for innovation and offers new ideas. Takes the initiative to experiment.

Intermediate (I): Shares new ideas and consistently demonstrates openness to the opinions and views of others. Identifies new and different patterns, trends, and opportunities. Generates solutions that build upon, adapt, and go beyond tradition and status quo. Seeks to involve other stakeholders in developing solutions to problems.

Advanced (A): Challenges conventional thinking and traditional ways of operating and invites stakeholders to identify issues and opportunities. Explores a wide range of possibilities and opportunities. Maintains balance between innovation and pragmatism when determining the practical application of new ideas. Fosters a non-judgmental environment that stimulates creativity.

Expert (E): Devises unusual or radically different approaches to deliver value added solutions. Analyzes previously used concepts, processes or trends and devises new efficiencies not obvious by others. Directs creativity toward effective implementation of technology-related solutions. Employs sound judgment when selecting among various creative ideas for implementation.



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Title Technology

Consultant I

Technology

Consultant II

Technology

Consultant III

Results Orientation: Sets and accomplishes challenging goals. Defines standards in terms of doing what is appropriate and doing it well. Competes resourcefully and takes calculated risks to achieve results.

Being Developed (BD): Responds quickly and effectively to instructions and requests. Seeks guidance on priorities and goals. Applies effort that is commensurate with the outcome.

Basic (B): Establishes specific performance standards and measures for own work. Assesses performance against metrics, deadlines and quality. Ensures that personal performance meets the standards and expectations of internal and external customers, as well as the organization.

Intermediate (I): Evaluates the effectiveness of current metrics in pursuit of improved performance indicators. Seeks opportunities and takes actions to enhance personal and functional performance and meet consistently more challenging expectations.

Advanced (A): Sets medium-term goals and objectives that enhance the performance of groups and processes. Sustains operational performance and simultaneously anticipates the needs of the organization, taking preemptive action to avoid potential problems.

Expert (E): Continually measures the organization’s performance against the “best in class” in its peer group and sets a vision and plan to exceed these benchmarks. Takes measured risks in investing enterprise resources in significant initiatives that transform organization processes and/or practices to comply with world class standards of practice.



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Title Technology

Consultant I

Technology

Consultant II

Technology

Consultant III

Service Provider Assessment & Evaluation: Analyzes and evaluates business need, product capabilities, and cost benefit required for assessing and evaluating external service providers and their products. Understands service provider history, market position, future product plans, and strategies.

Being Developed (BD): Gathers and records data on specified vendors' services and products against defined requirements.

Basic (B): Assesses and compares service providers and their products in meeting defined requirements. Documents findings in a report that articulates the challenges and opportunities of each option.

Intermediate (I): Evaluates internal provider solutions against proposed external solutions. Researches and analyzes best in class vendors and identifies vendors and products that support the business strategy. Articulates options and makes a recommendation for the best match between service/product and business requirements. Proposes performance criteria and standards to meet business needs (quality, cost and responsiveness).

Advanced (A): Leads the evaluation and selection process for external service providers. Researches and analyzes industry standards and trends for services providers and their products. Evaluates business requirements against service provider/product options. Understands and articulates the impact on business results as services and products emerge in the industry. Reviews performance trends for ongoing service/product improvements. Solicits business feedback on how solutions met business needs and recommends appropriate action, if required.

Expert (E): Develops the rationale for using, or not using, external vendors for particular projects or functions. Sponsors the strategy for use of vendors and products to support and improve the efficiency and effectiveness of business processes. Reviews performance trends against best standards, business partner feedback, and business strategy and objectives. Validates that the requirements for services and products are met and approves the choice of vendor and/or alliance partners for large-scale projects, core functions and enterprise-wide initiatives. Assesses opportunities for consolidation and integration of solutions. Negotiates major enhancements to products and services provided by vendors as necessary in order to meet enterprise needs.



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Title Technology

Consultant I

Technology

Consultant II

Technology

Consultant III

Strategic Thinking: Examines issues and creates plans with a long-term perspective. Generates ideas and critically evaluates future scenarios. Applies external and internal factors to strategy development. Considers long term strategic impact when making decisions or setting direction. Ensures that short-term goals support long-term strategy.

Being Developed (BD): Resolves routine issues related to strategy implementation. Escalates issues identified as impacting the client or strategic initiatives. Articulates the case for strategic initiatives. Compiles and reports trend data.

Basic (B): Resolves day-to-day issues related to strategy implementation. Escalates issues that impact the client and/or strategic initiatives. Checks for the commitment of local stakeholders involved in implementation. Contributes to the testing of hypotheses. Tracks trend data. Applies creativity and critical analysis in gaining interest for the application of new approaches.

Intermediate (I): Compares and contrasts ways of achieving a prescribed strategy. Identifies and agrees critical strategic requirements and issues with clients, supervisors, and peers. Contributes to the development and testing of hypotheses. Creates components for potential scenarios. Tracks and reviews trend data. Applies creativity and critical analysis in creating commitment among peers for new approaches. Resolves day-to-day issues related to strategy implementation. Escalates issues identified as impacting the client and/or strategic initiatives. Checks for the commitment of stakeholders involved in implementation.

Advanced (A): Takes a systems perspective that inter-relates internal and external factors for planning. Envisions, compares and contrasts multiple potential medium range operational futures. Partners with business peers in defining strategic initiatives for a particular business area. Identifies planning assumptions. Contributes to the development, research and testing of hypotheses. Creates and explores potential scenarios. Identifies trends. Applies creativity and critical analysis in creating functional commitment for new objectives. Resolves issues related to strategy implementation.

Expert (E): Takes a holistic systems perspective. Envisions, compares and contrasts multiple potential long-range enterprise-wide futures. Empathizes with multiple points of view. Challenges planning assumptions. Develops, researches and tests hypotheses. Facilitates the creation and exploration of scenarios. Identifies trends and inconsistencies. Applies creativity and critical analysis in designing and creating organizational commitment for new objectives. Approves, sponsors and spearheads the implementation of strategic initiatives, securing the support of senior management.



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Title Technology

Consultant I

Technology

Consultant II

Technology

Consultant III

Vendor & Alliance Management: Creates relationships with vendor and/or alliance partners to ensure smooth workflow and meet external and internal client needs. Sets standards and monitors for improvements in shared accountabilities and capabilities.

Being Developed (BD): Follows defined procedures when working with vendor and/or alliance partners. Escalates questions and problems to the appropriate contacts. Follows through and ensures planned action steps are taken. Basic (B): Follows procedures for working with vendor and/or alliance partners and resolves day-to-day problems within defined guidelines. Maintains ongoing dialogue with partners. Suggests improvements in workflows and handoffs between vendor and/or alliance partners and own organization. Escalates non-routine questions and problems.

Intermediate (I): Coordinates effective workflows and processes with one or more vendor and/or alliance partners. Resolves routine and non-routine conflicts and performance issues. Tracks and reports on service satisfaction levels. Escalates operational failures as well as adverse trends in operational performance.

Advanced (A): Works with vendor and/or alliance partners to identify strategic opportunities and define solutions to meet the needs of multiple stakeholders. Develops and manages contractual and service level agreements with one or more partners. Reviews performance trends against service level agreements and coordinates governance processes. Resolves escalated issues and conflict.

Expert (E): Directs, and sets terms and expectations for the provision of products/services from multiple, integrated vendor and/or alliance partners. Leads the evaluation and selection process for significant partnerships. Defines the criteria for and approves the choice of vendor and/or alliance partners for large-scale projects, core functions and enterprise-wide initiatives.



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Any questions regarding this Report should be addressed to:

Diana Hughes Director of HR and Administration Information Systems and Technology Massachusetts Institute of Technology (617) 253-6205 [email protected]