AI Enablement Lead

Job Description

Reporting to the Director of Client Support Services, the AI Enablement Lead oversees key enterprise client productivity tools that incorporate generative AI capabilities, including ChatGPT, Anthropic, and similar platforms. This role is accountable for ensuring these tools are delivered and accessed securely, sustainably, and in alignment with institutional priorities.

Working in partnership with other Harvard AI service owners and cross‑university stakeholders, the AI Enablement Lead helps coordinate a cohesive approach to the adoption of AI‑enabled client productivity tools across Harvard. The role blends service governance, operational oversight, financial stewardship, and stakeholder engagement to support responsible and effective use of these tools.

The AI Enablement Lead also evaluates emerging AI‑enabled tools and capabilities and collaborates with partners to pilot and operationalize new services that can scale across the University. As these technologies evolve, this role helps translate new capabilities into well‑governed, sustainable services that support Harvard’s academic and administrative mission, with a focus on tools within the Client Services portfolio.

Job‑Specific Responsibilities:

Service Ownership & Operations

• Serve as the accountable service owner and program lead for Harvard’s enterprise AI‑enabled client productivity tools (e.g., ChatGPT, Anthropic, and similar tools).
• Establish and oversee operational processes for account provisioning and deprovisioning, ensuring access controls align with policy and contractual terms.
• Oversee and continuously improve intake, approval, and access workflows (e.g., Service Now processes), ensuring clarity, efficiency, and auditability.
• Develop and maintain clear, user‑facing materials including documentation, knowledge articles, FAQs, training content, and feature comparisons to support adoption and effective use.
• Translate complex technical capabilities and policies into accessible, well‑structured content for a range of audiences.
• Serve as a subject‑matter expert on supported AI‑enabled productivity tools and advise schools and units on appropriate tool selection and use cases.
• Develop guidance and best practices to help schools and units use these tools effectively and responsibly.

Financial & License Management

• Partner with Finance to manage budgeting, billing, and cost recovery models for AI‑enabled productivity tool licenses.
• Track license allocation across schools and units and ensure accurate billing based on assigned licenses.
• Develop and refine cost models and reporting to support transparency and sustainable growth of services.
• Monitor usage trends to inform license planning, renewals, and vendor negotiations.

Vendor & Risk Management

• Partner with key university stakeholders (Vendor Management, Strategic Procurement, Office of the General Counsel, etc.) to oversee vendor relationships and contractual considerations for AI‑enabled client productivity tools.
• Partner with Information Security and Data Protection (ISDP) and other stakeholders to assess security, privacy, and compliance risks and ensure appropriate safeguards are in place.
• Escalate service issues and coordinate remediation with vendors and internal stakeholders.

Stakeholder Engagement & Governance

• Proactively engage with HUIT service owners whose platforms incorporate AI capabilities to maintain a shared understanding of available and emerging tools, align on positioning and use cases, and support a coordinated approach to AI‑enabled productivity across the institution.
• Engage governance bodies, stakeholder groups, and AI working groups to inform roadmap priorities and responsible AI standards.
• Proactively gather, analyze, and synthesize input from vendors, peer institutions, and schools and units to develop clear, structured insights that inform tool selection, feature enablement, and policy decisions.
• Translate user needs, vendor capabilities, and institutional priorities into concise recommendations and decision‑making materials for stakeholders and governance groups.
• Measure and present key metrics on adoption, usage, cost trends, and service performance.
• Partner…