Thomas Harper

About Thomas Harper

I’m an IT Service Delivery Manager at Alkermes with 30+ years of experience leading global IT service delivery, end‑user support, and operational excellence. With an ITIL certification and a degree in Computer Electronics and Robotics from Wentworth Institute of Technology, I bring a strong blend of technical expertise, strategic thinking, and hands‑on leadership.Throughout my career, I’ve built and optimized service delivery models that improve efficiency, strengthen business performance, and enhance the user experience. I’m known for driving continuous improvement, solving complex problems, and leading cross‑functional teams through change with clarity and collaboration.As a technology evangelist, I enjoy translating technical concepts into meaningful business value — helping teams understand not just how technology works, but why it matters. I’m passionate about delivering high‑quality IT services that increase customer satisfaction, build trust, and support the organization’s mission.I thrive in environments where reliability, innovation, and service excellence truly matter.

Experience

1. IT Service Delivery Manager

   Alkermes

   Mar 2020 — Present · Waltham, MA, US

   Lead IT service delivery across both Corporate and Commercial managed Service Desk organizations, driving operational excellence, service quality, and customer satisfaction. Oversee end‑user support operations to ensure reliable, efficient, and scalable services aligned with business needs and ITIL best practices. Manage vendor relationships and performance to maintain high service standards and oversee budgeting and cost optimization for service delivery functions. Focused on continuous improvement, team leadership, and delivering a high‑quality user experience across the enterprise.

Education

• Wentworth Institute of Technology

  Computer Electronics & Robotics, Computer Electronics and Robotics

  1991 — 1992

Skills

• Integration
• Landesk
• Networking
• Intel
• Itil Certified
• Sccm
• Project Management
• Customer Service
• Vmware
• Microsoft Outlook
• Leadership
• Windows 10
• Client Services
• Business Continuity
• Asset Management
• Infrastructure
• Technology Management
• Budgeting
• Microsoft Office
• IT Management
• Vendor Management
• Program Management
• System Architecture
• IT Operations
• Internet Protocol Suite (Tcp/Ip)
• Computer Hardware
• Help Desk
• Microsoft Project
• Analytics
• Troubleshooting
• Disaster Recovery
• Technical Support
• Microsoft Excel
• Tcp/Ip
• Personnel Management
• Windows 7
• Cloud Computing
• Performance Management
• Servers
• Itil