Susan Reed joined Space Telescope Science Institute in June of 2015 in the role of IT Support Services Manager and immediately began a digital transformation of STScI’s support and service processes through the implementation of the ServiceNow platform. This transformation changed the way the Astronomical Community interacts with Scientist and Engineers when needing support using the Hubble Space Telescope and the newly launched James Webb Space Telescope. In 2019, she became the Deputy Division Head of IT at Space Telescope. Susan has been in IT operations for the past 30 years and holds many ITIL certifications, Scrum Master certification, and is a certified Culture Transition Change Facilitator.