The Director, IT Service Management (ITSM), IT Support Center is responsible for defining and executing the organization's IT Service Management strategy, ensuring technology services are reliable, customer-focused, and aligned with organizational priorities. This role provides leadership and oversight for IT Service Delivery, ITSM Governance, platform management, and support operations, driving operational excellence, service reliability, automation, process optimization, and continuous improvement across the service management ecosystem.
The Director establishes governance frameworks, service management practices, and performance standards that promote effective service delivery, accountability, and a consistent customer experience. This role leads and develops a team of technology professionals, fostering a collaborative, accountable, and people-first culture while advancing professional growth, operational maturity, and alignment with organizational goals.
***Leadership experience in IT Service Management is required with ServiceNow and ITSM Governance as key components. This is a fully remote position that can be home-based anywhere within the United States. Please be advised that selected candidate will be required to be onsite for the 1st day for onboarding activities.***ESSENTIAL FUNCTIONS:- Develops and executes the enterprise IT Service Management strategy to ensure IT services align with organizational priorities, support operational excellence, leverage automation and technology advancements, and drive continuous service improvement. (25%)
- Leads and develops a team of IT professionals by setting clear goals, providing coaching and feedback, managing performance, and fostering a collaborative, accountable, and growth-oriented culture. (20%)
- Provides strategic leadership and oversight for IT service delivery operations, ensuring effective incident, request, change, and problem management processes while promoting automation, operational efficiency, high customer satisfaction and service reliability. (20%)
- Establishes governance for ITSM platforms and service management practices, including platform optimization, workflow automation, documentation standards, disaster recovery planning, and operational frameworks. (20%)
- Oversees vendor and service provider performance, ensuring outsourced technology services meet contractual obligations, service expectations, and operational standards, and support opportunities for innovation and continuous improvement. (5%)
- Drives service performance measurement and reporting, monitoring SLAs, operational metrics, service health, automation adoption, and customer experience to identify trends, risks, and opportunities for improvement. (5%)
- Ensures comprehensive documentation of IT operations and service desk procedures, maintaining the integrity of the service catalog and adherence to industry best practices and compliance standards. (5%)
EXPERIENCE/QUALIFICATIONS:- Minimum Degree Required: Associate Degree or equivalent combination of education and experience
- Preferred Degree: Bachelor's Degree
- Certificate(s) or License(s): ITIL certification is preferred
- Years of experience: 7+ years of management experience direct oversight of ITSM functions, including Service Desk, managed service operations, problem and incident management, and driving operational excellence in alignment with the best practices such as ITIL.
KNOWLEDGE, SKILLS, AND ABILITY: - Proven strategic leadership experience with the ability to develop and execute an IT Service Management vision that aligns technology services with organizational priorities and business needs.
- Demonstrated ability to lead large-scale service delivery operations, driving operational excellence, service reliability, customer satisfaction, and continuous improvement.
- Experience leveraging automation, process optimization, metrics, and technology advancements to improve efficiency, scalability, and service quality.
- Strong understanding of ITSM and ITIL best practices, including incident, request, change, problem, major incident, and service continuity management.
- Ability to establish governance frameworks, performance standards, and operational processes that promote accountability, consistency, and measurable outcomes.
- Experience managing outsourced service providers, technology vendors, and strategic partnerships, including service level management, contract oversight, and performance improvement initiatives.
- Strong leadership, communication, and interpersonal skills with the ability to build trust, influence decision-making, develop leaders, hold individuals accountable, and foster collaboration across diverse stakeholders.
- Ability to analyze operational data, service metrics, and trends to identify risks, opportunities, and improvement strategies that enhance service performance and customer experience.
- Knowledge of budget planning, financial stewardship, resource allocation, and technology investment planning to effectively manage departmental resources and priorities.
- Demonstrated ability to lead organizational change, navigate ambiguity, and drive adoption of new processes, technologies, and ways of working.
- Commitment to fostering a collaborative, accountable, customer-focused, and people-first culture that supports employee growth, engagement, and organizational success.
- Flexibility to work weekends, evenings, and holidays as needed on an infrequent basis, particularly in response to major incidents, outages, or critical business needs.
TRAVEL REQUIREMENTS: - Occasional travel- 10-15% - may be required for department or program/project meetings, vendor management, or enterprise workshops.
PHYSICAL REQUIREMENTS: - Frequent sitting and use of computer equipment
- Occasional standing, walking, bending, and lifting materials up to 10 lbs.
The starting rate is $130,000 to $160,000. The final candidate's relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.
ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits.
