Director, IT Service Management

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $130k - $160k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

American Cancer Society

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1913

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

American Cancer Society is a leading cancer-fighting organization dedicated to improving the lives of people with cancer and their families through advocacy, research, and patient support. Founded in 1913 by volunteers, it remains committed to its mission of ending cancer as we know it, for everyone. The organization impacts over 55 million lives annually by offering diverse career opportunities in various disciplines and maintaining a strong focus on diversity, equity, and inclusion. Through programs like Hope Lodge and a 24/7 cancer helpline, American Cancer Society provides crucial support and information to those affected by cancer. It is also known for its public policy advocacy through the Cancer Action Network, making significant strides in cancer prevention, detection, treatment, and survival.

📋 Description

• Develop and execute the enterprise IT Service Management strategy • Lead and develop a team of IT professionals through goal setting, coaching, feedback, performance management, and culture building • Provide strategic leadership and oversight for IT service delivery operations • Manage incident, request, change, and problem management processes • Promote automation, operational efficiency, customer satisfaction, and service reliability • Establish governance for ITSM platforms and service management practices • Optimize platforms, automate workflows, maintain documentation standards, plan disaster recovery, and establish operational frameworks • Oversee vendor and service provider performance, contractual obligations, service expectations, and innovation opportunities • Drive service performance measurement and reporting, including SLAs, operational metrics, service health, automation adoption, and customer experience • Maintain comprehensive IT operations and service desk documentation and service catalog integrity • Ensure adherence to industry best practices and compliance standards

🎯 Requirements

• Associate Degree or equivalent combination of education and experience • 7+ years of management experience with direct oversight of ITSM functions, including Service Desk, managed service operations, problem and incident management, and driving operational excellence aligned with best practices such as ITIL • Leadership experience in IT Service Management • Experience with ServiceNow and ITSM Governance • Proven strategic leadership experience developing and executing an IT Service Management vision aligned with organizational priorities and business needs • Ability to lead large-scale service delivery operations • Experience leveraging automation, process optimization, metrics, and technology advancements • 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 • Experience managing outsourced service providers, technology vendors, and strategic partnerships, including service level management, contract oversight, and performance improvement initiatives • Ability to analyze operational data, service metrics, and trends • Knowledge of budget planning, financial stewardship, resource allocation, and technology investment planning • Ability to lead organizational change and drive adoption of new processes, technologies, and ways of working • Flexibility to work weekends, evenings, and holidays infrequently as needed • Occasional travel of 10–15% may be required • Frequent sitting and use of computer equipment; occasional standing, walking, bending, and lifting materials up to 10 lbs. • ITIL certification is preferred

🏖️ Benefits

• Generous paid time off policy • Medical benefits • Dental benefits • Retirement benefits • Wellness programs • Professional development programs to enhance staff skills