Associate Director, IT Service Management – Process

Job not on LinkedIn

🔥 0 minutes ago

🦌 Connecticut, Maine, +1 more states – Remote

🦌 Connecticut – Remote 🦞 Maine – Remote 🗽 New York – Remote

💵 $113.7k - $190.4k / year

⏰ Full Time

🟠 Senior

👔 Director

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The Jackson Laboratory

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1929

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

The Jackson Laboratory is a nonprofit biomedical research organization that develops and distributes genetically defined mouse models, cell and computational resources, and preclinical services to accelerate biomedical discovery and translation to the clinic. It provides research platforms, data-science tools, custom model generation, and training and education programs for scientists, clinicians, and students, and partners with industry and academic groups to enable personalized medicine and drug development. JAX combines laboratory research, core services, and education to bridge mouse and human data and support advances in genetics and disease biology.

📋 Description

• Own the ServiceNow platform, including strategy, roadmap, administration, integrations, upgrades, and vendor management. • Drive platform adoption, automation, self-service, and continuous improvement across IT. • Own and mature JAX’s ITSM/ITIL framework and core processes, including incident, request, change, problem, knowledge, and service-level management. • Establish process ownership, performance measures, and continuous improvement across IT. • Own the CMDB and configuration management strategy, standards, data quality, and integrations. • Lead IT Disaster Recovery and business continuity planning, governance, and testing. • Lead the technology vendor and third-party risk program, including risk assessment, onboarding, monitoring, and offboarding. • Establish and improve IT processes, standards, controls, metrics, and reporting across the organization. • Partner with technology teams to mature Agile/DevOps practices, simplify processes, increase automation, and support regulatory and audit requirements. • Drive knowledge management, training, and adoption of consistent IT practices. • Lead and develop the ITSM & Process team and manage the function’s budget, vendors, and priorities. • Serve as a key partner to IT leadership, driving cross-functional alignment, accountability, service quality, and continuous improvement.

🎯 Requirements

• Demonstrated experience designing, implementing, governing, and continuously improving enterprise ITSM/ITIL processes. • Significant experience with ServiceNow or a comparable enterprise service-management platform, including platform governance, administration, implementation, workflow design, integrations, and roadmap management. • Demonstrated experience architecting, implementing, or managing an enterprise CMDB and configuration management capability. • Experience with Disaster Recovery, technology business continuity, and recovery testing. • Experience establishing or operating technology vendor and third-party risk management processes. • Experience developing operational KPIs, service-level measures, dashboards, and management reporting. • Demonstrated ability to lead complex cross-functional initiatives where accountability spans multiple technology teams. • Strong analytical, organizational, communication, facilitation, and stakeholder-management skills. • Demonstrated commitment to customer experience, service quality, and continuous improvement. • ITIL/ITSM certification preferred; ServiceNow administration/implementation and business-continuity (e.g., CBCP) credentials a plus. • Bachelor's degree in Computer Science, Information Systems, or a related field required. • Master’s degree preferred. • Minimum of 5 years of relevant professional experience required; 7 or more years of progressive experience preferred. • Minimum of 5 years of supervisory or people leadership experience required; 7 or more years of leadership experience preferred.