Director, IT Service Management

American Cancer Society

. Develop and execute the enterprise IT Service Management strategy .

Posted 10/7/2026full-timeRemote • United StatesLead💰 $130,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management, including strategic leadership, operational excellence, and governance frameworks. Proficient in leveraging automation and metrics to enhance service delivery and customer satisfaction while adhering to ITIL best practices.

Highest-signal resume keywords

IT Service ManagementITIL Best PracticesServiceNowLeadership ExperienceOperational Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementRequest ManagementChange ManagementProblem ManagementService Continuity ManagementPerformance MeasurementProcess OptimizationAutomationGovernance FrameworksBudget Planning

Soft Skills

CoachingFeedbackPerformance ManagementCulture BuildingOrganizational Change Leadership

Tools & Technologies

ITSM PlatformsService Desk SoftwareAutomation ToolsDocumentation Standards

Certifications & Qualifications

ITIL Certification

Industry Keywords

Service Delivery OperationsVendor ManagementContract OversightOperational MetricsCustomer Experience

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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