Director ITSM

About the Organization

At the American Cancer Society, we're working to end cancer as we know it, for everyone. Our employees and 1.3 million volunteers raise the bar every single day. We are a culture comprised of diverse backgrounds and experience, better serving our communities. The people who work here focus their diverse talents on our lifesaving mission—it is a calling, and those who answer it are fulfilled.

About the Role

The Director, IT Service Management provides leadership and direction to a team of technology professionals, ensuring effective performance, professional development, and alignment with organizational goals while fostering a collaborative, accountable, and people-first culture. This role is responsible for developing and executing IT Service Management (ITSM) strategies, leading and optimizing IT service delivery operations, and establishing governance for ITSM platforms to ensure alignment with organizational goals, operational excellence, and continuous service improvement.

The Director manages the ITSM Department, including oversight of IT Service Delivery, ITSM Governance, and platform management and support teams.

Responsibilities

• Develops and executes the enterprise IT Service Management strategy to ensure IT services align with organizational priorities, support operational excellence, 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%)
• Leads and oversees IT service delivery operations, ensuring effective incident, request, change, and problem management processes while maintaining high customer satisfaction and service reliability. (20%)
• Establishes governance for ITSM platforms and service management practices, including ServiceNow, 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. (5%)
• Drives service performance measurement and reporting, monitoring SLAs, operational metrics, and service health 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%)

Requirements

• 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
• 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 in alignment with best practices such as ITIL

Skills

• Proven experience in strategic leadership and vision for the IT department
• Ability to make high-impact, timely decisions and address challenges decisively with a strong sense of urgency and enthusiasm
• Continuously improves and applies efficient work processes to drive productivity and enhance customer experience
• Builds strong partnerships and communicates clearly across various audiences and formats
• Demonstrates advanced expertise in technical fault analysis and resolution
• Promotes best practices and compliance across the organization
• Strong leadership, communication, and interpersonal skills with the ability to build trust, motivate teams, hold individuals accountable, and foster collaboration across diverse stakeholders
• Knowledge of budget planning, financial tracking, and resource allocation to effectively manage departmental or project budgets
• Flexibility to work weekends, evenings, and holidays as needed on an infrequent basis, particularly in response to major incidents, outages, or critical deliverables

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

Pay

The starting rate is $130,000 to $140,000. The final candidate's relevant experience and 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.

Benefits

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

Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits.