Director ITSM

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

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.
The Director, IT Service Management, IT, Support Center 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. They will be managing the ITSM Department, including oversight of IT Service Delivery, ITSM Governance and platform management and support teams. The Director, ITSM 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.

ESSENTIAL FUNCTIONS:

• 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%)

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 experience in strategic leadership and vision for the IT department. Makes high-impact, timely decisions, and addresses challenges decisively with a strong sense of urgency and enthusiasm.
• Continuously improves and applies efficient work processes to drive productivity to improve 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. 

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. We are a proud equal opportunity employer.