Associate Director, IT Service Management
$161,600–$180,100 year
On-site · Boston, Massachusetts, United States
Job Summary
Strategic IT Service Management leadership role focused on designing, implementing, and maturing IT service delivery frameworks. Oversees external partners to ensure reliable service delivery, leads modernization of the DFCI IT Service Catalog, builds workflows in a shared ServiceNow instance, and establishes new ITSM processes and resources. Drives adoption of ServiceNow to digital intake and emphasizes data-driven leadership insights. Manages a blended team of employees, consultants, and contractors to align IT services with clinical, research, and operational needs within a healthcare partnership. Located in Boston, MA.
Required Qualifications
- Bachelor's degree in Computer science, Management of Information Systems, or a relevant field required.
- 6 years of experience in healthcare, life sciences, pharmaceutical, medical device, or other innovation-driven organizations required.
- 6+ years in IT operations or service management, including 5+ years in senior leadership roles required.
- ITIL v4 or v5 Certification required.
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