Green Card IT Service Management Jobs
IT Service Management roles qualify for EB-2 and EB-3 green card sponsorship through PERM labor certification, which requires employers to document recruitment efforts before filing your I-140 petition. Candidates with a bachelor's degree in information systems or a related field typically qualify at the EB-3 level, while advanced-degree professionals may qualify under EB-2.
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Get Access To All JobsJob Ref:
JR-5259
Location:
21 27 Burlington Ave, BOSTON, MA 02215
Category:
IT/Informatics
Employment Type:
Full time
Work Location:
Remote: occasional onsite
Salary/Pay Rate:
$161,600.00 - $180,100.00 per year
Overview
Reporting to AVP, Enterprise Infrastructure and Operations, the Associate Director of ITSM is a strategic leader responsible for designing, implementing, and improving IT service delivery frameworks that align technology services with business needs. The role emphasizes strong oversight of external partners to ensure effective and reliable service delivery. A key priority is leading the modernization of the DFCI IT Service Catalog, building related workflows in a shared ServiceNow instance, and establishing new ITSM processes and resources. This position also drives adoption of ServiceNow to replace informal request methods with a digital intake culture and to highlight the value of data and metrics for leadership. Additionally, the role manages a blended team of employees, consultants, and contractors to align IT services with clinical, research, and operational needs within a collaborative healthcare partnership. Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
Primary Duties and Responsibilities:
Service Strategy & Implementation
- Lead the end-to-end development of a user-centric Service Catalog, streamlined ITSM workflows, and the continuous improvement of IT Service Management frameworks.
- Act as the primary liaison with the larger Healthcare Organization (HCO) that owns the ServiceNow instance to ensure technical alignment, platform optimization, and excellent user experience.
- Establish ITSM process owners responsible for new technology requests, Knowledge Base (KB) article creation and curation, CMDB, and catalog maintenance.
Operational Oversight
- Define and monitor KPIs for Incident, Problem, and Request Management to maintain high service availability and performance.
- Oversee, enforce, and audit SLAs, performance reporting, and foundational ITSM data, including CMDB accuracy and compliance needs.
- Identify and drive opportunities for automation, process optimization, and service improvements to enhance the user experience.
Team Leadership
- Direct a diverse team consisting of ITSM process owners, technical analysts, contractors, and external consultants fostering a culture of service excellence, accountability, and continuous improvement.
- Manage resource allocation, project budget, and timelines for ITSM changes or upgrades.
- Coordinate closely with business partners and MSP to ensure seamless integration, service alignment, and effective governance across.
- Supervises staff. Hires, develops, and manages staff to achieve organizational goals. Sets clear expectations, delivers feedback, and monitors performance for quality, efficiency, and compliance with policies and procedures. Mentors staff, fosters career growth, and cultivates a positive and productive work environment.
Knowledge, Skills and Abilities:
- Knowledge of Agile, Lean, and DevOps methodologies and their integration with traditional ITSM practices.
- Advanced skill in developing, managing, and monitoring SLAs, OLAs, and Underpinning Contracts to ensure service performance and accountability.
- Ability to design KPI dashboards and performance reports that provide actionable insights into service health and managed service provider performance.
- Knowledge of financial management principles, including departmental budgeting and cost-of-service analysis and deep functional knowledge of Incident, Problem, Change, Request, and Asset Management is required.
- Ability to translate complex technical metrics and analytical data into clear, business-focused reports for executive stakeholders.
- Skill in negotiation and conflict resolution, particularly within complex multi-vendor or outsourced service environments.
- Ability to build strong partnerships and bridge communication between technical teams, business units, and senior leadership.
- Ability to lead with a customer-first, user-experience-driven mindset that supports end-user satisfaction and business alignment.
- Skill in enabling and presenting data-driven decision-making at the senior leadership level to address complex business challenges.
- Ability to influence outcomes without direct authority in shared-services environments and collaborative partner organizations.
Minimum Job 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.
- 10+ experience with healthcare organizations such as hospitals, life sciences, pharmaceuticals, medical devices, or innovation-driven organizations preferred.
- Proven success developing and executing ITSM roadmaps that improve agility, service reliability, and user workflows/processes.
- Experience implementing or refining ITSM standards such as COBIT or ISO/IEC 20000 in high-compliance healthcare environments, including DFCI-aligned processes.
- Strong hands-on experience with enterprise ITSM platforms and vendor management, including holding MSPs accountable through service level reviews and improvement plans.
License/Certification/Registration Required:
ITIL v4 or v5 Certification required. PMP preferred.
Supervisory Responsibilities:
Supervise the Technical Business Analyst, ITSM, Technical Business Analyst, Performance and Reporting, and Process Owner, CMDB & Knowledge Management.
Patient Contact:
None
At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.
Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.
Pay Transparency Statement
The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.
For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).
$161,600.00 - $180,100.00
Job Ref:
JR-5259
Location:
21 27 Burlington Ave, BOSTON, MA 02215
Category:
IT/Informatics
Employment Type:
Full time
Work Location:
Remote: occasional onsite
Salary/Pay Rate:
$161,600.00 - $180,100.00 per year
Overview
Reporting to AVP, Enterprise Infrastructure and Operations, the Associate Director of ITSM is a strategic leader responsible for designing, implementing, and improving IT service delivery frameworks that align technology services with business needs. The role emphasizes strong oversight of external partners to ensure effective and reliable service delivery. A key priority is leading the modernization of the DFCI IT Service Catalog, building related workflows in a shared ServiceNow instance, and establishing new ITSM processes and resources. This position also drives adoption of ServiceNow to replace informal request methods with a digital intake culture and to highlight the value of data and metrics for leadership. Additionally, the role manages a blended team of employees, consultants, and contractors to align IT services with clinical, research, and operational needs within a collaborative healthcare partnership. Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
Primary Duties and Responsibilities:
Service Strategy & Implementation
- Lead the end-to-end development of a user-centric Service Catalog, streamlined ITSM workflows, and the continuous improvement of IT Service Management frameworks.
- Act as the primary liaison with the larger Healthcare Organization (HCO) that owns the ServiceNow instance to ensure technical alignment, platform optimization, and excellent user experience.
- Establish ITSM process owners responsible for new technology requests, Knowledge Base (KB) article creation and curation, CMDB, and catalog maintenance.
Operational Oversight
- Define and monitor KPIs for Incident, Problem, and Request Management to maintain high service availability and performance.
- Oversee, enforce, and audit SLAs, performance reporting, and foundational ITSM data, including CMDB accuracy and compliance needs.
- Identify and drive opportunities for automation, process optimization, and service improvements to enhance the user experience.
Team Leadership
- Direct a diverse team consisting of ITSM process owners, technical analysts, contractors, and external consultants fostering a culture of service excellence, accountability, and continuous improvement.
- Manage resource allocation, project budget, and timelines for ITSM changes or upgrades.
- Coordinate closely with business partners and MSP to ensure seamless integration, service alignment, and effective governance across.
- Supervises staff. Hires, develops, and manages staff to achieve organizational goals. Sets clear expectations, delivers feedback, and monitors performance for quality, efficiency, and compliance with policies and procedures. Mentors staff, fosters career growth, and cultivates a positive and productive work environment.
Knowledge, Skills and Abilities:
- Knowledge of Agile, Lean, and DevOps methodologies and their integration with traditional ITSM practices.
- Advanced skill in developing, managing, and monitoring SLAs, OLAs, and Underpinning Contracts to ensure service performance and accountability.
- Ability to design KPI dashboards and performance reports that provide actionable insights into service health and managed service provider performance.
- Knowledge of financial management principles, including departmental budgeting and cost-of-service analysis and deep functional knowledge of Incident, Problem, Change, Request, and Asset Management is required.
- Ability to translate complex technical metrics and analytical data into clear, business-focused reports for executive stakeholders.
- Skill in negotiation and conflict resolution, particularly within complex multi-vendor or outsourced service environments.
- Ability to build strong partnerships and bridge communication between technical teams, business units, and senior leadership.
- Ability to lead with a customer-first, user-experience-driven mindset that supports end-user satisfaction and business alignment.
- Skill in enabling and presenting data-driven decision-making at the senior leadership level to address complex business challenges.
- Ability to influence outcomes without direct authority in shared-services environments and collaborative partner organizations.
Minimum Job 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.
- 10+ experience with healthcare organizations such as hospitals, life sciences, pharmaceuticals, medical devices, or innovation-driven organizations preferred.
- Proven success developing and executing ITSM roadmaps that improve agility, service reliability, and user workflows/processes.
- Experience implementing or refining ITSM standards such as COBIT or ISO/IEC 20000 in high-compliance healthcare environments, including DFCI-aligned processes.
- Strong hands-on experience with enterprise ITSM platforms and vendor management, including holding MSPs accountable through service level reviews and improvement plans.
License/Certification/Registration Required:
ITIL v4 or v5 Certification required. PMP preferred.
Supervisory Responsibilities:
Supervise the Technical Business Analyst, ITSM, Technical Business Analyst, Performance and Reporting, and Process Owner, CMDB & Knowledge Management.
Patient Contact:
None
At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.
Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.
Pay Transparency Statement
The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.
For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).
$161,600.00 - $180,100.00
See all 1,171+ Green Card IT Service Management Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Green Card IT Service Management Jobs.
Get Access To All JobsTips for Finding Green Card Sponsorship in IT Service Management
Document your IT credentials before applying
PERM requires your employer to verify that your degree and experience match the job's minimum requirements exactly. Gather transcripts, credential evaluations for foreign degrees, and detailed experience letters before you start targeting roles.
Target employers with ITSM-specific hiring pipelines
Employers who use ITIL frameworks across large service desk operations are more likely to have existing PERM templates for IT Service Management titles. Look for organizations with dedicated HR compliance teams, not just a single generalist handling immigration.
Search green card sponsoring employers on Migrate Mate
Filter IT Service Management roles by employers with active PERM filing history using Migrate Mate. This surfaces companies that have already navigated the DOL recruitment process for this specific job category, not just general H-1B visa sponsors.
Clarify the prevailing wage tier during the offer stage
Before accepting an offer, ask HR which OFLC Wage Search wage level they plan to use for your PERM. Employers who file at Level I may underpay relative to your experience, creating issues if you later need an EB-2 upgrade.
Understand how O*NET classification affects your petition
USCIS and DOL both reference the O*NET occupation profile when evaluating whether IT Service Management qualifies as a specialty occupation. Roles classified under broad management codes rather than specific IT codes can face RFEs, so confirm how your employer's attorney plans to document specialty occupation.
Plan around PERM audit risk for IT management roles
DOL audits PERM applications more frequently when job duties are generalized. Work with your employer to ensure the job description lists specific ITSM tools and responsibilities rather than broad supervisory language, which reduces audit exposure and processing delays.
Green Card IT Service Management: Frequently Asked Questions
Does an IT Service Management role qualify for EB-2 or EB-3 green card sponsorship?
Most IT Service Management positions qualify under EB-3 as skilled workers requiring a bachelor's degree in information systems, computer science, or a related field. Roles requiring a master's degree or equivalent specialized expertise may qualify under EB-2. The specific classification depends on the minimum requirements your employer sets in the PERM job description, not your personal credentials.
How is the green card PERM process different from H-1B sponsorship for IT Service Management professionals?
PERM sponsorship leads to permanent residency rather than temporary status, so there's no annual renewal cycle and no lottery. The trade-off is timeline: PERM requires your employer to complete a DOL-supervised recruitment process before filing your I-140. For most countries outside India and China, EB-3 priority dates are current, meaning you can pursue adjustment of status relatively quickly after your I-140 is approved, unlike the H-1B which has an 85,000-slot annual cap and lottery selection.
What does the PERM recruitment process require from my employer for this role?
Your employer must conduct a mandatory recruitment campaign showing no qualified U.S. workers were available for the IT Service Management position. This includes print and online job postings, internal notice posting, and for professional roles, additional recruitment steps like job fairs or campus recruiting. DOL reviews the results before certifying the application, and any procedural gap can result in a denial or audit.
How can I find IT Service Management employers who sponsor green cards?
Use Migrate Mate to search IT Service Management roles filtered by employers with verified PERM filing history. This is more reliable than general job boards because it surfaces companies that have already completed the DOL labor certification process for comparable roles, rather than employers who only sponsor H-1B visas or have no immigration infrastructure at all.
Can my employer start PERM sponsorship while I'm on an H-1B or OPT?
Yes. PERM sponsorship can begin while you're maintaining valid H-1B status or authorized OPT work authorization. Starting early matters because PERM processing at DOL currently takes several months before your employer can even file the I-140 with USCIS. If you're on OPT, confirm your employer plans to file an H-1B petition in parallel so there's no gap in your work authorization during the green card process.