H-1B Visa IT Service Management Jobs
IT Service Management roles sit squarely within H-1B visa specialty occupation territory, requiring at least a bachelor's degree in computer science, information systems, or a related field. Employers filing LCAs for ITSM positions must meet DOL prevailing wage requirements, and many large IT firms carry consistent H-1B filing histories across service delivery, ITIL governance, and service desk management functions.
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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 1,293+ H-1B Visa IT Service Management Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new H-1B Visa IT Service Management Jobs.
Get Access To All JobsTips for Finding H-1B Visa Sponsorship in IT Service Management
Align your credentials to specialty occupation
USCIS requires your degree to directly relate to the IT Service Management role. A computer science or information systems degree fits cleanly. If your degree is in an adjacent field, document how your coursework maps to ITSM functions before your employer files.
Check LCA filing history by role
Use Migrate Mate to filter employers by H-1B LCA filings specifically tied to IT Service Management and related SOC codes. This shows which companies have an established sponsorship track record for your exact role, not just tech hiring in general.
Verify the prevailing wage before negotiating
Run the ITSM SOC code through the OFLC Wage Search before your offer conversation. Your offered salary must meet or exceed the DOL prevailing wage for your work location. Underpaid offers get flagged at the LCA certification stage and delay filing.
Target employers enrolled in E-Verify
ITSM roles at federal contractors and agencies require E-Verify enrollment for the employer. Confirm enrollment status during your screening conversations. Non-enrolled employers can't legally hire you for certain government-adjacent service management contracts, even with a valid H-1B.
Request premium processing for tight transitions
If you're changing ITSM employers within the 60-day H-1B grace period, ask your new employer to file with premium processing. USCIS adjudicates premium petitions within 15 business days, which reduces the gap between your last day and authorized start date.
Document ITIL or framework certifications separately
ITIL, COBIT, and similar certifications don't substitute for a qualifying degree under H-1B specialty occupation rules, but they strengthen the employer's support letter. Include them in your credentials package as evidence of specialized theoretical knowledge, not as degree equivalents.
H-1B Visa IT Service Management: Frequently Asked Questions
Does an IT Service Management role qualify as an H-1B specialty occupation?
Yes, IT Service Management qualifies when the position genuinely requires at least a bachelor's degree in computer science, information systems, or a directly related field. Roles that accept any bachelor's degree, regardless of field, can face RFEs. The employer's job description must specify the degree requirement to hold up at adjudication.
Which employers sponsor H-1B visas for IT Service Management positions?
Large IT services firms, enterprise software companies, financial institutions, and healthcare systems regularly file H-1B LCAs for ITSM roles covering service delivery, change management, and IT governance. You can browse employers with verified H-1B filing histories for these positions on Migrate Mate, filtered by role and location.
How does the DOL prevailing wage apply to IT Service Management jobs?
Your employer must pay at least the DOL prevailing wage for your specific ITSM job title and work location before filing the LCA with the Office of Foreign Labor Certification. The wage level depends on your duties, supervisory responsibilities, and geographic market. You can look up applicable wage levels using the OFLC Wage Search by SOC code and metro area.
Can I switch IT Service Management employers mid-H-1B without losing status?
Yes. Under H-1B portability rules, you can start working for a new ITSM employer as soon as they file a non-frivolous H-1B transfer petition, as long as your previous status was lawfully maintained. You don't need to wait for USCIS approval. The 60-day grace period after leaving your prior employer gives you a window to arrange the new filing.
Do ITIL certifications help with H-1B approval for ITSM roles?
ITIL and similar framework certifications strengthen the employer's petition by demonstrating specialized knowledge, but USCIS does not accept them as substitutes for a qualifying bachelor's degree under specialty occupation rules. They belong in the support letter as supplementary evidence, particularly when the degree field is adjacent rather than directly related to the role.