IT Service Management Jobs
IT Service Management jobs are open across healthcare, financial services, government, and technology, from analyst and specialist to director and enterprise architect, with specializations in ITIL process design, service desk operations, and change and incident management. Find a role that fits from the openings below and apply directly.
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Showing 5 of 1,548+ IT Service Management jobs
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
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 1,548+ IT Service Management Jobs
Jump back to the full list of openings and apply to any IT service management role that fits.
Find IT Service Management JobsIT Service Management Job Market
A snapshot from current openings nationwide, updated as new roles post.
Who's Hiring
- Tata Consultancy Services (TCS)114
- Alvarez & Marsal41
- Crack IT Chiropractic Ne26
- Transaction Network Services (TNS)24
- Procom Services America20
Top Industries Hiring
- Technology & Software553
- Consulting & Professional Services151
- Healthcare & Medical Services121
- Education92
- Electronics & Hardware84
What Employers Look For
The qualifications that appear most often in IT service management jobs.
- ITIL 4 Foundation or higher certification required or strongly preferred
- 3 to 7 years of experience managing IT service operations or a service desk
- Hands-on administration experience with ServiceNow, Jira Service Management, or BMC Remedy
- Demonstrated ability to define, measure, and improve SLA and OLA compliance
- Experience leading incident, problem, and change management processes in enterprise environments
- Bachelor's degree in information technology, computer science, or a related field
Tips for Your IT Service Management Job Search
Lead your resume with ITIL credentials
Recruiters scanning IT service management resumes filter fast on certifications. List your ITIL 4 Foundation, ITIL Managing Professional, or COBIT credentials above your work history so they appear before a recruiter decides to read further.
Quantify SLA compliance and ticket volumes
Hiring managers in this field want proof of operational scale. Replace vague phrases like 'managed service desk' with specific outcomes: resolution rates, first-contact resolution improvements, or the size of the environment you supported.
Filter openings by ITSM platform experience
Most postings name a specific platform such as ServiceNow, Jira Service Management, or Remedy. Search for roles that match the tool you know best first, since platform fluency is often a hard filter during initial screening.
Apply early to roles that fit
Migrate Mate lists it service management openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Prepare a process improvement story for interviews
Interviewers consistently ask how you have improved a broken or immature ITSM process. Prepare one clear example that names the problem, the framework or methodology you applied, and the measurable outcome you delivered.
Negotiate scope before you negotiate salary
In ITSM roles, title and scope vary widely at the same pay band. Before accepting an offer, clarify ownership boundaries: whether the role owns problem management, change advisory board leadership, or only service desk operations, because scope defines your next promotion path.
IT Service Management Jobs: Frequently Asked Questions
Which companies are hiring the most it service managements?
The companies hiring the most it service managements right now include Tata Consultancy Services (TCS), Alvarez & Marsal, and Crack IT Chiropractic Ne, with the largest share of openings in California, Texas, and New York, based on current listings on Migrate Mate as of June 2026. Demand is especially consistent in financial services, federal contracting, and large healthcare systems.
How many it service management jobs are remote?
About 21% of it service management openings are fully remote or hybrid as of June 2026, making it one of the more flexible roles in the IT operations space. Process-heavy functions such as change management, problem management, and ITSM platform administration tend to be the most commonly offered in remote or hybrid arrangements.
How do you become a it service management?
Start by earning the ITIL 4 Foundation certification, which establishes the framework vocabulary and process model used by most employers. Build hands-on experience in a service desk or IT operations role, then move into owning discrete processes such as incident or change management. Pursuing an ITIL Managing Professional track or a ServiceNow certification accelerates progression into senior and program-level roles.
How do you get hired in it service management with little experience?
Entry points into the field are typically through service desk analyst or IT support specialist roles where you handle ticket triage and SLA tracking daily. Earning the ITIL 4 Foundation certification before applying signals genuine intent and differentiates your application from other candidates with similar technical backgrounds. Emphasize any exposure to ticketing platforms and any process documentation you have contributed to, even in a junior capacity.
What does the it service management interview process look like?
Most hiring processes include a recruiter screen focused on certification and platform experience, followed by a hiring manager interview that probes your ownership of specific ITSM processes. A second round typically involves a panel or technical interview where you walk through how you have handled a major incident or led a change advisory board. Some employers add a brief scenario exercise asking you to design or critique a process flow.
Where can I find and apply to it service management jobs?
You can find and apply to it service management jobs on Migrate Mate, which lists current openings from across the United States. Find roles that match your experience and certifications and apply directly to each listing from the same place.
See All 1,548+ IT Service Management Jobs
Jump back to the full list of openings and apply to any IT service management role that fits.
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