IT Service Management Jobs in USA with Visa Sponsorship
IT Service Management roles rank among the most consistently sponsored positions in enterprise tech. Employers filing H-1B visa and E-3 visa petitions for ITSM professionals cite specialty occupation status under computer and information systems management, making degree alignment and LCA documentation critical from day one. For detailed occupation requirements, see the O*NET profile.
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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 1,527+ IT Service Management Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new IT Service Management roles.
Get Access To All JobsTips for Finding IT Service Management Jobs
Align your degree to the role explicitly
USCIS scrutinizes IT Service Management petitions for specialty occupation status. Your degree in information systems, computer science, or business information technology must map directly to the job duties described in the LCA and offer letter.
Target employers with active H-1B filing histories
Large enterprises in finance, healthcare, and consulting file ITSM petitions regularly. Prioritize companies with documented H-1B approval histories in IT operations and service management, which signals an established immigration infrastructure and lower denial risk.
Understand that ITIL certification strengthens your petition
ITIL Foundation or Practitioner credentials signal specialized knowledge beyond a generalist IT background. Including certifications in your petition package helps attorneys argue that the role requires specialized expertise, reinforcing the specialty occupation classification for USCIS review.
Get the LCA job title and duties precisely matched
Mismatches between your actual responsibilities and what the Labor Condition Application describes are a leading cause of RFEs in ITSM cases. Work with your employer's attorney to ensure incident management, change management, and ITIL framework duties are spelled out accurately.
Negotiate premium processing before your start date
IT Service Management roles often involve team dependencies and project timelines that make delayed start dates costly. Ask your employer upfront whether they will elect premium processing, which reduces USCIS adjudication to 15 business days from the receipt date.
Prepare for specialty occupation RFEs proactively
USCIS has issued RFEs on ITSM petitions arguing the role does not always require a specific degree. Have your employer document that a bachelor's degree in a relevant field is the normal minimum entry requirement for this position in the industry.
Frequently Asked Questions
Does IT Service Management qualify as a specialty occupation for H-1B purposes?
IT Service Management can qualify as a specialty occupation, but it is not automatically approved. USCIS requires that the role normally requires at least a bachelor's degree in a specific field such as information systems, computer science, or management information systems. Generic IT management positions have received RFEs, so the petition must document that the specific duties require theoretical and practical application of highly specialized knowledge. Strong job descriptions tied to ITIL frameworks and system architecture decisions significantly improve the outcome.
What degree do I need for an employer to sponsor my visa in an IT Service Management role?
Most sponsoring employers require a bachelor's degree in computer science, information systems, management information systems, or a closely related technical field. Business administration degrees are sometimes accepted if paired with a strong IT focus or relevant coursework. USCIS looks for a direct connection between the degree field and the job's core duties, so a degree in an unrelated discipline creates petition risk even if you have years of practical experience.
How likely is an H-1B petition to be approved for an IT Service Management professional?
Approval rates for ITSM petitions vary by how the role is scoped and documented. Petitions for senior or lead ITSM roles tied to complex enterprise environments and ITIL-governed processes tend to perform better than junior generalist positions. USCIS approval data shows that computer and information systems occupations broadly have approval rates above 85%, but ITSM-specific cases that receive RFEs see lower final approval if the specialty occupation argument is not well supported.
Can I find IT Service Management jobs that offer visa sponsorship in one place?
Migrate Mate curates visa-sponsorship-confirmed job listings specifically for international candidates, including IT Service Management roles across enterprise, consulting, and technology sectors. Rather than filtering through general job boards where sponsorship availability is unclear, Migrate Mate surfaces roles where employers have documented sponsorship willingness, saving significant time during an already stressful job search.
Does an E-3 visa work for IT Service Management roles, and is approval easier than H-1B?
Australian citizens can use the E-3 visa for IT Service Management roles, and the process is generally more straightforward than the H-1B visa because there is no lottery and no annual cap has ever been reached. The same specialty occupation standard applies, so degree alignment and a strong LCA remain essential. E-3 visa interviews are conducted at Australian consulates, and the role's ITIL-focused duties should be clearly reflected in the supporting documentation the employer provides.
What is the prevailing wage requirement for sponsored IT Service Management jobs?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.