Associate Director, IT Service Management

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 Service Now instance, and establishing new ITSM processes and resources.

This position also drives adoption of Service Now 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.

• 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 Service Now 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.

• 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.

• 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 of Agile, Lean, and Dev Ops 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…