Associate Director - Service Management Office

Job Description

The Associate Director of the Service Management Office (SMO) provides strategic leadership and operational oversight for IT service management across the academic medical center, ensuring services are delivered efficiently, reliably, and in alignment with clinical, research, and educational priorities.

In this role, the Associate Director establishes governance frameworks, leads the Service Management Office function, and develops and implements IT service management (ITSM) strategies, policies, and standards. The position is responsible for driving continuous improvement in service delivery processes and overall service quality while fostering a culture of accountability, transparency, and service excellence to support patient care and organizational objectives.

The Associate Director plays a critical role in protecting patient care and clinical operations by minimizing IT disruptions that could impact safety, delay care, or interrupt workflows. This individual oversees incident, problem, and change management processes, enabling rapid and coordinated responses to critical incidents and reducing recurring system issues through thorough root cause analysis. The role also standardizes service management practices across the organization and defines clear service ownership and accountability.

Additionally, the Associate Director establishes and monitors service-level agreements (SLAs) and key performance indicators (KPIs), ensuring measurable service performance and continuous alignment with organizational priorities. The role collaborates with IT and business leaders to align service delivery with institutional goals and ensures controlled system changes to minimize risk within clinical environments.

The position is also responsible for facilitating clear, effective communication during outages and high-impact events, ensuring stakeholders are informed and coordinated during service disruptions while maintaining a strong focus on operational excellence and continuous improvement.

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field and seven years of progressive experience in IT service management, IT operations, or a related area. Candidates must have demonstrated experience with IT service management frameworks such as ITIL, including incident, problem, and change management processes, as well as experience developing and managing service-level agreements (SLAs), key performance indicators (KPIs), and service performance reporting.

Proven experience establishing governance frameworks, driving process standardization, and leading continuous improvement initiatives is required. Candidates should also have experience coordinating major incident response efforts and collaborating across technical and business teams to align IT services with organizational priorities.

• An array of retirement plan options, each with a generous employer contribution.
• Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
• Paid vacation and sick leave, including short and long-term disability and paid parental leave.
• Get the most out of the Public Service Loan Forgiveness program.

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.