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Itsm Director Jobs (NOW HIRING)

American Cancer Society

Director ITSM

Atlanta, GA · On-site +1

$130K - $140K/yr

The Director, ITSM provides leadership and direction to a team of technology professionals, ensuring effective performance, professional development, and alignment with organizational goals, while ...

American Cancer Society

Director ITSM

Atlanta, GA · On-site

$130K - $140K/yr

The Director, ITSM provides leadership and direction to a team of technology professionals, ensuring effective performance, professional development, and alignment with organizational goals, while ...

Sidram Technologies

ITSM Consultant

Boston, MA · On-site

ITSM Consultant Location: Boston, MA - Onsite We are looking for an ITSM Specialist with hands-on ... com Direct: 4705239688 Led by 25+ Years of Industry Experience E-Verify ® is a registered ...

System One

Halo ITSM Developer

Salisbury, MD · Remote

$55 - $75/hr

Must have direct, hands-on development and configuration experience with HaloITSM. * Strong understanding of core ITIL/ITSM methodologies (Incident Management, Service Request Fulfillment, etc.

System One

Halo ITSM Developer

Salisbury, MD · Remote

$55 - $75/hr

Must have direct, hands-on development and configuration experience with HaloITSM. * Strong understanding of core ITIL/ITSM methodologies (Incident Management, Service Request Fulfillment, etc.

System One

Halo ITSM Developer

Salisbury, MD · Remote

$55 - $75/hr

Must have direct, hands-on development and configuration experience with HaloITSM. * Strong understanding of core ITIL/ITSM methodologies (Incident Management, Service Request Fulfillment, etc.

System One

Halo ITSM Developer

Salisbury, MD · Remote

$55 - $75/hr

Must have direct, hands-on development and configuration experience with HaloITSM. * Strong understanding of core ITIL/ITSM methodologies (Incident Management, Service Request Fulfillment, etc.

ThinkHire LLC

Be Seen First

ITSM Manager ( REMOTE )

Charlotte, NC · Remote

$80K - $100K/yr

ITSM Manager You will be part of a talented team of professionals delivering IT Managed Services to ... This position reports directly to the Service Desk Director. Company Description As a decision ...

GDIT

ITSM ServiceNow Analyst Manager

Washington, DC · Hybrid

$142K - $172K/yr

Collaborate with different organizational groups, most of which will not be direct reports, to ... Responsibilities - Lead ITSM Deployment for the customer - Manage Developers and their tasks to ...

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$23.5K

$105.2K

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How much do itsm director jobs pay per year?

As of Aug 31, 2026, the average yearly pay for itsm director in the United States is $105,208.00, according to ZipRecruiter salary data. Most workers in this role earn between $79,000.00 and $130,000.00 per year, depending on experience, location, and employer.

What does an ITSM Director do?

An ITSM (IT Service Management) Director oversees the strategy, implementation, and optimization of IT service processes within an organization. They ensure that IT services align with business needs, improve efficiency, and enhance user experience. Key responsibilities include overseeing ITIL-based frameworks, managing service delivery teams, and driving continuous improvement initiatives. The ITSM Director also collaborates with stakeholders to establish best practices, monitor performance metrics, and implement tools for service automation and optimization.

What are the key skills and qualifications needed to thrive as an ITSM Director?

An ITSM Director needs a strong background in IT service management frameworks, process optimization, and strategic leadership, often supported by a relevant bachelor's degree and extensive experience in IT operations. Familiarity with ITSM platforms (such as ServiceNow, BMC Remedy, or Cherwell), as well as certifications like ITIL or COBIT, is highly beneficial. Exceptional communication, leadership, and change management skills make candidates stand out by enabling them to effectively guide teams and engage stakeholders. These competencies are crucial for delivering consistent IT service quality and aligning IT processes with organizational goals.

What are the typical challenges faced by an ITSM Director, and how can they be managed?

One of the main challenges ITSM Directors encounter is driving organizational change while ensuring adherence to established IT service management processes. This often involves balancing the demands of various business units, managing incident and problem escalations, and continuously improving service delivery against rapidly evolving technology landscapes. Success in the role requires a proactive approach to communication, strong stakeholder management, and the ability to foster a culture of service excellence within the IT team. Many directors leverage change management frameworks and regular performance metrics reviews to address these challenges effectively.

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Itsm Director jobs near you
Infographic showing various Itsm Director job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 85% Full Time, 12% Part Time, and 2% Contract. Highlights an 90% Physical, 3% Hybrid, and 7% Remote job distribution, with an average salary of $105,208 per year, or $50.6 per hour.

Director ITSM

Atlanta, GA • On-site, Remote

American Cancer Society
Non-Profits • 5 - 10K employees

7.8

Company rating: 7.8 out of 10

Based on 12 frontline employees who took The Breakroom Quiz

164th of 783 rated non-profit organizations

People enjoy working here

Good employer

Paid breaks

Learn more about American Cancer Societyexternal

$130K - $140K/yr

Full-time

Medical, Dental, Retirement, PTO

This job post has expired 3 days ago. Applications are no longer accepted.

Job description

At the American Cancer Society, we're working to end cancer as we know it, for everyone. Our employees and 1.3 million volunteers are raising the bar every single day. We are a culture comprised of diverse backgrounds and experience, to better serve our communities.
The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled.
The Director, IT Service Management provides leadership and direction to a team of technology professionals, ensuring effective performance, professional development, and alignment with organizational goals, while fostering a collaborative, accountable, and people-first culture.
The Director, IT Service Management, IT, Support Center is responsible for developing and executing IT Service Management (ITSM) strategies, leading and optimizing IT service delivery operations, and establishing governance for ITSM platforms to ensure alignment with organizational goals, operational excellence, and continuous service improvement. They will be managing the ITSM Department, including oversight of IT Service Delivery, ITSM Governance and platform management and support teams. The Director, ITSM provides leadership and direction to a team of technology professionals, ensuring effective performance, professional development, and alignment with organizational goals, while fostering a collaborative, accountable, and people-first culture.
ESSENTIAL FUNCTIONS:
  • Develops and executes the enterprise IT Service Management strategy to ensure IT services align with organizational priorities, support operational excellence, and drive continuous service improvement. (25%)
  • Leads and develops a team of IT professionals by setting clear goals, providing coaching and feedback, managing performance, and fostering a collaborative, accountable, and growth-oriented culture. (20%)
  • Leads and oversees IT service delivery operations, ensuring effective incident, request, change, and problem management processes while maintaining high customer satisfaction and service reliability. (20%)
  • Establishes governance for ITSM platforms and service management practices, including ServiceNow, documentation standards, disaster recovery planning, and operational frameworks. (20%)
  • Oversees vendor and service provider performance, ensuring outsourced technology services meet contractual obligations, service expectations, and operational standards. (5%)
  • Drives service performance measurement and reporting, monitoring SLAs, operational metrics, and service health to identify trends, risks, and opportunities for improvement. (5%)
  • Ensures comprehensive documentation of IT operations and service desk procedures, maintaining the integrity of the service catalog and adherence to industry best practices and compliance standards. (5%)

EXPERIENCE/QUALIFICATIONS:
  • Minimum Degree Required: Associate degree or equivalent combination of education and experience
  • Preferred Degree: Bachelor's Degree
  • Certificate(s) or License(s): ITIL certification is preferred
  • Years of experience: 7+ years of management experience direct oversight of ITSM functions, including Service Desk, managed service operations, problem and incident management, and driving operational excellence in alignment with the best practices such as ITIL.

KNOWLEDGE, SKILLS, AND ABILITY:
  • Proven experience in strategic leadership and vision for the IT department. Makes high-impact, timely decisions, and addresses challenges decisively with a strong sense of urgency and enthusiasm.
  • Continuously improves and applies efficient work processes to drive productivity to improve customer experience.
  • Builds strong partnerships and communicates clearly across various audiences and formats.
  • Demonstrates advanced expertise in technical fault analysis and resolution.
  • Promotes best practices and compliance across the organization.
  • Strong leadership, communication, and interpersonal skills with the ability to build trust, motivate teams, hold individuals accountable, and foster collaboration across diverse stakeholders.
  • Knowledge of budget planning, financial tracking, and resource allocation to effectively manage departmental or project budgets.
  • Flexibility to work weekends, evenings, and holidays as needed on an infrequent basis, particularly in response to major incidents, outages, or critical deliverables.

TRAVEL REQUIREMENTS:
  • Occasional travel- 10-15% - may be required for department or program/project meetings, vendor management, or enterprise workshops.

PHYSICAL REQUIREMENTS:
  • Frequent sitting and use of computer equipment
  • Occasional standing, walking, bending, and lifting materials up to 10 lbs.

The starting rate is $130,000 to $140,000. The final candidate's relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.
ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.

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