Associate Director, IT Service Management & Process – Remote

Associate Director, IT Service Management & Process – Remote

Shape how IT works at JAX—modernizing ServiceNow, strengthening enterprise IT practices, and building the processes that make technology simpler, more resilient, and more effective.

The Associate Director, IT Service Management & Process, leads JAX's IT service management platform and process governance functions. The role owns the ServiceNow platform; the ITSM/ITIL framework and process design across the IT organization; the Configuration Management Database CMDB); Agile/DevOps process maturity; Disaster Recovery and core IT process governance; and the enterprise vendor & third-party risk program.

Key Responsibilities & Essential Functions

• Own the ServiceNow platform, including strategy, roadmap, administration, integrations, upgrades, and vendor management.
• Drive platform adoption, automation, self-service, and continuous improvement across IT.
• Own and mature JAX’s ITSM/ITIL framework and core processes, including incident, request, change, problem, knowledge, and service-level management.
• Establish clear process ownership, performance measures, and continuous improvement across IT.
• Own the CMDB and configuration management strategy, standards, data quality, and integrations.
• Ensure accurate service and configuration data supports effective IT operations, risk management, and decision-making.
• Lead IT Disaster Recovery and business continuity planning, governance, and testing.
• Partner with technology and business owners to maintain recovery requirements, address gaps, and ensure organizational readiness.
• Lead the technology vendor and third-party risk program, including risk assessment, onboarding, monitoring, and offboarding.
• Partner with Security, Procurement, Legal, Compliance, and business owners to identify and manage third-party risks.
• Establish and improve IT processes, standards, controls, metrics, and reporting across the organization.
• Partner with technology teams to mature Agile/DevOps practices, simplify processes, increase automation, and support regulatory and audit requirements.
• Drive knowledge management, training, and adoption of consistent IT practices.
• Lead and develop the ITSM & Process team and manage the function’s budget, vendors, and priorities.
• Serve as a key partner to IT leadership, driving cross-functional alignment, accountability, service quality, and continuous improvement.

Knowledge, Skills, and Abilities

• Demonstrated experience designing, implementing, governing, and continuously improving enterprise ITSM/ITIL processes.
• Significant experience with ServiceNow or a comparable enterprise service-management platform, including platform governance, administration, implementation, workflow design, integrations, and roadmap management.
• Demonstrated experience architecting, implementing, or managing an enterprise CMDB and configuration management capability.
• Experience with Disaster Recovery, technology business continuity, and recovery testing.
• Experience establishing or operating technology vendor and third-party risk management processes.
• Experience developing operational KPIs, service-level measures, dashboards, and management reporting.
• Demonstrated ability to lead complex cross-functional initiatives where accountability spans multiple technology teams.
• Strong analytical, organizational, communication, facilitation, and stakeholder-management skills.
• Demonstrated commitment to customer experience, service quality, and continuous improvement.
• ITIL/ITSM certification preferred; ServiceNow administration/implementation and business-continuity (e.g., CBCP) credentials a plus.
• Bachelor's degree in Computer Science, Information Systems, or a related field required. Master’s degree preferred.
• Minimum of 5 years of relevant professional experience required; 7 or more years of progressive experience preferred.
• Minimum of 5 years of supervisory or people leadership experience required; 7 or more years of leadership experience preferred.

Pay range: $113,718 - $190,388

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About JAX:

The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California), Japan and China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visit www.jax.org​​​​​​​.

EEO Statement:

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.