Dana-Farber Cancer Institute
Boston, MA
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...
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Administration & Operations
Education
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