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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Associate Director, IT Service Management & Process - Remote - **Company:** The Jackson Laboratory - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $113,718.0 - $190,388.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Configuration Management Databases, Configuration Management, Information Systems, DevOps, Disaster Recovery, IT Management, Information Technology Operations, Knowledge Management, Systems Integration, Workflow Management Systems, Information Technology, Servicenow - **Published:** August 29, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18114845?backUrl=%2Fcareer%2F18114845%2FAssociate-Director-It-Service-Management-Process-Remote-Maine-Bar-Harbor ## About the Role * 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. ## Description 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., * 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)