Executive Director, IT Service Management

Applicants who live within 35 miles of either the Burlington, NC or Durham, NC location will follow a hybrid schedule. This schedule includes a minimum of three in office days per week at an assigned location, either Burlington or Durham, supporting both collaboration and flexibility.

Work Schedule: This is a full-time, exempt (salaried) position assigned to a First Shift schedule, with standard business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. in your local time zone.

Business needs may occasionally require flexibility in work hours, including earlier, later, or additional hours, with reasonable notice provided when possible., ITSM Strategy & Governance

• Provide executive leadership for enterprise IT Service Management strategy and execution.
• Establish and lead ITSM governance including policy development, process standards, and audit readiness.
• Direct ITSM maturity efforts including improvements to data quality, operational processes, and ITIL-aligned practices.
• Lead the ITSM Governance Team and ensure consistent process adoption across service domains.

ServiceNow Platform Ownership

• Oversee architectural direction and operational performance of the ServiceNow platform.
• Direct platform upgrades, maintenance activities, backlog prioritization, and overall platform health.
• Ensure data integrity, performance, and scalability across ITSM, CMDB, IT Asset Management, and integrated modules.
• Govern data flows and integrations between ServiceNow and enterprise technology systems.

Configuration Management & CMDB

• Lead enterprise CMDB strategy from both architectural and operational perspectives.
• Oversee adoption and governance of the Common Service Data Model (CSDM).
• Define and operationalize CMDB use cases including service mapping, incident escalation, service relationships, and change impact analysis.
• Ensure CMDB accuracy to support Incident, Problem, Change, Asset, and Release Management processes.

Incident & Major Incident Management

• Lead enterprise Incident and Major Incident Management practices.
• Provide executive-level communication during major incidents.
• Advance Incident Commander and Major Incident Manager capabilities.
• Partner with engineering and recovery teams to restore services and strengthen resiliency.
• Direct post-incident reviews and long-term remediation initiatives.

Problem Management

• Lead Problem Management to identify root causes and reduce recurrence of service issues.
• Prioritize the problem backlog based on business risk and service impact.
• Ensure learnings inform broader operational, change, and architectural decisions.

Change, Release & CAB Leadership

• Lead enterprise Change and Release Management processes balancing service stability and delivery speed.
• Facilitate Change Advisory Board (CAB) activities.
• Improve change quality, risk assessment, and success rates through automation and data-driven insights.

Service Desk & Tier 1 Operations

• Lead enterprise Service Desk strategy and performance.
• Advance AI-enabled support capabilities, including automated agents, self-service knowledge, and workflow enhancements.
• Oversee Level 1 support for core employee-facing services.
• Modernize operations center functions through automation and AI-driven monitoring.
• Provide governance for Tier 1 network operations support.

IT Asset Management (ITAM)

• Lead enterprise IT Asset Management strategy and execution.
• Direct Hardware Asset Management and Software Asset Management activities.
• Ensure license optimization, compliance, and cost control.
• Implement usage analysis, reclamation processes, and audit readiness for software portfolios.

Leadership & Collaboration

• Partner with Infrastructure, Application, Security, Digital Workplace, and Business leaders to ensure services align with business goals.
• Deliver executive reporting on service health, risks, and operational improvements.
• Build, mentor, and develop high-performing ITSM and service delivery teams., The Executive Director of IT Service Management (ITSM) is a senior technology leader responsible for defining and governing enterprise ITSM capabilities. This role develops and advances the ITSM strategy, leads operational execution, and ensures the delivery of stable, scalable, and business-aligned IT services across the organization.

This leader owns the enterprise ITSM framework-including Incident, Major Incident, Problem, Change, Release, Asset, and Configuration Management-and drives operational maturity through automation, data quality, technology alignment, and AI-enabled service delivery. The role partners with Infrastructure, Applications, Security, Digital Workplace, and Business stakeholders to enhance service reliability, transparency, and customer experience.

• Bachelor’s degree
• 15 or more years of experience in IT or related technical disciplines.
• 7 or more years of progressive IT leadership experience with deep expertise in IT Service Management.
• 10 or more years experience leading enterprise ITSM functions in large, complex environments.
• 10 or more years experience with ITIL practices across Incident, Major Incident, Problem, Change, Release, Configuration, and Asset Management.
• 10 or more years experience working with ServiceNow ITSM, CMDB/CSDM, IT Asset Management, and platform governance.
• 10 or more years experience implementing automation, AI-enabled service delivery, and data-driven operational improvements., * Certified in ITIL.
• Certified ServiceNow.
• 10 or more years experience modernizing service operations using AI, AIOps, or autonomous service models.
• 10 or more years experience working in highly regulated or large-scale enterprise environments.

Skills & Competencies

• Executive-level communication and stakeholder engagement capabilities.
• Strong governance discipline paired with pragmatic decision-making.
• Understanding of service architecture, data models, and integrations.
• Ability to lead through influence across federated and cross-functional teams.
• Strategic mindset with hands-on operational leadership capability.

Tuition reimbursement, Employee stock purchase plan, 401(k), Health insurance, Paid time off, Vision insurance, Dental insurance, Disability insurance