Director, Service Management

ECU Health • Greenville, NC

3d • Onsite

About The Position

At ECU Health, technology is a critical enabler of patient care and this role sits at the center of that mission. As the premier healthcare provider in Eastern North Carolina, ECU Health offers the opportunity to lead enterprise-wide IT Service Management in an organization where reliability, responsiveness, and collaboration directly support clinicians and caregivers. The Director of IT Service Management will shape the future of service delivery across a complex healthcare environment, partnering with executive leaders and high-performing teams to drive measurable improvements in experience, outcomes, and operational excellence all within a culture that values teamwork, accountability, and purpose-driven work. This role is responsible for overseeing the design, implementation, and ongoing management of Information Technology Infrastructure Library (ITIL) based service management processes across the ECU Health enterprise. The Director of IT Service Management serves as the enterprise owner of ITSM strategy, ensuring that service management practices are consistently applied, continuously improved, and aligned to the operational needs of clinicians, caregivers, and business partners. The position provides strategic leadership across three core execution teams Service Desk, Service Operations, and the ServiceNow Platform guiding priorities, standards, and performance while enabling these teams to deliver reliable, high-quality services at scale. This leader operates at the intersection of strategy and execution, translating enterprise objectives into practical, measurable service outcomes. The Director works closely with IT leadership and operational leaders throughout the organization, partnering to align service expectations, define performance measures, and improve the end-user experience across clinical, administrative, and business environments. This position reports to the Executive Director, Transformation Execution Office, and plays a key role in advancing ECU Health's broader transformation and continuous improvement agenda.

Requirements

• Bachelor's degree or higher
• ITIL v4 Intermediate certification
• Five plus years of progressive experience implementing, maturing and managing formal ITIL based processes.
• Three plus years health care provider experience that has an understanding of health care operations as well as the current business issues and trends influencing health care providers.
• Experience managing IS performance, including defining, monitoring, and reporting service levels to business stakeholders to drive continuous improvement.
• ITSM/ITIL leadership and subject matter expertise, with hands on experience using enterprise service management platforms (e.g., ServiceNow) and applying best practices to mature service management capabilities.
• Process architecture, design, and workflow facilitation, including service management process development, integration, and management of complex initiatives using formal project management methodologies.
• Respected, resilient leader with the ability to navigate ambiguity, influence confidently, and provide steady direction, combining professional presence with openness to input and sound judgment in complex healthcare IT environments.

Responsibilities

• Overseeing the design, implementation, and ongoing management of Information Technology Infrastructure Library (ITIL) based service management processes across the ECU Health enterprise.
• Serving as the enterprise owner of ITSM strategy, ensuring that service management practices are consistently applied, continuously improved, and aligned to the operational needs of clinicians, caregivers, and business partners.
• Providing strategic leadership across three core execution teams: Service Desk, Service Operations, and the ServiceNow Platform, guiding priorities, standards, and performance.
• Enabling teams to deliver reliable, high-quality services at scale.
• Translating enterprise objectives into practical, measurable service outcomes.
• Working closely with IT leadership and operational leaders throughout the organization to align service expectations, define performance measures, and improve the end-user experience across clinical, administrative, and business environments.

What This Job Offers

• Job Type: Full-time
• Career Level: Director