Director in West Orange, New Jersey at RWJBarnabas Health

Job Title: Director

Location: SBC Corporation

Department Name: IT&S Service Applications

Req #: 0000268410

Status: Salaried

Shift: Day

Pay Range: $153,045.00 - $233,000.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Summary:

Senior leadership role responsible for the strategic direction, governance, and optimization of the enterprise ServiceNow environment and Service Desk operations,

The Director oversees multiple teams, including ServiceNow team, Service Desk, and Virtual Support team, ensuring alignment with organizational priorities and operational excellence,

This position is accountable for driving innovation, automation, and transformation initiatives,

The Director partners with business, clinical, and IT leaders to deliver high-value solutions and continuous improvement across service management functions,

This position reports to Assistant Vice President, IT Service Applications,

Experience, Education, & Certifications:

Required:

- B,

S,

in Computer Science, Information Systems, Business Administration, or a related field or equivalent work experience

- 10 years of IT experience, including 5 years in management role,

- Proven experience leading ServiceNow strategy, governance, and development at enterprise scale

Preferred:

- ITIL v4 Certification

- ServiceNow certifications

- Experience in healthcare IT leadership

Essential Functions:

Oversee enterprise ServiceNow strategy and multi-year roadmap, ensuring alignment with organizational priorities, digital transformation initiatives, and ITSM Maturity goals,

Establish and enforce platform governance and operating models across all ServiceNow modules, integrations, and data structures,

Continuously evaluate emerging ServiceNow capabilities and industry best practices to drive innovation, automation, and service experience improvement,

Provide executive oversight of Service Desk, Virtual Support, and ServiceNow operations through managers and senior leaders, ensuring consistent service delivery, resiliency, and scalability,

Define and govern enterprise performance metrics, experience measures, and service management KPIs, aligned with ITIL and organizational standards,

Ensure operational models and processes scale effectively across a multi site, highly regulated healthcare environment,

Establish vendor strategies and performance management frameworks that optimize cost, service quality, risk, and innovation,

Evaluate and recommend sourcing models, workforce strategies, and automation opportunities to improve efficiency and long term sustainability,

Ensure technology investments deliver measurable business value and return on investment,

Ensure enterprise compliance with HIPAA, cybersecurity standards, and internal control requirements as they relate to service management platforms and operations,

Proactively identify operational, technology, and vendor risks, leading mitigation strategies to strengthen business continuity and operational resilience,

Ensure adherence to enterprise governance, change management, and configuration management standards,

Serve as a trusted partner to executive, clinical, and business stakeholders, proactively shaping conversations around service management strategy, performance, and improvement opportunities,

Lead enterprise wide communication related to service management initiatives, platform changes, and transformation efforts, ensuring alignment, transparency, and stakeholder confidence,

Represent Service Applications in cross functional governance forums, planning sessions, and transformation initiatives, influencing outcomes beyond direct reporting lines,