Director, Service Management

Job Description

Position Summary

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.

Minimum 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.

Pay Range

$117,665.60 - $171,508.48

ECU Health

About ECU Health

ECU Health is a mission-driven, 1,708-bed academic health care system serving more than 1.4 million people in 29 eastern North Carolina counties. The not-for-profit system is comprised of 13,000 team members, nine hospitals and a physician group that encompasses over 1,100 academic and community providers practicing in over 180 primary and specialty clinics located in more than 130 locations.

The flagship ECU Health Medical Center, a Level I Trauma Center, and ECU Health Maynard Children’s Hospital serve as the primary teaching hospitals for the Brody School of Medicine at East Carolina University. ECU Health and the Brody School of Medicine share a combined academic mission to improve the health and well-being of eastern North Carolina through patient care, education and research.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.