Executive Director, IT Service Management

Labcorp is seeking an Executive Director IT Service Management to join our team at our Durham NC location.

Location: Burlington NC or Durham NC.

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 fulltime 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.

Job Responsibilities

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 ITILaligned 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 executivelevel 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 postincident reviews and longterm 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 datadriven insights.

Service Desk & Tier 1 Operations

• Lead enterprise Service Desk strategy and performance.
• Advance AIenabled support capabilities including automated agents selfservice knowledge and workflow enhancements.
• Oversee Level 1 support for core employeefacing services.
• Modernize operations center functions through automation and AIdriven 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 highperforming ITSM and service delivery teams.

Minimum Qualifications

• Bachelors 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 AIenabled service delivery and datadriven operational improvements.

Preferred Qualifications

• 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 largescale enterprise environments.

Skills & Competencies

• Executivelevel communication and stakeholder engagement capabilities.
• Strong governance discipline paired with pragmatic decisionmaking.
• Understanding of service architecture data models and integrations.
• Ability to lead through influence across federated and crossfunctional teams.
• Strategic mindset with handson operational leadership capability.

Additional Job Standards

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 businessaligned IT services across the organization.

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

Benefits:Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical Dental Vision Life STD/LTD 401(k) Paid Time Off (PTO) or Flexible Time Off (FTO) Tuition Reimbursement and Employee Stock Purchase regularly scheduled to work less than 20 hours Casual Intern and Temporary employees are only eligible to participate in the 401(k) who are regularly scheduled toworka 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information pleaseclick here.

Labcorp is proud to be an Equal Opportunity Employer:

Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race religion color national origin sex (including pregnancy childbirth or related medical conditions) family or parental status marital civil union or domestic partnership status sexual orientation gender identity gender expression personal appearance age veteran status disability genetic information or any other legally protected characteristic. Additionally all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.

We encourage all to apply

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