Director of IT Service Management

At Jack Henry, we’re more than a technology company; we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people-inspired innovation, empowering financial institutions to deliver seamless, secure, and human-centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence, then we’d love to meet you.

We are seeking a Director of IT Service Management to serve as a leader and catalyst for the execution of our multiyear ITSM strategy across our enterprise. This individual will have the advantage of a well-defined strategy and existing support from all levels of our organization, as well as the opportunity to implement their vision for driving adoption. The ideal candidate is an experienced change agent with a mix of technical and business knowledge and an ability to inspire others to do new, big, exciting things. Strong communication skills and a collaborative attitude are essential.

This position can be based to work out of any Jack Henry office or remotely from any US location, with the exception of California. Salary range for this position is $132,000-199,000, depending on candidate experience and geographic location. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.  

What you’ll be responsible for: 

• Strategic Vision & Enterprise Alignment
  • Shape and deliver the enterprise-wide ESM strategy, aligning ServiceNow capabilities with business priorities and measurable outcomes.
  • Define scope, goals, and success measures that advance Jack Henry’s business objectives.
• Transformational Program Leadership
  • Lead the lifecycle of mission-critical programs — from concept and design to deployment and continuous optimization.
  • Inspire teams to deliver scalable, high-quality solutions that enhance user and customer experiences.
• Executive Collaboration & Influence
  • Partner with senior leaders across business, product, and technology functions to co-create solutions and accelerate decision-making.
  • Act as a trusted advisor, translating complex technology capabilities into clear business value.
• Governance & Operational Excellence
  • Establish enterprise operating models, manage budgets and resources, and uphold architecture, compliance, and security standards.
  • Drive continuous improvement with a focus on efficiency, scalability, and long-term sustainability.
• Change Leadership & Adoption
  • Champion organizational change, leading communication and training strategies to foster adoption and maximize platform utilization.
  • Build a culture of service excellence, empowering teams to embrace new ways of working.
• Data-Driven Insights & Innovation
  • Harness data, AI, and analytics to create actionable insights, streamline reporting, and optimize workflows.
  • Drive value realization by connecting platform capabilities to tangible business outcomes.
• May perform other job duties as assigned. 

What you’ll need to have: 

• A minimum of 12 years of experience leading IT teams or organizations, including the driving of large-scale transformations.
• A minimum of 10 years working in large-scale IT organizations.
• A minimum of 3 years of experience working with ServiceNow.
• Experience in public and/or private cloud environments.
• Experience with IT asset management.
• Bachelor's degree.
• Ability to travel up to 15% for business meetings and conferences.

What would be nice for you to have: 

• ITIL Foundation or Expert certification.
• Knowledge of change management methodology.
• Knowledge of Splunk and other tools used in ITSM environment.
• Excellent presentation, time management, and collaboration skills.
• Ability to take initiative and work collaboratively to implement change.
• Master’s degree.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.