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Senior Manager, IT Service Management
Integer Holdings Corporation. Owns and governs the ITSM practice design and operating model aligned to ITIL best practices.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Owns and governs the ITSM practice design and operating model aligned to ITIL best practices.
- Establishes and maintains ITSM governance cadence, forums, and decision rights.
- Ensures consistent application of ITIL processes across the enterprise.
- Serves as the senior escalation point for ITSM process exceptions and risks.
- Oversees Incident, Change, and Problem Management practices, ensuring risk-based decision-making, timely remediation, and effective root cause analysis.
- Provides oversight of the Change Control Board (CCB) and is accountable for enterprise change governance, approval decisions, and change outcomes.
- Ensures change activity supports service availability, information security, and business continuity objectives.
- Leads SOX IT General Counsels (ITGCs) audit readiness for the IT organization.
- Responsible for defining and enforcing evidence standards, documentation requirements, and audit artifacts.
- Owns ITSM data and knowledge governance, including CMDB and service model integrity.
- Defines and owns ITSM KPIs, performance metrics, and dashboards.
- Partners with IT leadership to define and track IT modernization metrics.
- Provides functional leadership to ITSM practice roles, including mentorship and development of ITSM leaders and practitioners.
Requirements
What you’ll need- Bachelor’s degree in computer science, Information Technology, or a related field.
- Minimum of 10 years of experience in IT Service Management, IT Operations, or IT Governance.
- Strong working knowledge of ITIL practices (ITIL v3 or v4).
- Demonstrated experience with Incident Management, Change Management, Problem Management, and CMDB governance.
- Strong working knowledge of SOX ITGCs or regulated IT controls.
- Experience defining and operating metric-driven governance models.
- Ability to lead through influence across technical and non-technical teams.
- ITIL certification (Intermediate, Managing Professional, or equivalent) preferred.
- Experience in leading IT organization-wide SOX Compliance Readiness for ITGCs preferred.
- Experience supporting large-scale IT modernization or transformation initiatives preferred.
- Experience partnering with Internal Audit, Security, and Compliance teams preferred.
- Strong executive communication and facilitation skills preferred.
Benefits
Comp & perks- Comprehensive benefits package with immediate eligibility including medical, dental, vision, disability, life insurance, and adoption benefits.
- Parental leave is available after one year.
- Optional employee-paid programs include supplemental life insurance, critical illness, hospital indemnity, and accident insurance.
- 401(k) plan with company matching contributions.
- 80 hours (10 days) of company designated holidays per year plus an annual allotment of paid time off.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITILIncident ManagementChange ManagementProblem ManagementCMDB governanceSOX ITGCsmetric-driven governanceIT modernizationperformance metricsroot cause analysis
Soft Skills
leadershipmentorshipinfluencecommunicationfacilitation
Certifications
ITIL certificationITIL v3ITIL v4