Senior Manager, IT Service Management

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.

At Integer, our values are embedded in everything we do.

Customer

We focus on our customers’ success

Innovation

We create better solutions

Collaboration

We create success together

Inclusion

We always interact with others respectfully

Candor

We are open and honest with one another

Integrity

We do the right things and do things right

Accountabilities & Responsibilities:

ITSM Governance & Operating Model

• 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

Incident, Change, Problem Management

• 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
• Establishes and owns communication standards for change‑related IT communications to ensure clarity, consistency, and stakeholder awareness

SOX ITGCs & Audit Readiness

• Leads SOX IT General Counsels (ITGCs) audit readiness for the IT organization
• Accountable for SOX ITGCs related to ITSM processes
• Defines and enforces evidence standards, documentation requirements, and audit artifacts
• Ensures ongoing audit readiness, remediation tracking, and control effectiveness
• Partners with Internal Audit, Compliance, and Security teams on findings and improvements

Data, Knowledge & CMDB Governance

• Owns ITSM data and knowledge governance, including CMDB and service model integrity
• Ensures data quality, taxonomy, and hygiene across ITSM platforms
• Oversees service and configuration data accuracy to support reporting, risk decisions, and modernization
• Governs knowledge management standards and lifecycle

Metrics, KPIs & Continual Improvement

• Defines and owns ITSM KPIs, performance metrics, and dashboards
• Establishes and manages the Continual Improvement (CI) backlog
• Uses data to identify trends, risks, and improvement opportunities
• Measures and reports ITSM maturity, modernization progress, and operational health

IT Modernization Enablement

• Partners with IT leadership to define and track IT modernization metrics
• Oversees data and reporting related to software lifecycle, including Software EOL roadmaps
• Ensures ITSM processes and data support cloud, security, and platform modernization initiatives

People & Functional Leadership

• Provides functional leadership to ITSM practice roles, including:
  • ITSM Practice & Continual Improvement leadership
  • ITSM Data & Knowledge Governance leadership
• Sets clear accountability, priorities, and outcomes for ITSM sub‑functions
• Mentors and develops ITSM leaders and practitioners

Education & Experience:

Required

• 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 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

Preferred

• ITIL certification (Intermediate, Managing Professional, or equivalent)
• Experience in leading IT organization-wide SOX Compliance Readiness for ITGCs
• Experience supporting large‑scale IT modernization or transformation initiatives
• Experience partnering with Internal Audit, Security, and Compliance teams
• Strong executive communication and facilitation skills

Knowledge & Skills:

• Governance‑driven decision‑making
• Data‑informed leadership
• Calm, credible authority in high‑risk forums
• Continuous improvement mindset
• Ability to balance control with agility

Our total rewards program is designed to attract, retain, and motivate associates to contribute to Integer’s success. Our compensation program includes base salary and a cash-based incentive program supporting our pay-for-performance philosophy. We provide a 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. Employees are immediately eligible to participate in the 401(k) plan with company matching contributions. We provide 80 hours (10 days) of company designated holidays per year plus an annual allotment of paid time off.

U.S. Applicants: Equal Opportunity Employer. In addition, veterans and individuals with disabilities are encouraged to apply.