IT Service Management & Integration Lead

Envista Holdings Corporation•Brea, CA

2d•$142,800 - $174,500•Onsite

About The Position

The IT Service Management & Integration Lead is responsible for providing strategic partnership, governance, operational oversight, and continuous improvement for the enterprise IT Service Management function and Employee Experience ecosystem. This role serves as the platform backbone for employee support, ensuring that technology services are delivered through standardized, measurable, and continuously improving processes that drive operational excellence and business value. As a core member of the Global IT Service Delivery and Employee Experience team, the ITSM & Integration Lead is critical in establishing the vision, strategy, governance framework, and prioritization model for the ITSM function and platform while enabling service delivery teams to achieve superior outcomes. In partnership with Senior Leadership, this role creates the structure, accountability, and operating model necessary to maximize team effectiveness, improve employee satisfaction, and enhance service performance across the enterprise. The ITSM & Integration Lead has accountability for ITSM, Employee Experience, Process Excellence, and Platform optimization and is responsible for creating the connective tissue between service delivery towers, ensuring seamless workflows, integrated processes, automation, reporting, and end-to-end service visibility. Success in this role is measured by the ability to enable teams, improve employee experience, drive service quality, accelerate process maturity, and establish a culture of continual service improvement.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field or 10+ years of progressive IT leadership experience in IT Service Management, Service Delivery, Employee Experience, or Digital Workplace functions
5+ years of experience managing enterprise-scale service management platforms across global teams
Proven experience leading ITSM transformation, platform modernization, and process improvement initiatives
Strong experience implementing and governing ITIL-based service management practices
Experience operating within complex multi-vendor or SIAM-based service delivery environments
Demonstrated success leading organizational change and service excellence programs
Strong knowledge of ITIL, ITSM, SIAM, Service Operations, and Digital Employee Experience practices
Must reside within a commutable distance to Brea, CA. This position is based on site and requires four days per week.

Nice To Haves

ITIL Expert, ITIL Managing Professional, or ITIL Master certification
Deep expertise in ITSM platforms (ServiceNow preferred)
Experience with workflow automation, service analytics, reporting, and platform governance
Strong business acumen with the ability to align technology services to business outcomes
Exceptional stakeholder management, communication, and executive presentation skills
Ability to influence across organizational boundaries and drive enterprise-wide adoption of standards and practices
ServiceNow certifications and platform leadership experience
Lean, Six Sigma, Agile, or Continuous Improvement certifications
Experience supporting global enterprise environments

Responsibilities

Work with the Platform Lead to define and execute the enterprise ITSM platform strategy, roadmap, and operating model
Establish governance, standards, policies, and best practices for ITSM processes and platform capabilities
Own platform prioritization, investment planning, lifecycle management, and continuous optimization
Drive further adoption of ITIL, ITSM, SIAM, and industry best practices across the organization
Ensure platform scalability, reliability, compliance, and alignment with business objectives
Champion employee-centric service delivery practices that improve satisfaction, productivity, and engagement
Work with the Director to develop and maintain the Employee Experience strategy across all support channels and services
Leverage Voice of the Customer (VoC), surveys, analytics, and feedback mechanisms to identify improvement opportunities
Partner with business leaders to understand employee needs and translate them into service improvements
Drive initiatives that reduce employee effort and improve overall digital workplace experiences
Serve as the Service Integration and Management (SIAM) integration layer across service delivery towers
Design and govern cross-functional workflows, service handoffs, escalation paths, and operational dependencies
Establish common service management standards, automation frameworks, and workflow governance
Ensure seamless collaboration between Service Desk, End User Computing, Global Field Services, Operational Technology, Infrastructure, Security, and other technology teams
Create end-to-end visibility into service performance and employee experience metrics
Own enterprise ITSM processes including Incident, Major Incident, Request, Change, Problem, Knowledge, Service Catalog, Asset, Configuration, and Service Level Management
Drive process maturity assessments and continual service improvement initiatives
Identify opportunities for workflow optimization, automation, self-service adoption, and operational efficiency
Establish measurable improvement objectives and track performance outcomes
Work with the Platform Lead to provide leadership and oversight for day-to-day ITSM platform operations
Ensure platform availability, performance, data quality, governance, and operational health
Establish KPI, SLA, XLAs, and experience measurement frameworks in partnership with the Director
Develop executive dashboards and reporting that provide actionable insights into service performance and employee experience
Utilize analytics and data-driven decision making to improve service outcomes
Coach and mentor individual contributors to maximize performance
Remove organizational obstacles and empower teams to execute effectively
Foster strong partnerships across IT, business functions, and external service providers