Senior Manager, IT Service Management

Integer Holdings Corporation

19h•Remote

About The Position

Integer fosters a culture unified by values such as Customer focus, Innovation, Collaboration, Inclusion, Candor, and Integrity, which are embedded in all company operations. The Senior Manager, IT Service Management will be responsible for owning and governing the ITSM practice design and operating model, ensuring alignment with ITIL best practices and consistent application across the enterprise. This role involves overseeing Incident, Change, and Problem Management, leading SOX ITGCs audit readiness, governing ITSM data, knowledge, and CMDB integrity, defining KPIs for continual improvement, and enabling IT modernization. Additionally, the position includes providing functional leadership to ITSM practice roles. Integer Holdings Corporation (NYSE: ITGR) is a leading medical device contract development and manufacturing organization (CDMO) globally, serving the cardiac rhythm management, neuromodulation, and cardio and vascular markets. As a strategic partner to medical device companies and OEMs, Integer is dedicated to enhancing patient lives worldwide through innovative, high-quality products and solutions.

Requirements

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

Nice To Haves

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

Responsibilities

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