Job Description:
Position Summary
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.
Key Responsibilities
ITSM Platform Strategy & Governance
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
Employee Experience Partnership
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
SIAM Integration & Cross-Tower Enablement
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
Process Excellence & Continuous Improvement
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
Platform Operations & Performance Management
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
Leadership Presence & Capabilities
While this role will not have direct people-management responsibilities, the ITSM Lead will have a direct impact on creating a culture of accountability, collaboration, innovation, and continuous learning
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
Job Requirements:
Minimum Qualifications
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.
Preferred Qualifications
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
#LI-CY1
IND123
Target Market Salary Range:
Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.
$142,800 - $174,500
Operating Company:
Corporate
Envista is a global leader in the dental industry, uniting more than 30 trusted brands-including DEXIS, Kerr, Nobel Biocare, and Ormco-under one mission: partnering with dental professionals to improve patients' lives. With a heritage of category-defining innovation, our brands have shaped modern dentistry: Nobel Biocare introduced the first dental implant, Ormco is a pioneer in both traditional and digital orthodontics, DEXIS has long been at the forefront of 2D, 3D and intraoral imaging, and Kerr has supported clinicians for over 135 years. Our high-performing culture is underpinned by our CIRCLe Values and the Envista Business System. Guided by these, we deliver a comprehensive portfolio of technologies, consumables, and services that empower clinicians to provide confident, efficient care-today and for the future. Learn more at http://envistaco.com.
Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.