IT Service Management & Integration Lead

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