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
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