Strong knowledge of ITIL principles and service management frameworks.
Experience with ServiceNow and ITSM tool improvement.
Familiarity with project management methodologies such as PMP and Agile.
Excellent communication and stakeholder management skills.
Proven leadership in guiding teams through process changes.
Proficiency in English, both written and spoken.
Bachelor's degree in IT or related field, or equivalent experience.
Minimum five years in IT service management or operations.
Responsibilities
Develop and maintain ITSM processes aligned with ITIL best practices.
Lead initiatives to improve IT service delivery across global operations.
Collaborate with teams in the US, Asia-Pacific, and Europe to unify ITSM processes.
Build stakeholder relationships and lead ITSM process adoption.
Enhance ServiceNow functionality to improve service quality.
Oversee service transition activities for compliance and readiness.
Monitor performance metrics and advocate for data-driven ITSM enhancements.
Promote continuous improvement and knowledge sharing as an ITSM expert.
Benefits
Comprehensive benefits package.
Training and mentorship opportunities.
On-campus wellness activities.
Education reimbursement program.
401(k) with discretionary employer match.
Generous vacation accrual and paid holiday schedule.
Full Job Description
Position Description
Applied Medical is seeking an IT service management process specialist III to lead the development, implementation, and continuous improvement of Information Technology Infrastructure Library (ITIL) processes that strengthen IT service delivery across Applied Medical's global operations. Also known as an IT service management (ITSM) process manager or ITIL process specialist, this position acts as a trusted partner to stakeholders across incident management, change management, and service transition, driving process maturity and successful adoption of new ways of working. The IT service management process specialist III identifies improvement opportunities, manages cross-functional relationships, and leads teams through process and organizational change to strengthen Applied Medical's global technology foundation and support operational excellence.
Key Responsibilities
Develop, implement, and maintain IT service management processes, including incident, change, and problem management, in alignment with Information Technology Infrastructure Library (ITIL) best practices.
Lead improvement initiatives that optimize IT service delivery and inform decisions affecting cross-functional IT operations.
Collaborate with IT and business teams across United States, Asia-Pacific, and European offices to align IT service management processes and support global service delivery objectives.
Build stakeholder relationships, identify risks and improvement opportunities, and lead the adoption of ITSM process and organizational changes.
Configure and enhance service management tool functionality, including ServiceNow, to improve service quality, automation, and workflow standards.
Facilitate service transition activities for new and modified services, ensuring readiness and compliance with organizational policies and data protection standards.
Monitor IT service performance metrics and drive data-driven enhancements to ITSM processes and service delivery.
Champion continuous improvement and knowledge sharing across the IT team as a subject-matter expert in IT service management.
Success in This Role Looks Like
Drive measurable improvements in IT service delivery and process efficiency across global operations.
Build trusted partnerships with stakeholders that lead to successful adoption of ITSM process changes.
Ensure consistent, compliant service operations across United States, Asia-Pacific, and European offices.
Strengthen service management tool functionality and automation to support scalable IT operations.
Translate service performance data into actionable improvements that advance organizational goals.
Position Requirements
This Position Requires the Following Skills and Attributes
Strong knowledge of Information Technology Infrastructure Library (ITIL) principles and service management frameworks.
Experience configuring and improving IT service management tools, including ServiceNow.
Familiarity with project management methodologies, including Prince2, Project Management Professional (PMP), and Agile.
Excellent communication, stakeholder management, and organizational skills, with the ability to coordinate tasks across multiple teams.
Proven ability to lead teams through organizational and process change, ensuring clear communication and successful adoption of new ways of working.
Proficiency in English, both written and spoken.
Bachelor's degree in information technology, computer science, or a related field, or equivalent practical experience.
Minimum of five years of experience in IT service management or IT operations.
Preferred
The Following Skills and Attributes Are Preferred
ITIL Foundation certification or higher-level ITIL qualification.
Experience working in an international or multi-site organization.
Knowledge of Lean or continuous improvement methodologies.
Understanding of International Organization for Standardization (ISO) and information security management standards.
Ability to analyze data and performance metrics to support informed process decisions and drive continuous improvement initiatives.
Benefits
Competitive compensation range: $95000 - $135000 / year (California).
Comprehensive benefits package.
Training and mentorship opportunities.
On-campus wellness activities.
Education reimbursement program.
401(k) program with discretionary employer match.
Generous vacation accrual and paid holiday schedule.
Please note that the compensation range may be adjusted in the future, and bonus and incentive compensation plans may apply.
Our total reward package reflects our commitment to employee growth and well-being, as we invest in your development and offer a range of benefits designed to enhance your career and life.
All compensation and benefits are subject to plan documents and written agreements.
