IT Service Management Process Specialist III

Applied Medical; Rancho Santa Margarita (CA); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Education reimbursement

401(k) with match

Generous vacation & holidays

On-campus wellness

Mentorship & training

Job summary

Applied Medical is seeking an IT service management process specialist III to lead ITIL process development and continuous improvement across its global operations. You will partner with incident, change, and service transition teams to advance ITSM practices and drive efficiency.

The role requires five years in ITSM/IT operations, familiarity with Prince2/PMP/Agile, and strong stakeholder communication across international teams.

Qualifications

• Strong knowledge of ITIL principles and service management frameworks.
• Experience configuring and improving IT service management tools, especially ServiceNow.
• Familiarity with project management methodologies: Prince2, PMP, and Agile.

Responsibilities

• Develop, implement, and maintain IT service management processes (incident, change, problem) per ITIL best practices.
• Lead improvement initiatives to optimize IT service delivery across IT operations.
• Collaborate with IT and business teams across US, APAC, and Europe to align ITSM processes globally.
• Build stakeholder relationships, identify risks, and drive adoption of ITSM changes.
• Configure and enhance ServiceNow functionality to improve service quality and automation.

Skills

ITIL principles

Project management methodologies

Communication

Leadership

English proficiency

Education

Bachelor's degree in IT / CS or related

Tools

ServiceNow

Job description

Applied Medical is a new generation medical device company with a proven business model and commitment to innovation fueled by rapid business growth and expansion. Our company has been developing and manufacturing advanced surgical technologies for over 35 years and has earned a strong reputation for excellence in the healthcare field. Our unique business model, combined with our dedication to delivering the highest quality products, enables team members to contribute in a larger capacity than is possible in typical positions.

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.

Equal Opportunity Employer

Applied Medical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), or sexual orientation, or any other status protected by federal, state or local laws in the locations where Applied Medical operates.