Global IT Service Management & Process Excellence Lead

Sii Poland; Bydgoszcz; On-site; PLN 260,000 - 360,000; Full time

Benefits offered by this job

Great Place to Work

Centre of internal trainings

Profit sharing

Medical care

Job summary

Sii Poland is seeking an experienced senior leader to shape and govern enterprise-wide IT Service Management (ITSM) and Enterprise Service Management (ESM) in a regulated, global healthcare-focused environment. You will drive operational excellence, standardize processes, and ensure scalable ServiceNow solutions across functions and regions.

In this strategic role, you will collaborate with senior stakeholders to deliver measurable business outcomes, establish governance frameworks, and foster a

Qualifications

• Minimum 10 years of hands-on experience with the ServiceNow platform and ITSM/ESM
• Strong understanding of governance models and quality/compliance in life sciences environments
• Proven experience designing governance structures and continuous improvement programs

Responsibilities

• Lead development and continuous improvement of global ITSM and ESM practices
• Define and govern service management standards, processes, and policies
• Drive process excellence with clear ownership and governance structures
• Build and lead a high-performing ITSM capability and stakeholder engagement
• Develop service performance metrics and improvement roadmaps
• Partner with platform and technology teams to enable processes via ServiceNow
• Act as trusted advisor to senior leadership on service management and transformation

Skills

ServiceNow

ITSM

GxP compliance

CSDM

Stakeholder management

Tools

ServiceNow

Job description

Sii Poland is seeking an experienced senior leader to shape and govern enterprise-wide IT Service Management (ITSM) and Enterprise Service Management (ESM) in a regulated, global healthcare-focused environment. You will drive operational excellence, standardize processes, and ensure scalable ServiceNow solutions across functions and regions.

In this strategic role, you will collaborate with senior stakeholders to deliver measurable business outcomes, establish governance frameworks, and foster a