Global ITSM & ServiceNow Excellence Lead

Sii Poland; Warszawa; On-site; PLN 320,000 - 520,000; 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 a strategic ITSM leader to shape enterprise-wide service management in a large-scale transformation. You will govern processes, drive operational excellence, and ensure effective use of a leading workflow platform across global stakeholders.

The role focuses on establishing standards, ownership, and governance, while building a high-performing ITSM capability and delivering measurable business outcomes in a regulated environment. Fluent English is required.

Qualifications

• Minimum 10 years hands-on experience with ServiceNow, ITSM, and leadership in global, regulated environments.
• Strong knowledge of governance models and GxP requirements in life sciences/pharma.
• Proven ability to design governance, performance metrics and continuous improvement programs.
• Hands-on CMDB, Discovery, and Service Mapping with automation experience.
• Fluent English and ability to engage senior stakeholders worldwide.

Responsibilities

• Lead global ITSM and ESM practices, aligning with business, compliance, and operations.
• Define and govern service management standards, processes, policies, and frameworks.
• Drive process excellence with clear ownership and governance structures.
• Build and lead a high-performing ITSM capability across teams.
• Develop metrics, reporting frameworks, and improvement roadmaps.
• Partner with platform and tech teams to enable processes via ServiceNow.
• Advise senior leadership on service management strategy and transformation.

Skills

ServiceNow

ITSM

Leadership

Stakeholder mgmt

Governance

GxP compliance

English fluency

Education

Bachelor's degree in a relevant field

Tools

CMDB design

Discovery

Service Mapping

Job description

Sii Poland is seeking a strategic ITSM leader to shape enterprise-wide service management in a large-scale transformation. You will govern processes, drive operational excellence, and ensure effective use of a leading workflow platform across global stakeholders.

The role focuses on establishing standards, ownership, and governance, while building a high-performing ITSM capability and delivering measurable business outcomes in a regulated environment. Fluent English is required.