Global ITSM & ServiceNow Process Excellence Lead

Sii Poland; Katowice; On-site; PLN 260,000 - 380,000; Full time

Benefits offered by this job

Great Place to Work

Solid financial situation

Contracts with the biggest brands

Centre of internal trainings

Many experts you can learn from

Open and accessible management team

Profit sharing

Passion Sponsorship program

Regular integration events and trips

Comfortable and well-equipped offices

MySii app

Medical care

Job summary

Sii Poland is seeking a strategic leader to shape and govern enterprise-wide ITSM and ESM for an international healthcare-focused organization undergoing large-scale service management transformation. You will drive operational excellence and ensure effective use of ServiceNow across global teams.

You will define standards, govern processes, establish metrics, and partner with platform and technology teams to enable scalable ServiceNow solutions while advising senior leadership on transformation

Qualifications

• 10+ years hands-on ServiceNow experience across service management and governance.
• Experience with GxP-regulated life sciences environments.
• Proven ability to design governance structures and performance frameworks.
• Knowledge of service catalog, CMDB, reporting, analytics, and workflow automation.
• Expertise in CSDM, CMDB design, Discovery, Service Mapping, and data relationships.
• Fluent English and ability to collaborate with global senior stakeholders.

Responsibilities

• Lead development and continuous improvement of global ITSM and ESM practices.
• Define and govern service management standards and performance frameworks.
• Drive process excellence with clear ownership and governance structures.
• Build and lead a high-performing ITSM capability across teams.
• Develop service performance metrics and improvement roadmaps.
• Partner with platform/architecture to enable ServiceNow solutions.
• Advise senior leadership on service management strategy and transformation.

Skills

ServiceNow platform

ITSM & ESM governance

GxP compliance

CMDB design & Service Modeling

Discovery & Service Mapping

Stakeholder leadership

Fluent English

Job description

Sii Poland is seeking a strategic leader to shape and govern enterprise-wide ITSM and ESM for an international healthcare-focused organization undergoing large-scale service management transformation. You will drive operational excellence and ensure effective use of ServiceNow across global teams.

You will define standards, govern processes, establish metrics, and partner with platform and technology teams to enable scalable ServiceNow solutions while advising senior leadership on transformation