Global ITSM & ServiceNow Process Excellence Lead

Sii Poland; Kraków; On-site; PLN 270,000 - 480,000; Full time

Benefits offered by this job

Great Place to Work

Profit sharing

Medical care

Regular integration events

Job summary

Sii Poland is seeking an experienced ITSM leader to drive enterprise-wide service management transformation for an international healthcare-focused organization. You will govern ITSM/ESM practices, collaborate with global stakeholders, and ensure ServiceNow enables scalable governance and performance improvements.

The role requires deep expertise in ITSM, ServiceNow, and GxP-compliant environments, with a track record of delivering measurable business outcomes in regulated contexts.

Qualifications

• Minimum 10 years of hands-on experience with the ServiceNow platform, including service management, governance, and leadership in international environments.
• Familiarity with GxP-regulated life sciences environments and compliance requirements.

Responsibilities

• Lead the development and continuous improvement of global ITSM and Enterprise Service Management practices with alignment to business and compliance objectives.
• Define and govern service management standards, processes, policies, and performance frameworks across the organization.
• Drive process excellence initiatives with clear ownership, accountability, and governance structures.
• Build and lead a high-performing ITSM capability, fostering collaboration across teams.
• Develop service performance metrics, reporting frameworks, and improvement roadmaps to enhance service quality and user experience.
• Partner with platform, architecture, and technology teams to enable service management through ServiceNow solutions.
• Act as a trusted advisor to senior leadership on service management strategy and transformation initiatives.

Skills

ITSM leadership

ServiceNow

Governance

Stakeholder management

GxP compliance

CMDB & Service Modeling

Tools

ServiceNow

Discovery & Service Mapping

CMDB management

Job description

Sii Poland is seeking an experienced ITSM leader to drive enterprise-wide service management transformation for an international healthcare-focused organization. You will govern ITSM/ESM practices, collaborate with global stakeholders, and ensure ServiceNow enables scalable governance and performance improvements.

The role requires deep expertise in ITSM, ServiceNow, and GxP-compliant environments, with a track record of delivering measurable business outcomes in regulated contexts.