Global ServiceNow & ITSM Excellence Lead

Sii Poland; Lublin; On-site; PLN 420,000 - 640,000; Full time

Benefits offered by this job

Great Place to Work

Medical care

Profit sharing

Centre of internal trainings

Open management team

Team events

Job summary

Sii Poland is seeking a strategic ITSM leader to shape enterprise service management across a global healthcare‑focused organization. You will govern standards, drive operational excellence, and ensure effective use of ServiceNow in a regulated environment.

You will build a high‑performing ITSM team, define metrics and roadmaps, and partner with platform, architecture, and business units to deliver measurable improvements and governance across global teams.

Qualifications

• 10+ years hands-on experience with ServiceNow and ITSM/ESM leadership in international environments.
• Strong governance models and compliance knowledge for life sciences/pharma settings.
• Proven track record designing governance structures, performance metrics, and improvement programs.

Responsibilities

• Lead development and continuous improvement of global ITSM/ESM practices, aligned with business, compliance and operations.
• Define and govern service management standards, processes, policies, and performance frameworks.
• Drive process excellence initiatives with clear ownership, accountability and governance structures.
• Build and lead a high-performing ITSM capability with cross-functional collaboration.
• Develop service performance metrics, dashboards, and improvement roadmaps to raise quality and user experience.
• Partner with platform/architecture/tech teams to enable ServiceNow solutions at scale.
• Act as trusted advisor to senior leadership on governance and transformation initiatives.

Skills

ITSM leadership

ServiceNow

Governance

Stakeholder mgmt

GxP compliance

English fluent

Tools

ServiceNow platform

CMDB design

Discovery/Service Mapping

Job description

Sii Poland is seeking a strategic ITSM leader to shape enterprise service management across a global healthcare‑focused organization. You will govern standards, drive operational excellence, and ensure effective use of ServiceNow in a regulated environment.

You will build a high‑performing ITSM team, define metrics and roadmaps, and partner with platform, architecture, and business units to deliver measurable improvements and governance across global teams.