Global ServiceNow & ITSM Excellence Lead

Sii Poland; Poznań; On-site; PLN 320,000 - 520,000; Full time

Benefits offered by this job

Great Place to Work

Profit sharing

Medical care

Centre trainings

Open management

Job summary

Sii Poland is leading a strategic role for an international healthcare-focused organization undergoing large-scale service management transformation. You will shape enterprise-wide ITSM and ESM processes and govern platform usage to drive operational excellence in a regulated life sciences environment.

As Head of IT Service Management, you will collaborate with global technology and business stakeholders to set standards, measure performance, and deliver measurable business outcomes through

Qualifications

• 10+ years hands-on ServiceNow experience in large, international environments.
• Strong knowledge of service management frameworks, governance, and compliance for life sciences.
• Experience designing governance structures, performance metrics and improvement programs.
• Experience with catalog management, configuration/asset management, knowledge, reporting, and workflow automation.

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 across teams.
• Develop service performance metrics, reporting frameworks and roadmaps.
• Partner with platform/architecture teams to enable services via ServiceNow.

Skills

ITSM Leadership

ServiceNow

Governance

Stakeholder mgmt

English fluency

Tools

CMDB

Discovery

Service Mapping

Job description

Sii Poland is leading a strategic role for an international healthcare-focused organization undergoing large-scale service management transformation. You will shape enterprise-wide ITSM and ESM processes and govern platform usage to drive operational excellence in a regulated life sciences environment.

As Head of IT Service Management, you will collaborate with global technology and business stakeholders to set standards, measure performance, and deliver measurable business outcomes through