Global ServiceNow & ITSM Process Excellence Lead

Sii Poland; Wrocław; On-site; PLN 300,000 - 420,000; Full time

Benefits offered by this job

Great Place to Work

Centre of internal trainings

Profit sharing

Medical care

Job summary

Sii Poland invites a strategic, senior ITSM leader to shape enterprise-wide service management and governance. You will drive operational excellence, collaborate with global stakeholders, and ensure effective use of a leading workflow platform across regulated life sciences environments.

Your leadership will define standards, drive improvements, and deliver measurable business outcomes. In this role, you will oversee global ITSM/ESM practices, governance structures, and performance metrics,

Qualifications

• 10+ years of hands-on ServiceNow experience in complex international environments.
• Strong understanding of modern service management frameworks and governance models with GxP knowledge.
• Experience designing governance structures, performance metrics, and continuous improvement programs.
• Knowledge of service catalog, CMDB, reporting/analytics, and workflow automation.
• Expertise in CSDM architecture, CMDB design, Discovery, and Service Mapping.
• Fluency in English with ability to engage senior stakeholders.

Responsibilities

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

Skills

ITSM

ServiceNow

Governance

Leadership

GxP compliance

CSDM

CMDB design

Service catalog

Reporting & analytics

Stakeholder management

Tools

ServiceNow

Discovery

Service Mapping

CMDB tooling

Job description

Sii Poland invites a strategic, senior ITSM leader to shape enterprise-wide service management and governance. You will drive operational excellence, collaborate with global stakeholders, and ensure effective use of a leading workflow platform across regulated life sciences environments.

Your leadership will define standards, drive improvements, and deliver measurable business outcomes. In this role, you will oversee global ITSM/ESM practices, governance structures, and performance metrics,