Global ServiceNow Lead: ITSM & Process Excellence

Sii Poland; Białystok; On-site; PLN 360,000 - 520,000; Full time

Benefits offered by this job

Great Place to Work

Medical care

Profit sharing

Centre of internal trainings

Many experts you can learn from

Open and accessible management team

Job summary

Sii Poland is seeking a strategic leader to shape and govern enterprise-wide ITSM and ESM programs, with a strong focus on ServiceNow within a regulated life sciences environment. You will partner with global stakeholders to define standards, drive governance, and deliver measurable improvements in service quality and operational maturity across the organization.

The role requires hands-on leadership, architecture collaboration, and ownership, with experience in CMDB, CSDM, and discovery to

Qualifications

• Over 10 years of hands-on ServiceNow and ITSM experience in international environments.
• Deep knowledge of GxP, quality/compliance in life sciences.
• Proven ability to design governance structures and performance frameworks.
• Experience with service catalog, CMDB, reporting, analytics, and workflows.

Responsibilities

• Lead the development and improvement of global ITSM and ESM practices, aligning with business, compliance, and operations.
• 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 for service management activities.
• Build and lead a high-performing ITSM capability, fostering collaboration and continuous improvement across teams.
• Develop service performance metrics, reporting frameworks, and improvement roadmaps to enhance service quality and user experience.
• Collaborate with platform, architecture, and technology teams to enable service management through scalable ServiceNow solutions.
• Act as a trusted advisor to senior leadership on governance, transformation, and operational maturity.

Skills

ServiceNow

ITSM

GxP compliance

Leadership

ESM

CSDM architecture

Discovery

Service Mapping

Stakeholder alignment

Process governance

Job description

Sii Poland is seeking a strategic leader to shape and govern enterprise-wide ITSM and ESM programs, with a strong focus on ServiceNow within a regulated life sciences environment. You will partner with global stakeholders to define standards, drive governance, and deliver measurable improvements in service quality and operational maturity across the organization.

The role requires hands-on leadership, architecture collaboration, and ownership, with experience in CMDB, CSDM, and discovery to