Global ServiceNow Process Excellence Lead

Sii Poland; Toruń; On-site; PLN 260,000 - 600,000; Full time

Benefits offered by this job

Great Place to Work

Medical care

Centre of internal trainings

Profit sharing

Open management

Job summary

Sii Poland is seeking a strategic leader to shape and govern enterprise-wide IT Service Management across a global, regulated healthcare environment. This role focuses on driving operational excellence and ensuring effective use of a leading ServiceNow platform.

You will collaborate with global stakeholders to establish standards, metrics, and roadmaps, build a high-performing ITSM capability, and advise senior leadership on transformation initiatives.

Qualifications

• Minimum 10 years of hands-on ServiceNow experience in global, regulated environments.
• Strong knowledge of service management frameworks and governance in life sciences/pharma.
• Experience designing governance structures, performance metrics and improvement programs.
• Knowledge of service catalog, CMDB, Discovery, Service Mapping, data relationships, workflows.
• Fluent English and ability to collaborate with senior stakeholders globally.

Responsibilities

• Lead global ITSM and ESM practices and ensure alignment with objectives.
• Define and govern service management standards, processes, policies, and KPIs.
• Drive process excellence with clear ownership and governance.
• Build and lead a high-performing ITSM capability across teams.
• Develop metrics, reporting, and roadmaps to improve service quality.
• Partner with platform and tech teams to enable processes via ServiceNow.
• Advise senior leadership on governance and transformation.

Skills

ServiceNow

ITSM Leadership

Stakeholder collaboration

Governance frameworks

Job description

Sii Poland is seeking a strategic leader to shape and govern enterprise-wide IT Service Management across a global, regulated healthcare environment. This role focuses on driving operational excellence and ensuring effective use of a leading ServiceNow platform.

You will collaborate with global stakeholders to establish standards, metrics, and roadmaps, build a high-performing ITSM capability, and advise senior leadership on transformation initiatives.