Senior ITSM Consultant — ServiceNow & ITIL Excellence

Sii Poland; Poznań; On-site; PLN 180,000 - 270,000; Full time

Benefits offered by this job

Great Place to Work

Centre of internal trainings

Profit sharing

Medical care

Open and accessible management team

Job summary

Sii Poland is seeking experienced ITSM consultants to optimize and standardize ITIL processes for a regulated financial services client in Poland. You will lead process improvements, engage with senior stakeholders, and help operationalize ITIL best practices across Incident, Problem, Change, and Service Request domains.

Strong domain knowledge in ITSM, ITIL lifecycle, and experience with ServiceNow or similar tools is required.

Qualifications

• Minimum 5 years of proven professional experience in IT Service Management (ITSM)
• In-depth understanding of ITIL framework and its process landscape
• Demonstrated experience in IT process management and continuous improvement
• Degree in Information Technology or equivalent experience
• Strong communication and facilitation skills across stakeholder levels
• Business-fluent German (C-level) and fluent English
• Structured, self-driven, solution-oriented working style
• Team orientation with high customer focus
• Ability to understand complex systems quickly
• Residing in Poland required

Responsibilities

• Provide consulting, analysis, and continuous improvement of ITSM processes across core ITIL areas (Incident, Problem, Change, Service Request, Change Enablement)
• Identify process weaknesses and develop sustainable improvements with relevant departments
• Act as interface between operations, service owners, and management stakeholders
• Support introduction and operationalization of ITIL best practices in live environments
• Establish and maintain SLA and KPI reporting for governance and optimization
• Design and deliver workshops, training, and enablement initiatives for support and processes
• Support audits and regulatory requirements within financial services

Skills

ITSM

ITIL

Stakeholder mgmt

Facilitation

Communication

German (C-level)

English

Education

Degree in Information Technology

Tools

ServiceNow

Jira Service Management

HP Service Manager

ITSM tools knowledge

Job description

Sii Poland is seeking experienced ITSM consultants to optimize and standardize ITIL processes for a regulated financial services client in Poland. You will lead process improvements, engage with senior stakeholders, and help operationalize ITIL best practices across Incident, Problem, Change, and Service Request domains.

Strong domain knowledge in ITSM, ITIL lifecycle, and experience with ServiceNow or similar tools is required.