ServiceNow Service Process Excellence Lead (f/m/x)

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

Join a project for an international healthcare-focused organization undergoing large-scale service management transformation. In this strategic leadership role, you will be responsible for shaping and governing enterprise-wide service management processes, driving operational excellence, and ensuring the effective use of a leading workflow and service management platform. You will collaborate with technology and business stakeholders globally to establish consistent standards, improve service quality, and deliver measurable business outcomes across a complex and regulated environment.

Your tasks

• Lead the development and continuous improvement of global IT Service Management (ITSM) and Enterprise Service Management (ESM) practices, ensuring alignment with business, compliance, and operational objectives
• Define and govern service management standards, processes, policies, and performance frameworks across the organization
• Drive process excellence initiatives, establishing clear ownership, accountability, and governance structures for service management activities
• Build and lead a high-performing ITSM capability, fostering collaboration, stakeholder engagement, and continuous improvement across teams
• Develop service performance metrics, reporting frameworks, and improvement roadmaps to enhance service quality, efficiency, and user experience
• Partner with platform, architecture, and technology teams to ensure service management processes are effectively enabled through scalable and sustainable ServiceNow solutions
• Act as a trusted advisor to senior leadership, providing strategic direction on service management, operational maturity, governance, and transformation initiatives

Requirements

• Minimum 10 years of hands-on experience with the ServiceNow platform, including service management, operational excellence, enterprise platform governance, technology transformation initiatives, and leadership experience in complex international environments
• Strong understanding of modern service management frameworks, governance models, and best practices, with practical knowledge of GxP-regulated environments and quality/compliance requirements applicable to life sciences and pharmaceutical organizations
• Proven experience designing process governance structures, performance measurement frameworks, and continuous improvement programs
• Practical knowledge of service catalog management, configuration and asset management, knowledge management, reporting, analytics, and workflow automation capabilities
• Strong expertise in CSDM architecture and the ability to ensure that CMDB design, service modeling, Discovery, Service Mapping, data relationships, and ownership patterns support the intended enterprise service model and governance framework
• Fluent English communication skills and the ability to collaborate effectively with senior stakeholders across global teams

Nice to have

• Experience in pharmaceutical, biotechnology, or healthcare environments

Job no. JOB-4P7PQ

Sii ensures that all hiring decisions are made solely on the basis of qualifications and competence. We are committed to equal and fair treatment of all, regardless of legally protected characteristics. At Sii, we promote a diverse and inclusive work environment, in full compliance with applicable anti-discrimination laws.

Benefits For You

• Great Place to Work
• Solid financial situation
• Contracts with the biggest brands
• Centre of internal trainings
• Many experts you can learn from
• Open and accessible management team
• Profit sharing
• Passion Sponsorship program
• Regular integration events and trips
• Comfortable and well-equipped offices
• MySii app
• Medical care