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

Technologies we use

Expected

• Microsoft 365
• ServiceNow
• IT Service Management (ITSM)
• ITIL
• CMDB (Configuration Management Database)
• CSDM (Common Service Data Model)

About the project

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 responsibilities

• 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

Our 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

Optional

• Experience in pharmaceutical, biotechnology, or healthcare environments

What we offer

• Great Place to Work since 2015 - it’s thanks to feedback from our workers that we get this special title and constantly implement new ideas
• Employment stability - revenue of PLN 2.1BN, no debts, since 2006 on the market
• We share the profit with Workers - over PLN 76M has already been allocated for this aim since 2022
• Attractive benefits package - private healthcare, benefits cafeteria platform, car discounts and more
• Comfortable workplace – class A offices or remote work
• Dozens of fascinating projects for prestigious brands from all over the world – you can change them thanks to Job Changer application
• PLN 1 000 000 per year for your ideas - with this amount, we support the passions and voluntary actions of our workers
• Investment in your growth – meetups, webinars, training platform and technology blog – you choose
• Fantastic atmosphere created by all Sii Power People

Recruitment stages

• Send your CV
• Talk to us about your expectations
• Learn more about our projects and choose the best
• Start your adventure with Sii!

Sii Sp. z o.o.

Sii is the leading technology consulting, digital transformation, engineering, and business services vendor in Poland. We already employ more than 7 300 professionals and implement projects in a variety of industries for clients from many countries around the world. The Great Place to Work title, won 10 times in a row, proves that at Sii, we create a friendly work environment.

Sii ensures that all employment-related decisions are made solely on the basis of qualifications and competencies. We are committed to equal treatment of all individuals, regardless of any protected characteristics, and promoting a diverse and inclusive work environment.

This is how we work