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Offer summary
(Summary generated by AI based on the full job description)
The project focuses on service management transformation for an international healthcare organization. Key stack includes ServiceNow and related areas: CSDM, CMDB, Discovery and Service Mapping. Responsibilities include shaping and governing global ITSM/ESM practices, defining standards and policies, implementing governance and performance metrics, and driving process improvement initiatives. Accountable for building ITSM capability, collaborating with stakeholders, enabling platform solutions and providing strategic advisory to senior leadership.
from: 17 September 2026
to: 17 October 2026
salary not specifiedB2B contract (full-time)
salary not specifiedcontract of employment
Offer parameters
level:senior
working mode:remote • hybrid • full office
Białystok, Centrum
Requirements
Expected technologies
Microsoft 365
ServiceNow
IT Service Management (ITSM)
ITIL
CMDB (Configuration Management Database)
CSDM (Common Service Data Model)
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
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
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.
This is how we work
ServiceNow Service Process Excellence Lead (f/m/x)
I apply to:
Sii Sp. z o.o.
Białystok, Centrum
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