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

The role is for an international healthcare-focused organization undergoing a large-scale service management transformation, involving complex and regulated environments like life sciences and pharmaceuticals.

• Minimum 10 years hands-on experience with the ServiceNow platform covering service management and enterprise platform governance in complex international settings
• Strong understanding of modern service management frameworks and governance in GxP-regulated environments applicable to life sciences and pharmaceuticals
• Proven experience designing process governance, performance measurement, and continuous improvement programs
• Practical knowledge of service catalog, configuration and asset management, knowledge management, reporting, analytics, and workflow automation
• Expertise in CSDM architecture ensuring CMDB design, service modeling, Discovery, and Service Mapping support enterprise service model and governance
• Fluent English communication skills to collaborate with senior stakeholders globally

Nice to have:

• Experience in pharmaceutical, biotechnology, or healthcare environments

• Lead development and continuous improvement of global ITSM and ESM practices aligned with business, compliance, and operational goals
• 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 fostering collaboration and continuous improvement
• Develop service performance metrics, reporting frameworks, and improvement roadmaps
• Partner with platform, architecture, and technology teams to enable scalable and sustainable ServiceNow solutions
• Advise senior leadership on service management strategy, operational maturity, governance, and transformation

Wyrażam zgodę na przetwarzanie moich danych osobowych zamieszczonych w niniejszym CV przez Sii sp. z o.o. z siedzibą przy Al. Niepodległości 69, 02-626 Warszawa („Sii”) dla celów procesów rekrutacyjnych prowadzonych przez Sii.