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

Sii is looking for a ServiceNow Service Process Excellence Lead to join a project for an international healthcare-focused organization undergoing a large-scale service management transformation. In this strategic leadership role, you will shape and govern enterprise-wide service management processes, drive operational excellence, and ensure the effective use of the ServiceNow platform to deliver measurable business outcomes.

Key responsibilities

• Lead the development and continuous improvement of global IT Service Management and Enterprise Service Management practices.
• 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.
• Develop service performance metrics, reporting frameworks, and improvement roadmaps to enhance service quality and user experience.
• Partner with platform and architecture teams to ensure processes are enabled through scalable ServiceNow solutions.

Requirements

• Minimum 10 years of hands-on experience with the ServiceNow platform, including leadership in complex international environments.
• Strong understanding of service management frameworks and governance models, with knowledge of GxP-regulated environments.
• Proven experience designing process governance structures and continuous improvement programs.
• Expertise in CSDM architecture, CMDB design, service modeling, and workflow automation capabilities.
• Fluent English communication skills and the ability to collaborate effectively with senior stakeholders.

What we offer

• Opportunity to lead strategic transformation initiatives within a global healthcare organization.
• Collaborative environment focused on operational excellence and high-performing ITSM capabilities.
• Professional development and the chance to act as a trusted advisor to senior leadership.