Your responsibilities
ITIL Process Leadership:
o Own and continuously improve the ITIL processes across the organization, including Incident Management, Request Fulfillment, Problem Management, Change Management, Knowledge Management, and Configuration Management (CMDB).
o Provide guidance and mentorship to process owners and process managers to ensure best practices and compliance across the service lifecycle.
o Establish governance frameworks, KPIs, and performance monitoring to ensure process efficiency and value delivery.
ServiceNow Governance & Development:
o Act as the internal product owner and functional lead for the ServiceNow platform.
o Ensure the tool supports the organization's operational needs by driving functional development, configuration, and enhancement roadmaps in collaboration with internal teams and vendors.
o Validate new features, customizations, and integrations to align with ITSM best practices.
Vendor & Service Provider Management:
o Collaborate with external IT service providers to ensure the agreed service levels and continuous improvement objectives are met.
o Manage relationships with vendors delivering IT services, contributing to contract negotiation, performance reviews, and escalation handling.
o Align service delivery models between internal teams and external partners to optimize service continuity and value.
Strategic and Operational Support:
o Support IT leadership in defining ITSM strategies, policies, and standards.
o Champion a service-oriented mindset within IT and across the business.
o Promote user satisfaction by continuously analyzing feedback and service performance, leading initiatives for improvement.
Your profile
Education & Certification:
o Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field.
o ITIL v4 Certification (at a minimum; Managing Professional or Strategic Leader modules are a plus).
o ServiceNow certifications (e.g., CSA, CIS-ITSM)
Experience:
o Minimum 5+ years of experience in IT Service Management roles with increasing responsibility.
o Proven experience in designing, implementing, and improving ITIL processes in complex enterprise environments.
o Experience working with ServiceNow configuration, process mapping, customization, and governance.
o Experience collaborating with external vendors and managed service providers, with proven success in relationship management and service governance.
Skills:
o Strong leadership and influencing skills; capable of working across technical and business teams.
o Analytical and structured approach to problem-solving.
o Excellent communication skills (verbal and written), including the ability to articulate complex technical concepts to non-technical audiences.
o Understanding of enterprise IT landscapes, service operations, and business-IT alignment.
Your benefits
- Attractive working conditions and social benefits: work in a big, international high-tech company, induction by a team of experienced professionals, sports cards (MultiSport & CityFit), MyBenefit platform, private medical care, life insurance, co-financing of glasses.
- Talent and development programs aimed at developing technical and soft skills: transparent career paths, training programs, access to training platforms, training budget, foreign languages classes.
- Open door culture - work in international environment, friendly working atmosphere: flexible working hours, possibility of remote work, tk Volunteer team, Sports Team, sports activities funded by company, relocation package (loaction: Gdańsk)
