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ITIL Process Manager (ServiceNow Platform) Miejsce pracy: Łódź Technologies we use Expected ServiceNow About the project Role Overview We are seeking a Strategic ITIL Process Manager to lead the governance, design, and continuous improvement of IT Service Management (ITSM) processes across the ServiceNow platform. This is not a technical administration or "ticket-handling" role; it is a strategic leadership and governance position. As the "Process Architect," you will define the standards for how IT services are delivered and managed, enforce cross-functional compliance, and ensure that the ServiceNow platform is configured to drive business value through rigorous adherence to the ITIL framework. Your responsibilities 1. Process Governance & Strategy -Service Lifecycle Ownership: Own the end-to-end governance model for core ITIL processes (Incident, Change, Problem, Request, and SACM). Define process boundaries, policies, and standard operating procedures (SOPs). -Strategic Roadmap: Align platform capabilities with the client’s business goals. Determine the roadmap for process maturity and prioritize platform enhancements based on business impact. -Platform Alignment: Ensure all custom and out-of-the-box ServiceNow workflows remain compliant with ITIL best practices and the Common Service Data Model (CSDM). 2. Performance Quality & Compliance -KPI & Metric Management: Establish and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Use ServiceNow Performance Analytics to track process health and efficiency. -Audit & Governance: Proactively identify process bottlenecks, compliance gaps, and "process debt." Orchestrate remediation efforts across various technical and delivery teams. -Executive Reporting: Prepare and present Monthly Service Excellence Reports for the Governance Board, providing actionable insights into trends, risks, and organizational maturity. 3. Stakeholder & Process Leadership -Interface Management: Act as the primary liaison between technical Platform Developers/Architects and business process owners. -Workshop Facilitation: Lead Requirement Gathering and Process Definition workshops to resolve conflicting requirements and drive organizational change management. -Advocacy & Training: Educate stakeholders on the value of ITIL best practices and ensure process adoption across the global organization. 4. Continuous Service Improvement (CSI) -Automation & Optimization: Collaborate with Platform Architects to identify manual tasks within the ITSM lifecycle that can be automated through ServiceNow (e.g., Flow Designer, Virtual Agent). -Maturity Assessment: Regularly assess the maturity of ITIL processes against industry benchmarks and implement improvement plans to reduce lead times and increase service reliability. Our requirements ITIL Mastery: Expert-level understanding of the ITIL framework (v3 or ITIL 4). Certification is mandatory. ServiceNow Platform Expertise: Deep functional knowledge of the ServiceNow ITSM suite. You must understand how the platform should work to guide technical teams effectively. Governance Experience: Proven track record of defining and enforcing IT policies in a complex, multi-vendor environment. Consultative Mindset: Exceptional communication and "push-back" skills—the ability to challenge legacy "ways of working" and advocate for standardized platform governance. Data-Driven Analysis: Proficiency in using platform data to identify patterns and translate them into executive-level strategy. Optional Certifications: ITIL Managing Professional, ServiceNow Certified Implementation Specialist (CIS) in ITSM or SACM. Industry Experience: Background in Telecommunications or large-scale Enterprise IT environments. CSDM Knowledge: Familiarity with the ServiceNow Common Service Data Model and its impact on service reporting. What we offer High Visibility: You will work directly with one of our most significant accounts, shaping the foundation of their digital service strategy. Professional Growth: Opportunity to collaborate with a Center of Excellence (CoE) including Platform Leads and Architects to build a best-in-class ServiceNow ecosystem. Strategic Autonomy: You are empowered to define "the right way" to deliver services, moving the organization from reactive firefighting to proactive management.