ServiceNow Service Process Excellence Lead

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.

Your tasks

• 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

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

Nice-to-have requirements

• Experience in pharmaceutical, biotechnology, or healthcare environments