ServiceNow Service Process Excellence Lead

Quick Facts

• Role: ServiceNow Service Process Excellence Lead

• Focus: Enterprise-wide ITSM/ESM process excellence and ServiceNow enablement in a global healthcare transformation

Description

Lead the development and continuous improvement of global IT Service Management (ITSM) and Enterprise Service Management (ESM) practices. Define and govern enterprise service management standards, processes, policies, and performance frameworks, and drive operational excellence through measurable business outcomes. Ensure ServiceNow solutions effectively enable scalable, sustainable service management and advise senior leadership on governance and transformation initiatives.

Responsibilities

• Lead ITSM and ESM process development and continuous improvement

• Define and govern service management standards, processes, policies, and performance frameworks

• Drive process excellence initiatives with clear ownership, accountability, and governance

• Build and lead an ITSM capability across teams with stakeholder engagement and continuous improvement

• Develop service performance metrics, reporting frameworks, and improvement roadmaps

• Partner with platform, architecture, and technology teams to enable service management via scalable ServiceNow solutions

• Advise senior leadership on service management maturity, operational governance, and transformation

Requirements

• Minimum 10 years of hands-on ServiceNow platform experience, including service management, operational excellence, enterprise platform governance, transformation initiatives, and leadership in complex international environments

• Strong understanding of service management frameworks and governance models, with practical knowledge of GxP-regulated environments and life sciences/pharmaceutical compliance requirements

• 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

• Expertise in CSDM architecture and ensuring CMDB design, service modeling, Discovery, Service Mapping, data relationships, and ownership patterns support the enterprise service model and governance framework

• Fluent English communication and ability to collaborate with senior stakeholders across global teams

Benefits

• Opportunity to lead strategic service management transformation in a complex, regulated international environment

• Drive measurable improvements in service quality, efficiency, and user experience through ServiceNow-enabled processes