Manager, ServiceNow ITSM Operations & Process Governance

About the role

Lead the transformation of enterprise service management by shaping the future of service delivery across a global enterprise. This high‑impact leadership role focuses on moving from reactive ticket resolution to an automated, AI‑driven, experience‑focused service model.

Key responsibilities

• Govern and continuously improve ITSM processes such as Incident, Problem, Change, Major Incident, SLA governance and service performance reporting.
• Partner with senior technology and business leaders to increase service reliability, reduce recurring incidents and improve change success rates.
• Drive adoption of self‑service, automation, virtual agents and AI to enhance employee experience.
• Provide trusted operational insights and build scalable governance frameworks for global consistency.

Required profile

• Significant experience leading IT Service Management in large, complex enterprises.
• Proven track record of enterprise‑wide transformation, governance and continuous improvement initiatives.
• Strong stakeholder management and ability to influence senior leaders.
• Deep understanding of ITIL principles with certification.

Required skills

• ServiceNow ITSM (process optimization, workflow automation, reporting, performance analytics, self‑service, knowledge management, AI capabilities, virtual agents).
• Incident, Problem, Change, Major Incident and Service Level Management.
• ITIL certification.
• ServiceNow certifications such as CSA or CIS‑ITSM (preferred).
• Experience with ServiceNow ITOM, CMDB and Asset Management.

What we offer

• Base salary €3,346 – €5,230 per month plus a 13th month salary after six months.
• Meal vouchers fully covered, flexible benefits budget, retail and lifestyle discounts.
• Private kindergarten allowance, flexible working hours and home‑office days.
• Professional development support, language course allowance and wellbeing programs.
• On‑site benefits such as massages, yoga, psychologist, fruits and various events.
• Relocation support with housing allowance for moves to Slovakia.