Manager, ServiceNow ITSM Operations & Process Governance

About the role

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

Key responsibilities

• Lead strategy, governance and evolution of enterprise ITSM capabilities.
• Govern and continuously improve Incident, Problem, Change, Major Incident, SLA and Service Performance processes.
• Drive automation, AI, self‑service and proactive service delivery across the organization.
• Partner with senior technology and business leaders to deliver measurable improvements in reliability, productivity and digital experience.

Required profile

• Significant experience leading IT Service Management in large, complex enterprises.
• Proven expertise across Incident, Problem, Change, Major Incident and Service Level Management.
• Strong stakeholder management and ability to influence senior leaders.
• Deep understanding of ITIL principles with certification.

Required skills

• ServiceNow ITSM platform expertise, including workflow automation, reporting and performance analytics.
• Experience with AI capabilities, virtual agents and self‑service solutions.
• Knowledge of ITIL, ITOM, CMDB and Asset Management.
• ServiceNow certifications such as CSA or CIS‑ITSM (preferred).

What we offer

• Competitive salary €3,346 – €5,230 per month plus 13th month.
• Meal vouchers, flexible benefits budget, retail and lifestyle discounts.
• Private kindergarten allowance, flexible working hours and home‑office days.
• Wellbeing programs: massages, yoga, psychologist, health month, volunteering activities.
• Relocation support with housing allowance for moves to Slovakia.