ServiceNow Service Process Excellence Lead (f/m/x)

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 a