Head of GBS Service Management Platform

Key Responsibilities

Platform Strategy & Ownership:

• Define the roadmap for ServiceNow within GBS, ensuring it supports current and future business needs. Ensure delivery jointly with IT
• Act as the global owner of the ServiceNow platform for all GBS processes
• Build the SNOW capability within GBS, acting as a key enabler and sparring partner to the process owners
• Ensure alignment of ServiceNow usage with enterprise architecture, IT strategy, and GBS objectives

Platform enablement & Process Digitalization

• Partner with process owners to design and digitize processes using ServiceNow workflows. Advise on best practices and options to simplify, standardize and automate processes using SNOW
• Drive automation, self-service, and user experience improvements through ServiceNow capabilities. Infuse new capabilities into the organization, such as AI/ML features, automation or reporting options

Change & Adoption

• Drive adoption of ServiceNow capabilities across GBS by promoting use cases, delivering training and building a community of key users
• Define and implement metrics to measure adoption, performance and value created, working closely with the process owners and operations
• Oversee change management for platform-related projects

Stakeholder Management

• Be the owner of all ServiceNow-related topics within GBS
• Engage with IT, GBS leaders and operations, and process owners to ensure roadmap alignment and delivery
• Communicate platform roadmap, value, and changes clearly to stakeholders

Qualification & Requirements

• Completed studies (or similar degree) in Business Informatics, Computer Science or Business Administration
• 5+ years of hands-on experience with ServiceNow
• Proven track record of implementing and scaling ServiceNow across multiple process domains
• Proven track record in delivering complex projects with cross-functional teams
• Track record in working in GBS environment
• ServiceNow certifications preferred (e.g. CSA or implementation specialist)
• Deep expertise in ServiceNow platform architecture, modules, and integrations
• Strong ability to translate business needs into scalable ServiceNow solutions
• Ability to work with global, cross-functional teams in complex stakeholder landscape
• Proven leadership skills to build and manage ServiceNow teams
• Autonomous and solution-oriented working practices
• Fluent business English
• Intercultural competencies and excellent communication skills
• Willingness to travel within projects

Benefits

• Hybrid working mode: We meet in the office once a week. Commuting to work is not problematic as the office is located in the centre of Wrocław and close to transport hubs.
• The starting time is flexible. It’s up to you to decide if you start work at 7 or maybe at 10?
• Holidays in Mallorca, Mazury or at home? We provide our employees with subsidised annual leave.
• Do you love to spend your free time reading books? Great, because we offer unlimited access to the Legimi S.A. library
• Considering improving your Excel skills or taking a photography course? With our Udemy platform funding, you can find training courses and develop yourself in the areas that interest you the most!
• Gym? A climbing wall? A voucher to the Empik or cinema tickets? With the MyBenefit platform there are really many possibilities! You decide!