ServiceNow Manager (ITSM)

Hybrid work from Gdańsk Long-term, stable contract of employment (37 000 - 42 000 PLN gross monthly)

About Our Client

We are looking for a SysOps Manager to support the development of a European SysOps function within a global technology organization.

Job Description

• Lead the onboarding of European applications and business units into ServiceNow.
• Understand existing support models and establish appropriate ServiceNow assignment groups, routing and ownership structures.
• Support Incident, Change, Request and Knowledge Management processes in line with ITIL.
• Support the coordination of critical incidents, bringing together relevant technical teams and application owners.
• Work with application teams to create and maintain Confluence documentation and operational runbooks.
• Coordinate activities across application, ITSM, infrastructure and other technology teams.
• Drive adoption of standardized processes and improve operational readiness.
• Identify opportunities for automation, simplification and continuous improvement.
• Take ownership of operational issues and drive activities through to completion.

The Successful Applicant

• Strong practical experience with ServiceNow in an enterprise ITSM environment.
• Good understanding of ITIL / ITSM, particularly Incident and Change Management.
• Experience onboarding applications, teams or business units into ServiceNow or a similar ITSM environment.
• Hands-on knowledge of ServiceNow fundamentals such as assignment groups, incidents, knowledge articles and reporting.
• Experience with CAB and change management processes.
• Strong stakeholder management and cross-functional coordination skills.
• Experience leading initiatives or teams, including through influence without direct authority.
• Ability to work independently and remain hands-on despite the Manager title.
• Working knowledge of cloud and API operations (Azure preferred), and enterprise application integrations.
• ServiceNow System Administrator certification preferred.
• Around 5 years of relevant experience in ServiceNow, ITSM, IT operations or service delivery. We focus on practical capability rather than a specific number of years.

What's on Offer

• Competitive salary ranging from PLN 37 000 to PLN 42 000 monthly
• Flexible vacation policy, paid holidays, and paid sick time
• Medical Insurance, Dental Insurance, and Vision Insurance
• Company-paid Short-Term and Long-Term Disability Insurance
• Company-paid Group Life insurance