Global ITSM Process Manager

As a global leader in facilities services we connect people and places to make the world work better. Whether directly or indirectly, you’ll play a vital role in supporting our placemakers in delivering exceptional workplace experiences for our customers. Together, we make space for people and businesses to thrive.

Location : Warsaw

Language : English

Main Purpose of the Position :

The Global ITSM Process Manager will be responsible for overseeing IT Service Management (ITSM) processes across the organization, ensuring alignment with business needs and continuous improvement. The role focuses on standardizing, optimizing, and governing ITSM processes, including Incident, Major Incident, Problem, Change, Request, and Catalog Management, with a particular emphasis on Asset Management. The successful candidate will work within Jira and be open to on-call duty for Major Incident Management when required.

What You’ll Do :

• Develop, implement, and govern ITSM processes, ensuring they meet business and operational requirements.
• Lead and drive improvements in Asset Management, ensuring accurate tracking and lifecycle management.
• Participate in Major Incident process, ensuring rapid response and resolution while coordinating with key stakeholders.
• Work with Global and Local IT teams, service desk, and business units to ensure ITSM best practices are adhered to.
• Monitor and measure process effectiveness through KPIs, audits, and continuous improvement initiatives.
• Actively participate with all ITSM cross-Team projects.
• Creating and updating documentation for IT and stakeholders.

Who You’ll Work With :

Key Qualifications :

Why ISS

At ISS, we are more than just a service provider of cleaning, food, workplace and technical services, we are a partner in our customers’ success. By creating exceptional service moments and transforming workplaces into spaces where employees feel valued, engaged and productive, we enhance productivity and help our customers to attract talent and grow their businesses. This begins with our own people through training, career development, and a supportive culture – empowering them to deliver outstanding service. We know that when our people thrive, they create spaces where our customers’ employees and businesses thrive too.