Process & Service Manager (ITSM)

Location: Warszawa, Poland

Company

hirify.global is a multi-country media organisation.

What you will do

• Own process design, KPIs, SLAs, and governance for Incident, Problem, Change, and Request Management.
• Ensure compliance with ITSM playbooks, including CAB governance, shift-left practices, and early support involvement.
• Conduct process audits and drive continuous improvement across countries.
• Govern hypercare for major changes and releases.
• Own CSDM and service-model governance, including CI classes, relationships, service offerings, and resolving-team mappings.
• Act as the process and data SME for the ServiceNow versus Halo evaluation and subsequent migration, ensuring no loss of data, relationships, or process maturity.

Requirements

• ITIL 4 Foundation certification with practical experience in Incident, Problem, Change, and Request Management.
• Experience with ITSM process governance across multiple countries and teams.
• Strong understanding of CMDB, CSDM, service modelling, and configuration management.
• Experience with process KPIs, SLAs, compliance, and continuous improvement.
• Ability to translate business and process requirements into clear direction for technical platform teams.
• Experience working as a governance or SME lead without being a hands-on platform administrator.

Nice to have

• ServiceNow CIS – Data Foundations or equivalent CSDM experience.
• Familiarity with Halo ITSM and the Service Automation Framework.
• Knowledge of ITIL 4 Service Configuration Management and IT Asset Management.
• Experience with ITSM platform evaluation or migration.

Culture & Benefits

• Work across a multi-country organisation and collaborate with business and technical delivery teams.
• Own the process and data direction while technical teams own implementation.
• Success is measured through improved CMDB/CSDM data quality, service-offering accuracy, process compliance, MTTR, and change success rate.
• Build a robust, migration-ready service and configuration data model.