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:

• IT Teams (Operations, Development, Infrastructure)

• Service Desk and Support Teams

• IT Leadership (CIOs, IT Directors)

• End-Users and Business Units

• External Vendors and Service Providers

Key Qualifications:

• ITSM experience, with expertise in ITIL frameworks.

• Proficiency in Jira Service Management or similar ITSM tools.

• Knowledge of Asset Management and compliance tracking.

• Experience in ITSM Processes especially in Major Incident Management and on-call availability.

• Ability to drive process improvements and automation.

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.

ISS is a Place to Be You.

Be who you are. Become what you want. Be part of something bigger.

Become more. Become ISS.

How you’ll apply

Apply directly via the link on this page by submitting a cover letter, CV and other relevant documents for the position you are applying for.

We look forward to receiving your application as soon as possible. 

ISS seeks to BE a place of belonging and CREATE places where every person is welcomed, embraced, and valued for exactly who they are. Places where people feel safe, respected, represented, and supported as their authentic selves.