IT Process Excellence Specialist

Galderma is the emerging pure-play dermatology category leader present in approximately 90 countries. We deliver an innovative science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981 we have dedicated our focus and passion to the human bodys largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin we are in shapes our lives we are advancing dermatology for every skin story.

We look for people who focus on getting results embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all they must be passionate about doing something meaningful for consumers patients and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company we embrace diversity and respect the dignity privacy and personal rights of every employee.

At Galderma we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled direct impact.

Job Title: IT Process Excellence Specialist

Location: Krakow Poland

Based in our new Global IT hub at Unity Tower in Krakow this is an exciting opportunity to join Galdermas growing IT presence in Poland as an IT Process Excellence Specialist.

We are looking for a dynamic collaborative and results-driven IT Process Excellence Manager to lead the governance optimization and performance management of IT Service Management (ITSM) processes across the organization.

This role is critical in ensuring that IT services are delivered in a consistent efficient and measurable way aligned with business needs and strategic objectives. The ideal candidate is a strong process leader with deep expertise in ITSM frameworks governance models and performance analytics.

In this role you will ensure that IT services are aligned with business needs and delivered efficiently.

Key Responsibilities

ITSM Process Governance & Management

• Oversee the end-to-end management of ITSM processes ensuring standardization consistency and alignment with ITIL best practices.
• Define implement and continuously improve ITSM processes across all IT domains (Incident Problem Change Request etc.).
• Ensure process documentation training governance frameworks and operating procedures are maintained and globally adopted.

Performance Monitoring & Reporting

• Define and manage KPIs SLAs and operational metrics to measure IT service performance and process effectiveness.
• Establish robust reporting frameworks to provide transparency on IT performance across all IT functions.
• Analyze data trends and proactively identify improvement opportunities to enhance service quality and user experience.

Cross-Functional Collaboration & Transparency

• Work closely with IT functions (Infrastructure Applications Service Desk Security etc.) to ensure alignment on performance management and process adherence.
• Drive a culture of accountability and transparency across IT through consistent reporting and performance reviews.
• Act as a key interface between IT teams and stakeholders to ensure clarity on service performance and improvement initiatives.

Governance & Stakeholder Management

• Lead and facilitate governance forums aligned with SIAM team (e.g. Service Reviews Problem Review Boards Change Advisory Boards) with IT stakeholders and business partners.
• Ensure clear ownership accountability and follow-up of actions arising from governance meetings.
• Provide executive-level insights and recommendations to support decision-making.

Continuous Improvement & Process Optimization

• Drive continuous improvement initiatives based on data-driven insights and business feedback.
• Identify automation and optimization opportunities to increase efficiency and reduce operational overhead.
• Promote adoption of best practices and innovation in ITSM processes including AI/automation where applicable.

Qualifications and Experience

• Proven experience in IT Service Management (ITSM) Process Excellence or Service Governance roles.
• ITIL certification strongly preferred (e.g. ITIL Intermediate ITIL Expert or ITIL 4 Managing Professional).
• Experience in defining and managing KPIs SLAs and performance reporting.
• Demonstrated ability to drive governance and stakeholder engagement at multiple organizational levels.
• Strong analytical communication and influencing skills.
• Experience working in global cross-functional environments.
• Bachelors or Masters degree in IT Engineering or a related field.

What We Offer:

• A diverse and inclusive work environment that reflects the perspectives of our diverse customer base.
• Competitive compensation package with bonus structure and extended benefits.
• Hybrid work culture.
• Participation in feedback loops to establish a personalized career path.
• A growing company that believes in ownership from day one empowering everyone to grow and take on accountability.