Job Description

Whether it's the unique breadth of our integrated offering that covers Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology products; or our commitment to recognizing and rewarding people for the contribution they make - working here isn't like anywhere else.

At Galderma, we actively give our teams reasons to believe in our 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 Galderma’s 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.
• Bachelor’s or Master’s 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.