What you will do
Lead the transformation of enterprise service management. We're looking for an experienced IT Service Management leader to help shape the future of service delivery across our global enterprise. This is a high-impact leadership opportunity for someone who thrives on transforming traditional support models into intelligent, automated, and experience-driven services.
As our Manager, ServiceNow ITSM Operations & Process Governance, you'll lead the strategy, governance, and evolution of enterprise ITSM capabilities while partnering with senior technology and business leaders to deliver measurable improvements in service reliability, employee productivity, automation, and digital experience. This is your opportunity to influence how thousands of employees interact with technology every day.
You'll lead the governance, performance, and continuous improvement of enterprise ITSM processes, including: Incident Management, Problem Management, Change Management, Major Incident Management, SLA Governance, and Service Performance Reporting. More importantly, you'll help drive the shift from reactive ticket resolution to a modern service model built around automation, AI, self-service, and proactive service delivery.
Working alongside ServiceNow platform leaders, Digital Workplace teams, Infrastructure, Applications, Cybersecurity, and Enterprise Architecture, you'll identify opportunities to simplify workflows, reduce operational friction, and improve the employee experience.
How you will do it
Increase service reliability and operational performance.
Reduce recurring incidents and avoidable demand.
Improve change success rates and service restoration outcomes.
Expand self-service, automation, and virtual agent adoption.
Strengthen knowledge management and process efficiency.
Deliver trusted operational insights that support executive decision-making.
Build scalable governance frameworks that drive consistency and accountability across global teams.
What we look for
Required
Significant experience leading IT Service Management functions within large, complex enterprise environments.
Proven expertise across Incident, Problem, Change, Major Incident, and Service Level Management.
Strong ServiceNow ITSM experience, including process optimization, workflow automation, reporting, performance analytics, self-service, knowledge management, AI capabilities, and virtual agents.
Track record of leading enterprise-wide transformation, governance, and continuous improvement initiatives.
Strong stakeholder management skills with the ability to influence senior leaders and drive change across complex organizations.
Deep understanding of ITIL principles with certification and service management best practices.
Preferred
ServiceNow certifications such as CSA or CIS-ITSM.
Experience with ITOM, CMDB, Asset Management, and broader ServiceNow platform capabilities.
Our salary and benefits
The initial basic salary for this position will be in the range of 19 000 PLN - 29 690 PLN per month. The final offer will reflect your experience, skills, and qualifications relevant to the role. We are committed to fair, equitable, and gender-neutral pay practices.
The final package will reflect your experience, skills, and qualifications relevant to the role. We are committed to fair, equitable, and gender-neutral pay practices.
About Us
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
We are committed to diversity and inclusion and believe that different perspectives make us stronger. By encouraging open dialogue and valuing individuality, we strive to be one of the most desirable places to work.
#LI-BB1
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Skills Required
- Significant experience leading IT Service Management functions within large, complex enterprise environments.
- Proven expertise across Incident, Problem, Change, Major Incident, and Service Level Management.
- Strong ServiceNow ITSM experience including process optimization, workflow automation, reporting, performance analytics, self-service, knowledge management, AI capabilities, and virtual agents.
- Track record of leading enterprise-wide transformation, governance, and continuous improvement initiatives.
- Strong stakeholder management skills with ability to influence senior leaders and drive change across complex organizations.
- Deep understanding of ITIL principles with certification and service management best practices.
- ServiceNow certifications such as CSA or CIS-ITSM.
- Experience with ITOM, CMDB, Asset Management, and broader ServiceNow platform capabilities.
Johnson Controls Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Johnson Controls and has not been reviewed or approved by Johnson Controls.
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Retirement Support — Retirement support is positioned as a meaningful part of the package through employer 401(k) matching, repeatedly framed as a strong pillar of the overall rewards mix. The matching contribution is described with specific match levels in multiple places, reinforcing perceived value for long-term saving.
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Leave & Time Off Breadth — Time off is presented as comparatively robust, with multiple paid holiday categories, vacation time, and sick time described as generous or “amazing” in places. Paid time off breadth appears to be a consistent contributor to total rewards attractiveness beyond base pay.
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Flexible Benefits — Benefits are described as broad and customizable, spanning standard medical/dental/vision plus optional add-ons like pet insurance, identity protection, and legal support. Tuition reimbursement is repeatedly highlighted as a high-value option supporting professional development.
Johnson Controls Insights
What We Do
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission. Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco®, York®, Metasys®, Ruskin®, Titus®, Frick®, Penn®, Sabroe®, Simplex®, Ansul® and Grinnell®.
