Service Manager – ServiceNow / Data Management - Tietoevry Tech Services - M/F/D

The Service Manager for ServiceNow / Data Management is responsible for acting as the main contact for customer teams, and ensuring the smooth operation, compliance, and continuous improvement of IT Service Management processes. This role involves planning, incident and change management, risk evaluation, security oversight, and collaboration with both internal and external stakeholders to deliver high-quality IT services.

Key Responsibilities:

• Serve as the primary contact for customer teams.
• Manage changes, incidents, problems and long-term strategies (including PI planning).
• Manage ServiceNow upgrades, patching, and compliance with EU data processing requirements.
• Coordinate with project managers, assignment groups, and other ITSM stakeholders for escalations and prioritizations.
• Lead risk management activities, including risk meetings and process improvements.
• Oversee security processes, including penetration testing, vendor communication, and security improvements.
• Regularly review and update key documentation (security, privacy, business continuity, disaster recovery).
• Conduct privacy risk assessments and participate in Major Incident meetings.
• Responsible for access management.
• Coordinate with ServiceNow vendors and manage support cases.
• Ensure compliance with audits (ISEA 3000) and support audit-related activities.
• Lead and participate in regular meetings (weekly cooperation, platform syncs, project syncs).
• Participate in architecture and process improvement boards, providing feedback and proposing topics.
• Collaborate with business analysts, product managers, release managers, development, integration, and testing teams.

We expect you to have:

• Proven experience in IT Service Management, preferably with ServiceNow.
• Strong coordination and communication skills, with experience working with cross-functional teams and external vendors.
• Knowledge of change management, incident management, and risk management processes (ITIL processes).
• Familiarity with security practices, penetration testing, and compliance requirements (e.g., ISEA 3000, EU data processing).
• Experience with documentation management, audits, and privacy risk assessments.
• Ability to manage multiple priorities, lead meetings, and drive process improvements.
• Experience with automation initiatives and proposing technical solutions is a plus.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.

We offer:

• The contract is for an indefinite period of time. We count on you! ​​ 

• Stay fit and fresh. In Ostrava, use the free fitness facilities in the building, in other locations, do sports with Multisport.

• We'll support you when you're sick. For colleagues who are seriously ill for a long period of time, we contribute to sick pay in excess of the law.  

• 107 CZK meal allowance on top of your salary.  

• Educate yourself. We regularly organise and pay for IT courses, certifications, language training and personal development courses.  

• We contribute from 10 400 CZK per year. You name it. Choose from contributions for pension and life insurance, sports, culture, health, travel or education in the cafeteria. 

• Extra holidays. We have 25 days off plus 2 sick days.  

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#LI-IN1 #LI-Hybride

Tietoevry Tech Services is a leading transformation and managed services provider focusing on Nordic based customers across various industries. With our full scope of digital solutions, including applications, multi-cloud, data-driven services and security, we help businesses to thrive and keep the Nordic societies running. We are a global team of more than 7 000 experts representing over 50 nationalities, delivering services to our customers by combining global capabilities with Nordic proximity. Our annual revenue is approximately EUR 1 billion.

Learn more about us HERE!