Service Request & Problem Management Process Owner

Rolls-Royce • Full-time • Krakow (PL-KR), Poland • 1d ago

Job Description

Why join Rolls-Royce?

What You will be doing:

Own and govern the GBS Service Request Management, Case Management, Incident Management and Problem Management processes across all ServiceNow modules and service towers.
Define and maintain process standards, workflows, and policies, ensuring alignment with GBS and enterprise service management frameworks.
Monitor SLA and service performance, identifying root causes of recurring issues, inefficiencies, or bottlenecks.
Lead problem management practices, ensuring timely root cause analysis, corrective actions, and prevention of repeat incidents.
Partner with service tower leads and regional delivery teams to ensure consistent ticket categorization, routing, and resolution quality.
Collaborate with the ServiceNow platform and automation teams to optimize workflows and enhance the end-user experience.
Drive “shift-left” initiatives leveraging self-service portal, GenAI chatbots, and improved knowledge content to reduce ticket volume and improve first-contact resolution.
Conduct trend and data analysis to identify improvement opportunities and support continuous service performance optimization.
Partner with IT and Transformation leads to ensure integration of process enhancements into the broader ServiceNow roadmap.

Position qualifications:

5+ years of experience in service management, GBS operations, or shared services.
Strong background in Request, Incident, and Problem Management (ITIL or ESM frameworks).
Experience managing ServiceNow environments particularly request, case, and problem modules.
Proven ability to analyze operational data and translate insights into actionable improvements.
Exposure to automation, AI / chatbot, and self-service enablement initiatives.
Demonstrated success in cross-functional collaboration and influencing without direct authority.
Relevant certifications are advantageous: ITIL v4, ServiceNow Process Owner, or Problem Management Specialist.

Analytical and data-driven with a continuous improvement mindset.
Customer-centric with a passion for simplifying and digitizing the user experience.
Confident facilitator who can engage both business and technical teams.

What do we offer:

Private healthcare and group life insurance
Annual bonus
myBenefit platform/subsidy for Multisport cards
Internet and electricity allowance for remote work
Increased funding for the Employee Capital Plans (PPK) program; Rolls-Royce Sp. z o.o. contributes 3% to this program
Additional vacation days based on length of service with the employer
Hybrid work model (2 days in the office / 3 days from home)
Flexible start time between 7:00 AM and 9:00 AM
Work in a modern office located in the Krakow centre – the Unity Tower (ul. Lubomirskiego 20)