Service Request & Problem Management Process Owner

Rolls-Royce • Full-time • Krakow (PL-KR), Poland • 5h 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:

Annual bonus based on financial results and employee performance evaluation.
Employer financed private healthcare at LuxMed for employees. Additional packages can be purchased.
Group life insurance
Subsidy for glasses/contact lenses worn for work, up to the amount of PLN 600 gross, every two years
Subsidy for extra-curricular activities within the cafeteria system on the myBenefit platform/subsidy for Multisport cards, up to the amount of PLN 100 gross per month
Internet and electricity allowance for remote work, in the amount of PLN 100 gross per month
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
Hybrid work model (min. 2 days from office)
Flexible start time between 7:00 AM and 9:00 AM
Work in a modern office located in the Krakow center – the Unity Tower (ul. Lubomirskiego 20)