Service Request & Problem Management Process Owner
Rolls-Royce
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Benefits offered by this job
Job summary
Rolls-Royce Krakow is seeking a Service Request & Problem Management Process Owner to design, govern, and continuously improve GBS ticket management across ServiceNow. You will drive end-to-end process design, governance, and opportunities to enhance service quality, automation, and self-service, including GenAI chatbots.
You will lead shift-left initiatives and collaborate with regional delivery teams to ensure effective categorization, routing, and resolution, while monitoring SLAs and driving
Qualifications
- Proven ownership of global process frameworks in a GBS/shared service environment.
- Experience optimizing ServiceNow workflows, automation, visibility, reporting, and outcomes.
- Reducing ticket demand through shift-left initiatives, automation, and self-service.
- Able to analyse SLA performance, root cause analysis, ticket trends, and demand insights.
- Experience leading transformation across multiple regions, functions, or towers.
- Influencing stakeholders without direct authority across towers and functions.
- Analytical and data-driven with a continuous improvement mindset.
- Customer-centric with a focus on simplifying and digitizing the user experience.
Responsibilities
- Own and govern the GBS Service Request, Case, and Problem Management processes across ServiceNow modules and service towers.
- Define and maintain process standards, workflows, and policies, aligned with GBS/enterprise frameworks.
- Monitor SLA and service performance; identify root causes of recurring issues, bottlenecks.
- Lead problem management with timely root-cause analysis and corrective actions.
- Collaborate with service tower leads to ensure consistent ticket routing and resolution quality.
- Drive shift-left initiatives with self-service, GenAI chatbots, and improved knowledge content.
- Conduct trend and data analysis to identify improvement opportunities for performance optimization.
- Partner with IT and Transformation to integrate enhancements into the ServiceNow roadmap.
Skills
Education
Tools
Job description
At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.
As a GBS Service Request & Problem Management Process Owner you will be responsible for the end-to-end design, governance, and continuous improvement of GBS ticket management processes across all ServiceNow applications. This role ensures that service requests and problem records are managed efficiently, SLAs are set and met, and opportunities to enhance service quality, automation, and self-service are realized. You will lead initiatives to “shift left” by embedding self-service, GenAI chatbots, and knowledge management capabilities into the GBS operating model.
- Own and govern the GBS Service Request Management, Case 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.
- Proven ownership of global process frameworks in a GBS or shared service environment
- ServiceNow optimisation experience, going beyond basic platform usage to improve workflows, visibility, automation, reporting, and service outcomes
- Reducing ticket demand through shift-left initiatives, automation, self-service.
- Using data such as SLA performance, root cause analysis, ticket trends, demand insights, and operational reporting to identify systemic issues and drive change
- Leading transformation across multiple regions, functions, service lines, or business towers
- Influencing stakeholders across towers and functions without direct authority
- Delivering measurable improvements in service performance, efficiency, user experience, or operational control
- 5 years of experience in GBS Operations or Service Management, with at least 2 years of experience in process owner role for Case/ Service Request, Problem Management
- Strong background in Request and Problem Management (ITIL Foundation certification required)
- Experience managing ServiceNow environments; ServiceNow hands on front-end and back-end experience*: particularly request, case, and problem modules. (*not developer level of experience but business level of experience, understanding how those modules work from both end user and form supporter perspective )
- Catalogue items, workflows and Agent Workspace
- Experience with at least two of the following products:
- Virtual Agent and Employee Center
- HRSD (Human Resources Service Delivery)
- Finance Case Management (FCM)
- S2P (Source To Pay)
- ITSM (IT Service Management)
- Confident facilitator who can engage both business and technical teams.
- Demonstrated success in cross-functional collaboration and influencing without direct authority.
- Proven ability to analyse operational data and translate insights into actionable improvements.
- Analytical and data-driven with a continuous improvement mindset.
- Customer-centric with a passion for simplifying and digitizing the user experience.
- Exposure to automation, AI / chatbot, and self-service enablement initiatives
- ServiceNow University official Certifications:
- Welcome to ServiceNow
- ServiceNow CSA (Certified System Administrator)
- 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 Krakow 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)
Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.
Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.
Please note that all applicants will be subject to Poland right-to- work check as part of the recruitment process
Closing Date: 31/08/2026
Job Category: Service Management
Posting Date: 18 Aug 2026; 00:08
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