Service Request & Problem Management Process Owner

Rolls-Royce; Kraków; Hybrid; PLN 279,000 - 424,000; Full time

Benefits offered by this job

Annual bonus

Private healthcare (LuxMed)

Life insurance

Glasses subsidy PLN 600

Internet allowance

Hybrid work

Office in Krakow

Job summary

Rolls-Royce in Krakow is seeking a Service Request & Case Management Process Owner to design, govern, and continuously improve GBS ticket processes across ServiceNow. You will lead shift-left initiatives, embed self-service, GenAI chatbots, and knowledge content to reduce ticket volume and improve first-contact resolution.

The role requires 5+ years in service management, strong ITIL/ESM background, and proven ServiceNow expertise across request, case, and problem modules.

Qualifications

• 5+ years of experience in service management, GBS operations, or shared services.
• Proven ServiceNow optimisation (not just usage).
• Experience reducing demand via shift-left, automation, and self-service.
• Ability to influence across towers without direct authority.
• Evidence of data-driven change and cross-regional transformation.

Responsibilities

• Own and govern Service Request, Case, and Problem Management across ServiceNow modules.
• Define and maintain process standards, workflows, and policies.
• Monitor SLA performance and identify root causes of issues.
• Lead problem management with timely RCA and preventive actions.
• Collaborate with service towers to ensure proper ticket routing and resolution.
• Partner with IT/Transformation to align with the ServiceNow roadmap.

Skills

Service management

Data analysis

Cross-functional collaboration

Influence without authority

Education

ITIL v4

ServiceNow Process Owner

Problem Management Specialist

Tools

ServiceNow

GenAI

Job description

Service Request & Case Management- Process Owner

Full Time / Hybrid

Krakow / Cracow

Why join Rolls-Royce?

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.

By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.

Job summary:

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.

What You will be doing:

• 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.

The successful candidate will demonstrate:

• Proven ownership of global process frameworks in a GBS or shared service environment
• Demonstrated ServiceNow optimisation (not just usage)
• Evidence of reducing demand (shift-left, automation, self-service)
• Ability to influence across towers without direct authority

Candidates are expected to provide clear evidence of:

• Example of reducing ticket demand through shift-left / automation
• How you used data to identify systemic issues and drive change
• A transformation you led across multiple regions or functions
• 5+ years of experience in service management, GBS operations, or shared services.
• Strong background in Request 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 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