Service Request & Problem Management Process Owner

Job Description
Service Request & Problem 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.
Candidates should be able to demonstrate clear evidence of:
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
Position qualifications:
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.
Desirable
Exposure to automation, AI / chatbot, and self-service enablement initiatives
ServiceNow University official Certifications:
Welcome to ServiceNow
ServiceNow CSA (Certified System Administrator)
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
Closing Date: 31/08/2026
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Job Category
Service Management
Posting Date
21 Sept 2026; 00:09
Posting End Date
30 Sept 2026