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Service Request & Problem Management Process Owner page is loaded## Service Request & Problem Management Process Ownerlocations: Krakowtime type: Full timeposted on: Posted Todayjob requisition id: JR6146715## **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.### ### By joining Rolls-Royce, youll 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. The incumbent 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, 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)### *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*## ## **Job Category**Service Management## **Posting Date**09 Jan 2026; 00:01
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