Service Request & Problem Management Process Owner

Rolls-Royce Group Business Services (GBS) Poland is a centre of excellence for key business functions including People, Procurement and Finance Services. Based in Kraków, it supports global operations by connecting with teams worldwide and providing opportunities for growth and skill development in a global environment.

• 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.

• 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.