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Offer summary
(Summary generated by AI based on the full job description)
The project focuses on managing Service Request, Case, Incident, and Problem Management processes across all ServiceNow modules and service towers. Key requirements include experience in service management, knowledge of ITIL/ESM, and hands-on experience with ServiceNow modules, including automation, AI, and chatbot integration. Responsibilities cover defining and maintaining standards, SLA monitoring, root cause analysis, and driving “shift-left” initiatives to optimize workflows and service quality. The offer includes an annual bonus, private healthcare, group insurance, subsidies for glasses, Multisport, PPK contributions, and a flexible work model.
Service Request & Problem Management Process Owner
Company: Rolls Royce
from: 16 June 2026
to: 16 July 2026
salary not specifiedcontract of employment (full-time)
Offer parameters
level:mid
working mode:hybrid
Kraków, Grzegórzki
Requirements
Operating system
Windows
Our requirements
- 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.
Your responsibilities
- 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.
What 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 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)
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.
Group Business Services (GBS) Poland is a critical part of the Rolls-Royce ecosystem.
As a centre of excellence for key business functions including People, Procurement and Finance Services among others, GBS plays an essential role in keeping our global operations running smoothly and efficiently. Based in Kraków, we connect with teams across the world, giving our people opportunities to grow, build networks and develop the soft skills that come from working in a truly global environment.
Service Request & Problem Management Process Owner
I apply to:
Rolls Royce
Kraków, Grzegórzki
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