Service Request & Problem Management Process Owner

Job Description

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. 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 >

  Job Category

  Service Management

  Posting Date

  16 May 2026; 00:05