Service Request & Problem Management Process Owner

Job description

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,...