Service Management Transformation Manager

Service Management Transformation Manager

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.

The Service Management Transformation Manager drives the implementation and adoption of ServiceNow across Rolls-Royce GBS service towers, acting as the program manager for multiple ServiceNow-related projects. The role ensures that internal GBS process owners, SMEs, and functional teams are engaged, resourced, and ready to support design, testing, and deployment activities. This position plays a critical role in delivering a unified, digital service experience and enabling standardized, scalable operations across the GBS organization.

Lead the GBS ServiceNow transformation projects, managing scope, schedule, and interdependencies across multiple functional towers (e.g., People, Finance, Procurement).

Serve as the central program manager coordinating internal stakeholders, implementation partners, and IT partners to deliver ServiceNow design, build, and rollout activities.

Ensure GBS teams are ready for participation in workshops, design reviews, testing, and change impact activities.

Partner with tower leads to define business requirements, process designs, and test cases that align with global standards.

Oversee UAT preparation and execution, ensuring quality outcomes and readiness for go-live.

Manage program governance, including steering committee updates, issue/risk tracking, and progress reporting.

Align implementation plans with broader GBS transformation and digitalization strategy.

Drive adoption through training coordination, communications, and change management support.

Monitor post-deployment performance and continuous improvement opportunities within the ServiceNow platform.

5+ years of experience in GBS transformation, service management, or shared services operations.

Proven success leading multi-tower or enterprise service platform implementations, ideally ServiceNow.

Strong understanding of end-to-end GBS processes (HR, Finance, Procurement, etc.) and service management concepts.

Experience coordinating cross-functional and cross-regional teams.

Solid grasp of program management practices (governance, risk, dependencies, vendor management).

Working knowledge of ITIL / service management frameworks is an advantage.

Certifications such as PMP, PRINCE2, ITIL, or ServiceNow Implementation Specialist preferred.

Collaborative, structured, and pragmatic program leader.

Able to balance operational detail with strategic vision.

Strong communication and stakeholder engagement skills, particularly in matrix environments.

Passion for digital enablement and continuous improvement within GBS.

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