Service Improvement Manager
Why join Rolls-Royce?
Summary
Key Responsibilities
- Lead and continuously enhance the GBS Service Improvement (SI) framework, embedding Lean Six Sigma principles across service operations.
- Establish and govern SI methodologies, standards, and value tracking to drive measurable business outcomes.
- Strong stakeholder management with the ability to partner with Service Management/Continuous Improvement teams, Global Process Owners, Service Line Leaders and Digital teams to prioritize and deliver high-impact improvement initiatives.
- Work across a complex matrix organization and influence stakeholders across functions, locations and leadership levels.
- Build and develop Lean capabilities through training, coaching, certification, and continuous improvement best practices.
- Govern the end-to-end SI portfolio, ensuring robust pipeline management, governance, accountability, and benefit realization.
- Drive data-led improvements by translating service performance, customer feedback, process maturity, audit findings, and automation opportunities into prioritized initiatives.
- Monitor, validate, and report realized benefits including cost savings, productivity, quality, service experience, risk reduction, and operational efficiency.
- Lead and inspire a culture of continuous improvement, disciplined problem-solving, and operational excellence while serving as a trusted advisor to senior GBS leadership
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Qualifications
- 15+ years of experience in Continuous Improvement, Operational Excellence, or Service Management within Global Business Services (GBS) or shared services environments, with proven leadership of enterprise-wide CI programs.
- Demonstrated expertise in Lean Six Sigma deployment, governance, and delivering measurable business value across complex, matrixed organizations.
- Strong experience partnering with Global Process Owners, Service Management teams, and digital/automation functions to drive transformation and operational excellence.
- Proven ability to lead enterprise improvement portfolios, benefit realization, and governance frameworks while fostering a culture of continuous improvement.
- Bachelor's or Master's degree in Business, Finance, Accounting, Operations or a related discipline.
- Mandatory certifications: Lean Six Sigma Black Belt, PMP/PRINCE2 (or equivalent Project Management certification), and Change Management certification; ITIL certification preferred.
Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation program 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.
As part of our selection process, candidates in certain locations may be asked to complete an online assessment, which can include cognitive and behavioural aptitude testing relevant to the role. If required, full instructions for the next steps will be provided.
Job Category
Project Management
Posting Date
Not included in the source posting: about the role, qualifications.
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