Service Improvement Manager

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.

Summary:

You will lead the GBS Service Improvement (SI) capability as a central Centre of Excellence embedded within Service Management. Govern the GBS-wide improvement portfolio, ensuring structured prioritization, disciplined execution, and measurable benefit realization. Integrate Service Improvement into the GBS Operating Model, linking performance management, process excellence, automation, and customer experience into a continuous feedback loop. Lead embedded Service Improvement Leads across service lines and drive culture of Lean and Six Sigma excellence across GBS.

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.

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.