Rolls-Royce
ServiceImprovementManager
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“Service Improvement Manager at Rolls-Royce. Skills: Service Improvement methodology, SI governance, Benefit realisation, Leadership. Lead the GBS Service Improvement capability. Govern the GBS improvement portfolio”
What You'll Achieve.
Measurable benefit realisation; Link performance management, process excellence, automation, and customer experience; Structured prioritisation; Disciplined execution; Value quantification; Measurable benefit realisation at scale; Service performance gaps; Customer experience insights; Process inefficiencies; Risk reduction; Control strengthening; Service experience and quality improvement; Productivity gains; Capacity release; Cost avoidance; Hard cost savings
Industry & Context.
Root cause analysis; Problem solving; Disciplined problem solving; First-time-right mindset
Poland right-to-work check
What They're Looking For.
Must Have
5+ years in Continuous Improvement, Operational Excellence, or Service Management within GBS or shared services environments, Demonstrated experience operating a CI CoE or enterprise improvement portfolio, Experience embedding Lean Six Sigma in complex, matrixed organisations, Proven track record of measurable benefit realisation at scale, Experience integrating improvement initiatives with automation/digital platforms, Experience working with Global Process Owners and governance forums, Fluency in English (both written and verbal) - Min C1, Lean Six Sigma Black Belt
Nice to Have
ITIL certification, Project Management certification (PMP, PRINCE2, or equivalent), Change Management certification
What You'll Do.
Lead the GBS Service Improvement capability
Govern the GBS improvement portfolio
Integrate Service Improvement into GBS Operating Model
Lead embedded SI Leads
Drive Lean and Six Sigma excellence
Own and evolve the GBS Service Improvement methodology
Define standards for root cause analysis
Provide structured training and coaching
Govern the central GBS SI portfolio
Ensure alignment with Global Process Owners
Integrate SI reporting into Service Reviews
Maintain a structured pipeline
Ensure clear ownership and accountability
Define and validate expected benefits
Track and report value
Provide structured executive reporting
Lead and develop CI Leads
data-driven improvement culture
Promote disciplined problem solving
Act as senior advisor
How You'll Work.
Team & Collaboration
Partner with Automation & Innovation teams; Align with Global Process Owners (GPOs); Integrate SI reporting into formal Service Reviews and GBS governance forums; Lead embedded SI Leads across service lines; Act as senior advisor to Service Management leadership
Communication Scope
Fluency in English (both written and verbal)
Process & Methodology
Disciplined execution, Prioritisation, Validated project, Defined value outcomes
Full Job Description
## **Job Description** **Service Improvement Manager,** **Fulltime /Hybrid** **Cracow, Poland** **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. 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 prioritisation, disciplined execution, and measurable benefit realisation. Integrate Service Improvement into the GBS Operating Model, linking performance management, process excellence, automation, and customer experience into a continuous feedback loop. Lead embedded SI Leads across service lines and drive a culture of Lean and Six Sigma excellence across GBS. **_What You will be doing:_** **Service Improvement methodology and capability leadership** * Own and continuously evolve the **GBS Service Improvement methodology** aligned to Lean Six Sigma principles. * Ensure SI is fully embedded within the GBS Service Management and Experience framework. * Define standards for root cause analysis, problem solving, and value quantification. * Drive Lean capability development (Green/Yellow/Black Belt pathways where applicable). * Partner with Automation & Innovation teams to integrate SI with digital and automation funnels. * Provide structured training, certification guidance, and coaching to SI practitioners and service teams. **SI governance and operating model** * Govern the central GBS SI portfolio and value tracking framework. * Lead embedded SI Leads aligned to GBS service lines (People, Fin
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