Service Operations Officer Secondment - Services Control Centre

Job Description

We are looking for a Service Officer to join our Services Control Centre (SCC), reporting to a Duty Manager, SCC on a 12-month secondment basis.  The role will involve interfacing with existing operational and technical teams responsible for Aircraft on Ground (AOG) service restoration for our global customer network. The successful candidate should have experience of working within a fast-paced operational environment, such as an operations centre or airline maintenance control centre. They will be able to effectively prioritise incoming cases in order to fulfil customer expectations and satisfaction to the highest levels.

The Derby-based Services Control Centre is mission control for Aftermarket Operations within Civil Aerospace. Our team operate in the 'here and now' and are available 24 hours a day, 365 days a year. We provide real-time immediate operational support to customers and lead service restoration activities. The successful candidate will be someone who can work with a skilled and efficient multi-functional group of experienced technical and operational individuals, dedicated to the operational support of our Civil Large Engine fleet.

We work closely with our network of 130 in-field Airline Support Team Service Representatives positioned in fifty-five office locations worldwide.

On average every month the Services Control Centre actively monitors 500,000 flying hours of aircraft data, helping our customers successfully complete over 150,000 flights. That is around four flights per minute, every minute.

Sounds exciting? It is. We are the team that airlines turn to when they have an engine problem. Minutes and seconds really matter in our world. Our customers expect us to be able to respond rapidly to get their operation back up and running as quickly as possible to minimise or prevent passenger disruption. This is a fast-paced role that brings with it the reward of high job satisfaction and the knowledge that your actions directly influence an airline’s operation.

Who we are looking for:

We are looking for a candidate who:

• Has experience of issue resolution, such as technical or operational problems with good customer communication skills, ideally in high pressure environments.
• Has experience in customer relationships in an operations, manufacturing, or customer-facing business; a proven team player to able to interact with a wide range of people to keep up to date with tasks and provide effective summary updates.
• Understands how the on-wing and off-wing aftermarket network operates – how it makes money; how it spends money; what it expects of Rolls-Royce.
• Understands an airline’s operational environment, industry challenges and trends.
• Is familiar with Rolls-Royce’s products and services with an appreciation of the regulatory environment in which we operate.
• Has strong business acumen and IT skills; excellent communications skills capable of operating at various levels of an organisation. Team working is essential for this role.
• Ideally is familiar with the concepts of Customer Relationship Management (CRM), who can manage issues via a suite of IT systems.
• Is comfortable dealing with varying levels of ambiguity, be able to remain calm under pressure and enjoy working in a task-based, customer-focused team.

What you will be doing:

You will be the accountable person when on-duty for managing case load and incoming requests, and reporting to the business key issues affecting operators around the globe.  A typical shift could comprise liaising and co-ordination of people, process, parts, tooling, technical support, and logistics so it is important you know how to work as part of a collaborative team.

You will:

• Keep on top of SCC SO workload and proactively manage all CRM cases and reporting updates in a timely manner
• Provide tasking facilitation for the whole shift (Technical Team, Logistics, EHM, Line Maintenance, Customer Part Controllers).
• Liaising with SCC teams to get the best business outcomes.

Please note, you will be required to attend the operations room in Derby and work a 12-hour shift which is typically a mix of 2 days, 2 nights, then 4 days off with periods of relief cover in between as well. This pattern affords 24/7/365 cover and does mean you can expect to attend the office on weekends and public holidays depending upon your rota. The candidate will work with an existing shift team and capable of working under occasional high pressure and condensed timescales.

Grade - SNBG 7-10

Hiring Manager - Jim Taroni

Job Category

Service Operations

Posting Date

04 Aug 2025; 00:08

Posting End Date

14 Aug 2025