Service Improvement Manager

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, Finance, S2P, etc.).
• Ensure alignment with Global Process Owners (GPOs) to prioritise improvements based on criticality and maturity gaps.
• Integrate SI reporting into formal Service Reviews and GBS governance forums.
• Maintain a structured pipeline from opportunity → validated project → realised benefit.
• Ensure clear ownership, accountability, and reporting for all improvement initiatives.

Ensure improvement initiatives are systematically initiated from:

• Service performance gaps (KPIs, SLAs, XLAs)
• Customer experience insights and Voice of Customer
• Improvement Idea Portal submissions (employee and stakeholder input)
• Innovation and CI culture initiatives
• Process inefficiencies and failure demand
• Automation pipeline opportunities
• Audit, Risk, and Compliance findings
• Process maturity assessments
• Ensure triggers are translated into validated, prioritised initiatives with defined value outcomes.

Benefit realisation and value tracking

• Define and validate expected benefits prior to initiative approval.
• Track and report value across hard cost savings, cost avoidance, productivity gains, capacity release, service experience and quality improvement. risk reduction and control strengthening.
• Provide structured executive reporting to senior leaders.
• Ensure benefits are measurable, sustainable, and auditable.

Leadership and cultural embedding

• Lead and develop CI Leads across service lines.
• Foster a proactive, data-driven improvement culture across GBS.
• Promote disciplined problem solving and first-time-right mindset.
• Act as senior advisor to Service Management leadership on systemic service performance issues.

Position qualifications:

• 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.
• Strong 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 (e.g., ServiceNow or equivalent).
• Experience working with Global Process Owners and governance forums.
• Fluency in English (both written and verbal) is required for this role - Min C1

Education and certifications

• Bachelor’s/Master’s degree in Business, Engineering, Operations, or related discipline.
• Lean Six Sigma Black Belt.
• ITIL certification preferred.
• Project Management certification (PMP, PRINCE2, or equivalent) desirable.
• Change Management certification advantageous.

What do we offer:

• Annual bonus based on financial results and employee performance evaluation.  
• Employer financed private healthcare at LuxMed for employees. Additional packages can be purchased.
• Group life insurance
• Subsidy for glasses/contact lenses worn for work, up to the amount of PLN 600 gross, every two years
• Subsidy for extra-curricular activities within the cafeteria system on the myBenefit platform/subsidy for Multisport cards, up to the amount of PLN 100 gross per month
• Internet and electricity allowance for remote work, in the amount of PLN 100 gross per month
• 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
• Hybrid work model (min. 2 days from office)
• Flexible start time between 7:00 AM and 9:00 AM
• Work in a modern office located in the Krakow center – 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

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