Service Delivery Manager

Rolls-royce; Derby; On-site; GBP 85,000 - 110,000; Full time

Benefits offered by this job

Generous Annual Leave

Group Life Assurance

Group Income Protection

Your Shares: Matched

Digital GP

Job summary

Rolls-Royce is seeking a Senior Service Manager to lead operational IT service delivery within the Technology Platforms team. You will be the face of IT for designated business areas, ensuring reliable services aligned to business needs and driving continual improvement across vendors.

You will build trusted relationships with senior stakeholders, manage multi-supplier environments, and translate business priorities into clear service expectations and improvement plans. Derby-based role.

Qualifications

• Strong knowledge and experience of operational IT service delivery management in a complex, business-critical environment.
• Proven stakeholder management experience at senior level with the ability to influence and support business areas.
• Exposure to shared services, multi-supplier or SIAM operating models and a systematic planning approach.

Responsibilities

• Own, operate and enhance relationships between Infrastructure and Operations and business units.
• Act as the visible interface between IT and the business, translating priorities into service expectations.
• Oversee IT service performance and end-user experience, ensuring value-for-money and SLAs.
• Monitor service performance of mission-critical services with focus on continuity and manufacturing impact.
• Investigate issues with suppliers and drive sustainable corrective actions.
• Escalate cross-supplier risks and drive improvement opportunities with Tower Leads.
• Coordinate continual service improvement across vendors and services.

Skills

Stakeholder management

Communication

Influencing

Problem solving

Customer-focused mindset

Education

SFIA Level 4 or equivalent capability

Tools

ITIL

Job description

Rolls-Royce offers an excellent opportunity for a Senior Service Manager to join the Technology Platforms team within Digital and IT. This is a highly visible, operational service delivery role, acting as the face of IT for designated business areas and ensuring the services that support our manufacturing and operational environments are reliable, responsive and aligned to business need. You will be accountable for the performance, quality and continual improvement of critical IT services and products, ensuring they deliver real value to internal customers. The role requires someone who can build trusted relationships with senior stakeholders, understand the pressures of operational and manufacturing environments, and translate business priorities into clear service expectations and improvement plans. What you will be doing:

• Own, operate and enhance the relationship between Infrastructure and Operations and your assigned business units, regularly engaging with stakeholders and acting as a clear escalation point for operational IT matters.
• Act as the visible and trusted interface between IT and the business, ensuring operational priorities, service issues and business context are clearly understood and acted upon.
• Provide oversight of IT service performance and end-user experience, ensuring services are delivered in line with business priorities, agreed service levels and value-for-money expectations.
• Monitor service performance across mission-critical business services and products, with particular focus on operational continuity and manufacturing impact.
• Work with suppliers, IT teams and business stakeholders to investigate service issues, identify root causes and drive sustainable corrective action.
• Escalate cross-supplier service risks and improvement opportunities, providing clear business context and practical input to Tower Leads and delivery partners.
• Coordinate continual service improvement activity across vendors and services, ensuring plans are targeted, measurable and focused on improving business outcomes.
• Champion customer satisfaction by helping shape and enhance the services delivered through our ecosystem partners.
  Strong knowledge and experience of operational IT service delivery management, ideally in a complex, business-critical environment.
• Proven stakeholder management experience at senior level, with the ability to influence, challenge and support operational business areas.
• Appropriate experience in a relevant discipline, aligned to SFIA Level 4 or equivalent capability.
• ITIL qualification, similar Service Management qualification, or willingness to achieve this after starting the role.
• Well-organised, systematic, and rigorous approach to planning, prioritisation, and delivery.
• Exposure to shared services, multi-supplier, or SIAM operating models.
• Understanding of how IT enables business performance, operational continuity, and manufacturing outcomes.
• Experience of manufacturing, engineering or operational environments is highly desirable; alternatively, the ability to quickly build this understanding and apply it in a service delivery context.
• Experience within Rolls-Royce, or a similarly complex enterprise environment, with proven relationship management skills.
• Experience of managing complex IT environments that support critical business operations.
• Customer-focused mindset, with strong communication, influencing, and problem-solving skills.
• Functional IT knowledge across areas such as Architecture, Service Management, Business Relationship Management, or related disciplines would be an advantage.
  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.

Regional Benefits

• Generous Annual Leave
• Retirement Savings through the Rolls-Royce Retirement Savings Trust
• Group Life Assurance provides for a lump sum benefit if you die whilst employed by Rolls-Royce
• Group Income Protection provides an income in the event that you are unable to work due to illness or injury
• Your Shares: Matched is a simple way to own Rolls-Royce shares and invest in our future, together. Buy one share, get one free! Rolls-Royce | Your Shares: Matched
• Digital GP provides a convenient way for you to access GP consultations

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.