Service Delivery Manager
Rolls-Royce
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Benefits offered by this job
Job summary
Rolls-Royce is seeking a Senior Service Manager to join the Technology Platforms group within Digital and IT in Derby. This highly visible role acts as the face of IT for designated business areas, ensuring services that support manufacturing and operations are reliable, responsive and aligned to business needs.
You will build trusted relationships with senior stakeholders, translate priorities into service expectations and drive improvement plans across suppliers and teams.
Qualifications
- Experience in operational IT service delivery management in a complex, business-critical environment.
- Proven senior-level stakeholder management and influence across business areas.
- ITIL qualification or willingness to obtain after starting the role.
- Structured, rigorous planning and delivery with a multi-supplier background.
- Experience in shared services or SIAM operating models is desirable.
- Understanding of how IT enables business performance and manufacturing outcomes.
Responsibilities
- Own, operate and enhance the relationship between IT infrastructure and your business units.
- Act as the visible interface between IT and the business, clarifying priorities and context.
- Oversee IT service performance and end-user experience against SLAs and value.
- Monitor service performance for mission-critical services and manufacturing impact.
- Investigate issues with vendors and drive root-cause analysis and corrective action.
- Escalate cross-supplier service risks with business context for delivery partners.
- Coordinate continual service improvement across vendors to improve outcomes.
- Champion customer satisfaction through ecosystem partner services.
Skills
Education
Tools
Job description
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.
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.
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.
- 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.
- 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.
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.
Information Technology
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