Service Improvement Manager

Rolls-Royce plc; Kraków; Hybrid; PLN 200,000 - 280,000; Full time

Benefits offered by this job

Annual bonus

Private healthcare

Group life insurance

Glasses subsidy

Multisport card

Remote work allowance

Hybrid work model

Flexible start time

Job summary

Rolls-Royce plc in Kraków is seeking a Service Improvement Manager to lead the GBS SI capability within Service Management. You will govern the SI portfolio, drive Lean Six Sigma initiatives, and align improvements with automation pipelines and global process owners.

The role requires 5+ years in CI/Operational Excellence within GBS or shared services, with English fluency. It offers a hybrid work model in a modern Krakow office and a structured path to value realisation.

Qualifications

• Bachelor’s or Master’s degree in business, engineering, operations, or related field.
• Lean Six Sigma Black Belt certification.
• Strong experience with CI CoE or enterprise improvement portfolio.
• Experience with automation/digital platforms (e.g., ServiceNow).

Responsibilities

• Lead the GBS Service Improvement methodology aligned to Lean Six Sigma.
• Govern the central GBS SI portfolio and value tracking framework.
• Integrate SI with automation and digital platforms (ServiceNow or equivalent).
• Provide training and coaching to SI practitioners and service teams.
• Partner with Global Process Owners to prioritise improvements based on impact.

Skills

Continuous Improvement

Operational Excellence

Lean Six Sigma

Service Management

Change Management

English Fluency

Education

Bachelor's or Master's degree

Tools

ServiceNow

Job description

## Service Improvement ManagerApply: Krakow: Full time: Posted Yesterday: JR6150738## **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***