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_** **Job Category** ---------------- Business Improvement **Posting Date** ---------------- 31 Jul 2026; 00:07