Service Quality Lead

Job Description

Service Quality Lead

Derby

Full time

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 youll 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.

Position Summary

The Digital and IT Software and Application Services team is seeking an experienced Service Quality Lead with a deep knowledge of operational service management. You will work closely with the applications/software supply chain to ensure flawless service delivery and instigate and drive improvement plans as required. You will use your experience of continuous improvement to enhance supplier service performance.

Key Accountabilities

• Ensures all services are delivered to service levels and instigates service improvement and/or service credits with supplier where required
• Provide supplier performance intelligence in operational SLA and commercial areas
• Audit and define enhancements to Supplier Operational Procedures/Daily Operate schedules etc. required for flawless service delivery
• Conduct regular service reviews; manage and audit supplier performance and productivity relative to commercial SLAs and minimal unplanned outage availability targets (i.e. minimal frequency and duration of unplanned outage).
• Establish operational metrics and performance reporting; track (internal and external) supplier performance and ensure end-to-end viability of service levels.
• Ensure that a process is maintained for handling high severity and stagnant issues/events in both the supplier anddelivery teams.

Preferred requirements:

• Demonstrable IT service management experience and delivery of results in an operational or service delivery role.
• Proven and extensive experience in supplier management (with an operational and / or service delivery bias).
• Strong proven relationship management including strong communicating & influencing skills
• Excellent understanding of continuous service improvement
• Well organised systematic and rigorous approach to planning work and priorities.
• Knowledge of ITIL processes and proficiency in working with contractual documentation are highly desirable.

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.

Please be aware that the priority will be given to employees identified as being athigh risk. The professional level and salary of the position will be dependent on the skills and experience of the successful candidate but isanticipatedtobe level.

This job is advertised at the grades shown and this is the desired operating level for this role. We encourage applications from candidates with relevant experience from any grade.

It is advised that you inform your current manager of your application for this role.

Grade: Level C

Closing Date:10.08.2026

For further information please contact:

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