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, >

  Job Category

  Business Improvement

  Posting Date

  18 May 2026; 00:05