Service Improvement Manager
⚲ Kraków, Grzegórzki
Do uzgodnienia
Opis stanowiska
Nasze wymagania:
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.
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
Zakres obowiązków:
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.
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
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,)
•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 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
Leadership and cultural embedding
•Lead and develop CI Leads across service lines
•Foster a proactive, data-driven improvement culture across GBS
Oferujemy:
•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)
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.
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
Zakres obowiązków:
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.
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
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,)
•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 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
Leadership and cultural embedding
•Lead and develop CI Leads across service lines
•Foster a proactive, data-driven improvement culture across GBS
Oferujemy:
•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)
🔍 Dekoder Ogłoszenia
🔴
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.
Firma przechodzi dużą transformację, co może oznaczać znaczące zmiany w strukturze, procesach i celach, które mogą być zarówno ekscytujące, jak i niepewne.
🔴
Demonstrated experience operating a CI CoE or enterprise improvement portfolio.
Oczekuje się, że kandydat będzie zarządzał i rozwijał portfolio inicjatyw usprawniających na dużą skalę, co może wymagać znacznych zasobów i wpływu.
🔴
Strong experience embedding Lean Six Sigma in complex, matrixed organisations.
Praca w złożonej strukturze macierzowej może oznaczać konieczność nawigowania po wielu interesariuszach i potencjalnych konfliktach priorytetów.
🟡
Proven track record of measurable benefit realisation at scale.
Oczekuje się, że kandydat będzie w stanie wykazać konkretne, mierzalne wyniki swoich działań usprawniających na dużą skalę.
🟡
Experience integrating improvement initiatives with automation/digital platforms (e.g., ServiceNow or equivalent).
Rola będzie prawdopodobnie wymagać ścisłej współpracy z narzędziami technologicznymi i zespołami IT w celu wdrażania usprawnień.