Service Quality Lead

Why join Rolls Royce? At Rolls Royce we are proud to be a business that has truly helped shape the modern world, and we are committed to always being a force for progress - powering, protecting, and connecting people everywhere. By joining Rolls Royce you will 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, using your continuous improvement experience to enhance supplier service performance.

Key Accountabilities

• Ensures all services are delivered to service levels and instigates service improvement and/or service credits with suppliers where required.
• Provides supplier performance intelligence in operational, SLA and commercial areas.
• Audits and defines enhancements to Supplier Operational Procedures, Daily Operate schedules and other required processes for flawless service delivery.
• Conducts regular service reviews; manages and audits supplier performance and productivity relative to commercial, SLAs and minimal unplanned outage availability targets.
• Establishes operational metrics and performance reporting; tracks (internal and external) supplier performance and ensures end to end viability of service levels.
• Ensures that a process is maintained for handling high severity and stagnant issues/events in both the supplier and delivery 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 relationship management and excellent 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 (highly desirable).

Benefits

• Generous Annual Leave.
• Retirement Savings through the Rolls Royce Retirement Savings Trust.
• Group Life Assurance providing a lump sum benefit if you die whilst employed by Rolls Royce Group.
• Income Protection providing income in the event that you are unable to work due to illness or injury.
• Your Shares: Matched - buy one share, get one free.
• Digital GP - convenient GP consultations.