Service Improvement Leads – Operations Improvement

Job Description

Service Improvement Lead | Rolls-Royce

The Tone:
This is a full-time, hybrid role at Rolls-Royce, located in Krakow, Poland. Rolls-Royce is a company proud to have shaped the modern world, committed to progress by powering, protecting, and connecting people globally. The Global Capability Centre in Krakow is a new and growing hub that supports global operations and employee services, focusing on improving operational efficiency and strengthening business processes. This role is crucial for driving operational excellence and enhancing supplier and employee experiences by optimizing end-to-end processes and advancing digital enablement across various operational domains.

The TL;DR
• Role: Full Time
• Type: Hybrid
• Location: Hybrid, Krakow, Poland

• Team: Global Business Services (GBS), embedded within Procurement Operations and enterprise support functions.
• Mission: Lead service improvement initiatives across operations, driving operational excellence by enhancing supplier and employee experience, optimizing processes, and advancing digital enablement.
• Tech Stack: Automation technologies, workflow technologies, intelligent process automation, analytics solutions

What You’ll Actually Do
• Continuous Improvement: Lead improvement initiatives across Procurement Operations and enterprise support functions, applying Lean Six Sigma tools to enhance process efficiency, reduce cycle times, and eliminate non-value-added activities.
• Service Management Integration: Translate operational KPIs, SLAs, XLAs, audit findings, and stakeholder feedback into actionable improvement initiatives, supporting service reviews with insights and recommendations.
• Experience Enhancement: Improve supplier and stakeholder experience across operational touchpoints, working to reduce operational friction, delays, and rework within procurement support processes, and driving simplification.
• Digital Optimisation: Identify automation and digitisation opportunities across workflows and transactional operations, partnering with Digital and Automation teams to support the implementation of workflow automation, self-service capabilities, and intelligent process automation.
• Governance and Benefits: Define measurable outcomes for initiatives and track realised value, ensuring that improvements deliver sustainable gains in efficiency, compliance, quality, risk reduction, and service experience, while maintaining accurate portfolio reporting.

The Must-Haves
• Background: Bachelor’s degree in Business, Supply Chain, Operations, or a related discipline, with a foundation in Operational Excellence or Shared Services environments.
• Experience: A minimum of 5 years of experience in Operational Excellence, Continuous Improvement, Procurement Operations, or Shared Services. Demonstrated experience supporting Source to Pay (S2P) or enterprise operational processes, with a proven ability to lead cross-functional improvement initiatives.
• Skills: Strong analytical and problem-solving capabilities, practical experience working with automation and workflow technologies, and a required Lean Six Sigma Black Belt certification.
• Bonus: Advantageous Procurement or Supply Chain certifications, and desirable ITIL and Project Management certifications.