Service Manager

Job Description

Service Manager

Bristol/Hybrid

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, 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.

Position Summary

We have an exciting opportunity for a Senior Service Manager to join our Technology Platforms team in Rolls Royce Digital and IT. This role will be accountable for Service Delivery of Critical Business Services and Products in our Defence Aerospace business. The role will be accountable for the performance and quality of critical services and the realisation of business value of IT services and products.

This role provides the opportunity to work with key business stakeholders and senior management in Rolls-Royce as well as Eco system partners, vendors and IT functions. This role provides the opportunity to drive engagement with the business to help them achieve maximum value from Group IT services and products.

What you will be doing:

• Establish clear communication channels between IT and assigned business areas ensuring business insights are shared to drive business relevance across the IT Function e.g. changes to business priorities and challenges
• Provide oversight of IT Service performance and End User Experience ensuring the right set of IT Services are delivered in alignment with business needs, agreed service levels and provide value for money.
• Monitor overall Service performance for your assigned business areas
• Be the lead for any service impacting issues that affect your area and support other regional teams during major incidents.
• Perform analysis with our suppliers and customers for specific Service issues, to identify root causes that are not transparent in consolidated Services.
• Working with the Tower Leads, define, maintain and coordinate the development and implementation of the Cross-Delivery Continual Service Improvement Plan (CSIP) across Vendors and Services.
• Review and define enhancements to our range of services delivered by our eco-system partners to increase customer satisfaction.

Position Qualifications:

• Developed Vetting (DV) clearance is required
• Experience or background in working in Defence or Military IT environments
• Deep knowledge and experience of operational IT service delivery management
• Proven and extensive experience in stakeholder management at senior level (with an operational and / or service delivery bias).
• Appropriate experience in a relevant discipline (SFIA L4).
• ITIL qualification or similar qualification in Service Management. (Or be prepared to achieve a qualification on starting the role)
• Well organised, systematic and rigorous approach to planning work and priorities.
• Exposure / experience of a shared services operating model / organisation (SIAM)
• Understanding of the broader business context and how IT fits within the business.
• Experience and understanding of Engineering an advantage
• Experience of working in RR with proven relationship management skills
• Experience of managing complex IT environments

Regional Benefits:

• Work in a safety-first environment were doing the right thing and keeping it simple are core principles.
• Join a culture that values making a real difference through your work.
• Develop your career as a mid-career professional blending technical expertise with strong personal qualities.
• Thrive in a role that encourages integrity, accountability, resilience, and curiosity.
• Collaborate and build relationships in a team-focused environment while also working independently.
• Take initiative, lead, and make smart decisions with confidence and support.
• Grow through continuous learning, openness to improvement, and exposure to challenging opportunities.

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.

Grade: Level C

Closing Date: 30/03/2026

For further information, please contact: aaron.thoresendavidson@rolls-royce.com

As part of our selection process, candidates in certain locations may be asked to complete an online assessment, which can include cognitive and behavioural aptitude testing relevant to the role. If required, full instructions for the next steps will be provided.

Job Category

Information Technology