Job Description

VP Service Management & Operations

Full time - Hybrid

Derby

Reporting to the SVP Technology Platforms this is a pivotal role supporting the strategic intent of the Digital & IT organisation. Technology Platforms is a critical function, at the heart of the Digital & IT Transformation agenda, building, running and maintaining cyber safe, resilient, compliant, digital and highly available infrastructure and end-user centric services. We strive to shift operational services to a highly automated, intelligent, predictive and ultimately invisible state.
 

Operating in a fast paced, large scale and complex technology landscape, the Technology Platforms function enables our global business to operate 24/7 365 days a year. The VP Service Management & Operation is a global role accountable for establishing and maintaining world-class service management practices and operational excellence throughout the organisation. This role drives the implementation of ITIL-aligned service management processes while fostering a culture of reliability, continuous improvement, and customer-centricity. The position involves operational oversight of service management disciplines and operations teams, ensuring transparent service delivery with high availability standards and rapid incident resolution. The role manages and limits operational risk to the business whilst delivering measurable business value through optimised service operations.

Why Rolls-Royce?

Rolls-Royce is one of the most enduring and iconic brands in the world and has been at the forefront of innovation for over a century. We design, build and service systems that provide critical power to customers where safety and reliability are paramount.

We are proud to be a force for progress, powering, protecting and connecting people everywhere.

We want to ensure that the excellence and ingenuity that has shaped our history continues into our future and we need people like you to come and join us on this

We’ll provide an environment of caring and belonging where you can be yourself. An inclusive, innovative culture that invests in you, gives you access to an incredible breadth and depth of opportunities where you can grow your career and make a difference.

What we offer

We offer excellent development opportunities, a competitive salary, and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Your needs are as unique as you are. Hybrid working is a way in which our people can balance their time between the office, home, or another remote location.  It’s a locally managed and flexed informal discretionary arrangement.  As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, on average three days per week.

What you will be doing

ITIL Ownership & Oversight

Deliver advanced service desk operations, driving first time fix, exceptional call handling experience and reducing overall incident volumes and time to resolve

Major incident management with diligent command and control, including executive communication, gold command coordination, post-incident reviews and corrective action plans

Robust IT Operations centre services, ensuring effective 24/7 incident response coordination, enabling rapid restoration of critical business services, enhanced monitoring and an overall reduction in incidents

Problem management driving systematic identification and resolution of underlying service issues, ultimately reducing recurring incidents

Customer communication during service disruptions, including status page updates and stakeholder notifications

Cross-functional collaboration with product and technology owners to embed reliability practices and reduce incident frequency

Request management and fulfilment, driving greater catalogue automation and fulfilment times

Regional and site-based IT Service Management support teams, focussed on proactive engagement with the business to understand business needs, proactive identification of IT issues and prompt resolution

Execute the business engagement framework, designed to build confidence and demonstrate that a clear understanding of IT issues and robust plans for quick resolution as well as long term sustainable solutions

Run and support strategic supplier performance reviews, ensuring contractual adherence, value for money and cost optimisation

Drive continuous service improvement across all supplier ITIL functions, focussed on prevention, consistency, diligence and pace

Leadership and People Development

Build an effective and motivational team environment, aligning behaviours, values and performance expectations across all service management functions

Sustain high employee engagement throughout teams and embed a culture of continuous improvement and operational excellence

Deploy appropriate talent development strategies to ensure the best possible talent pipeline for current and future service management needs

Work as part of the Tech Platforms leadership team to achieve collective success and help shape the long-term direction of service operations

Ensure effective communication at all levels, both internally and externally, providing regular briefings on service performance, incidents, and improvement initiatives

 
Who we’re looking for

 Essential Requirements

Demonstrable working experience in ITIL service management practices and operational excellence

Significant line management with experience of leading technical operations teams

Proven experience in the engineering and manufacturing industry

Proven leadership and management skills with the ability to optimise team performance during high-pressure incident scenarios

Excellent stakeholder management skills with the ability to engage, negotiate and manage relationships with senior executives, business leaders, and external vendors

The ability to work with and communicate effectively across all levels within the organisation - exceptional verbal and written communication skills are necessary to translate complex technical information for non-technical stakeholders, including executives and business leaders

Strong attention to detail with meticulous organisational skills to manage schedules, documentation, and reporting

Demonstrable experience of working in a large scale, complex and fast paced environment

Demonstrable experience acting as a trusted advisor and operational partner with major business functions during service disruptions and strategic planning

Demonstrate operational leadership by managing and monitoring service quality, incident response effectiveness, and team performance

ITIL qualified, with a deep understanding of ITIL service management principles, incident/problem management, change control, and service level management

Strong grasp of modern monitoring and observability platforms, incident management tools, and automation technologies

Experience with service management tools, ServiceNow specifically

Understanding of cloud platforms and distributed systems architecture for effective service management

Data-driven decision making with the ability to analyse service metrics and demonstrate the value of operational improvements

The role will require UK SC clearance as a minimum.

Preferred Qualifications

ITIL v4 qualified

Experienced and accustomed to working within the strict boundaries set by defence organisations and integrators

Agile and DevOps methodologies integration with service management practices

Business continuity and disaster recovery planning experience

At Rolls-Royce we put safety first, do the right thing, keep it simple and make a difference. These principles form the behaviours that guide us and are an essential component of our assessment process. They are the fundamental qualities that we seek for all roles.

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives which are crucial to innovation and problem solving. We believe the more diverse perspectives we have, the more successful we’ll be. By building a culture of caring and belonging, we give everyone who works here the opportunity to realise their full potential.

You can learn more about our global Inclusion strategy at Our people | Rolls-Royce

Grade:  Management Level B

For further information, please contact:  Alison Connaughton

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

Posting Date

29 Jan 2026; 00:01

Posting End Date

13 Feb 2026