Service Improvement Lead
Rolls-Royce · Kraków
Job Description
Service Improvement Lead
Full time / Hybrid
Cracow, Poland
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.
Rolls-Royce Global Capability Centre, launched in March 2025 in Krakow, represents an exciting new chapter in the growth of Rolls-Royce Group Business Services (GBS).
Our Centre is here to support global operations and employee services and is already becoming known for improving operational efficiency and strengthening our global business processes. With a fast growing team, it delivers exceptional services across Finance, Procurement, HR, Data Analytics, Project Management and Service Management.
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.
Role Purpose:
You will lead service improvement initiatives across Operations, including Source-to-Pay (S2P), Order-to-Cash (O2C) or Hire-to-Retire (H2R), as well as enterprise-wide operational support processes within Global Business Services (GBS). You will drive operational excellence by enhancing supplier and employee experience, optimising end-to-end processes, and advancing digital enablement initiatives. Your focus will be on improving service reliability, strengthening compliance, and increasing overall efficiency.
Act as the embedded Service Improvement Lead supporting Procurement Operations and enterprise support functions through structured continuous improvement delivery and governance.
Scope of Responsibility
Responsible for improvement delivery across:
- Source to Pay (S2P)
- Order to Cash (O2C)
- Procurement Operations
- Supplier onboarding and maintenance
- Purchasing support
- Contract administration support
What You will be doing:
Continuous Improvement Execution
- Lead improvement initiatives across Procurement and enterprise support operations.
- Apply Lean Six Sigma tools to improve process efficiency, reduce cycle times, and eliminate non-value-added activities.
- Conduct data analysis, root cause assessments, and process maturity reviews.
- Support standardisation and harmonisation initiatives across regions and business units.
Service Management Integration
- Translate operational KPIs, SLAs, XLAs, audit findings, and stakeholder feedback into improvement initiatives.
- Support service reviews with actionable insights and improvement recommendations.
- Maintain structured improvement roadmaps and initiative tracking.
Supplier and Customer Experience
- Improve supplier and stakeholder experience across operational touchpoints.
- Reduce operational friction, delays, and rework within procurement support processes.
- Drive simplification and transparency across service interactions.
Automation and Digital Optimisation
- Identify automation and digitisation opportunities across workflows and transactional operations.
- Partner with Digital and Automation teams to support implementation of:
- workflow automation
- self-service capabilities
- intelligent process automation
- analytics solutions
- Support operational readiness and value realisation activities.
Governance and Benefit Realisation
- Define measurable initiative outcomes and track realised value.
- Ensure initiatives deliver sustainable improvements in:
- efficiency
- compliance
- quality
- risk reduction
- service experience
- Maintain accurate portfolio reporting and governance updates.
Position qualifications and required experience:
- 5+ years in Operational Excellence, Continuous Improvement, Procurement Operations, or Shared Services environments.
- Experience supporting Source to Pay or enterprise operational processes.
- Strong analytical and problem-solving capability.
- Experience working with automation and workflow technologies.
- Proven ability to lead cross-functional improvement initiatives.
Education and Certifications
- Bachelor’s degree in Business, Supply Chain, Operations, or related discipline.
- Lean Six Sigma Black Belt required;
- Procurement or Supply Chain certifications advantageous.
- ITIL and Project Management certifications desirable
What do we offer:
- 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)
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
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