Service Quality Lead
Clearance Level
BPSS
Salary Range
Competitive
Employment Type
FULL TIME
Work Style
onsite
// Role Summary
Rolls-Royce is seeking an experienced Service Quality Lead to join their Digital and IT team. This role focuses on ensuring flawless service delivery from software and application supply chains and driving continuous improvement in supplier performance.
// Key Responsibilities
- Ensure services are delivered to agreed service levels, instigating improvements or credits where necessary.
- Provide performance intelligence on suppliers in operational, SLA, and commercial aspects.
- Audit and define enhancements to supplier operational procedures for optimal service delivery.
- Conduct regular service reviews and manage supplier performance against commercial and SLA targets.
- Establish operational metrics and performance reporting to ensure end-to-end service level viability.
- Manage the process for high severity and stagnant issues within supplier and delivery teams.
// Role Specification
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. You will use your experience of continuous improvement to enhance supplier service performance.
Key Accountabilities
- Ensures all services are delivered to service levels and instigates service improvement and/or service credits with supplier where required
- Provide supplier performance intelligence in operational, SLA and commercial areas
- Audit and define enhancements to Supplier Operational Procedures/Daily Operate schedules etc. required for flawless service delivery
- Conduct regular service reviews; manage and audit supplier performance and productivity relative to commercial, SLAs and minimal unplanned outage availability targets (i.e. minimal frequency and duration of unplanned outage).
- Establish operational metrics and performance reporting; track (internal and external) supplier performance and ensure end-to-end viability of service levels.
- Ensure 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 proven relationship management including strong 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 are highly desirable.