Duty Manager - Services Control Centre (SCC)

Job Description Duty Manager – Services Control Centre Full-Time (shift work) Derby (Site-Based) Why Rolls-Royce? We have a brilliant opportunity for a Duty Manager to join our Services Control Centre (SCC), reporting to the Vice President, SCC. In this role you will lead existing operational and technical teams responsible for AOG (Aircraft on Ground) service restoration for our global customer network. You will have experience of working within a fast-paced operational environment such as an operations centre or airline maintenance control centre. You will be able to effectively prioritise resources as well as directly manage customer expectations and satisfaction to the highest levels. The Services Control Centre is the mission control of Services for Civil Aerospace. Our team operates in the 'here and now'. The 24/7 team based in Derby is the reactive element of Services Operations within Civil – we provide real-time immediate operational support to customers 365 days a year and lead service restoration. You will be someone who can lead a skilled and efficient multi-functional group of highly experienced technical and operational team members , dedicated to the operational support of our Civil Large Engine fleet. We pioneer cutting-edge technologies that deliver clean, safe and competitive solutions to meet our planet’s vital power needs. We’re ready for our future. We’re proud to be part of the pathway to net zero as we power society for generations to come. Work with us and we’ll welcome you into an inclusive culture, one that invests in your continuous learning and development, and gives you access to a wide breadth and depth of experience. This is an interesting and challenging opportunity to be a part of a team actively monitoring 500,000 flying hours of aircraft data every month. We work closely with our network of 130 in-field Airline Support Team Service Representatives positioned in 55 office locations worldwide. Sounds exciting? It is. We are the team that airline and MRO operators turn to when they have an engine problem. We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts. What you’ll be doing You will be responsible for the service delivery, performance, overall professionalism, and output from the Services Control Centre. You will:

• Lead the resolution of customers operational issues assigned to the Services Control Centre taking charge of issues and co-ordinating issues with global teams.
• Provide tasking direction for the whole shift (Service Officers, Technical Team, Logistics, EHM, Line Maintenance, Customer Part Controllers).
• Resource manage the Services Control Centre, including local recruitment where required.
• Manage a team of direct reports.
• Be capable of influencing indirect teams to get the best business outcomes

Who we’re looking for At Rolls-Royce we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles. You will be the accountable person when on-duty for a team of direct and indirect staff and for ensuring our fleet aftermarket services remain operational. A typical shift could comprise the management and co-ordination of people, process, parts, tooling, technical support, and logistics so its important you know how to manage people well. We are looking for a candidate who:

• Understands how the in-service aftermarket and MRO network operates – how it makes money; how it spends money; what it expects of Rolls-Royce and an understanding of an airline’s operations environment, industry challenges, trends and Rolls-Royce’s products and services; as well as an appreciation for airworthiness certifications in a regulatory environment.
• Has experience of issue resolution – with both technical and operational problems, good customer communications and demonstrated people leadership and programme management experience in high pressure environments.
• Has experience managing customer relationships in an operations, manufacturing, or customer-facing business; a proven people leader able to coach, inspire and energise employees to get the best out of everyone.
• Has strong business acumen and IT skills; excellent communications skills capable of operating at different levels of an organisation. Team working is essential for this role.

Please note, you will be required to attend the operations room in Derby as the supervisor and work a 12-hour shift which is typically a mix of 2 days, 2 nights, then 4 days off with periods of relief cover in between as well. This pattern affords 24/7/365 cover and does mean you can expect to attend the office on weekends and public holidays depending upon your rota. The candidate will lead an existing shift team and be an experienced people leader capable of working under occasional high pressure and condensed timescales. Join us & Make an impact 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. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential. We welcome applications from people with a refugee background. You can learn more about our global Inclusion strategy at careers.rolls-royce.com Closing Date: midnight 11th of April 2023 Job Category Service Operations Posting Date 28 Mar 2023; 00:03