Duty Manager - Services Control Centre (SCC)
Rolls-Royce
Job Description
Duty Manager – Services Control Centre (SCC)
Full-Time, on ‘Double-Days’ shift pattern - Derby/Site-Based
DD Early:
M-Th: 06:27 – 14:30 (includes 30 min break)
Fr: 06:27 – 13:45 (includes 30 min break)
DD Late:
Mo – Th: 13:45 – 21:48 (includes 30 min break)
Fr: 13:00 – 20:18 (includes 30 min break)
Why Rolls-Royce?
We are looking for a Duty Manager to join our Services Control Centre (SCC), reporting to the Vice President, SCC. The role will work alongside the on-shift Duty Managers, leading operational and technical teams responsible for Aircraft on Ground (AOG) service restoration for our global customer network. The ‘Double Days’ role will also be responsible for leading the SCC Transform and Improvement activities. They will be able to effectively prioritise programmes of work and resources, as well as directly manage customer expectations and satisfaction to the highest levels.
The Derby-based Services Control Centre is mission control for Aftermarket Operations within Civil Aerospace. Our team operate in the 'here and now' and are available 24 hours a day, 365 days a year. We provide real-time immediate operational support to customers and lead service restoration activities. The successful candidate will be someone who can lead a skilled and efficient multi-functional group of experienced technical and operational individuals, dedicated to the operational support of our Civil Large Engine fleet.
We work closely with our network of 130 in-field Airline Support Team Service Representatives positioned in fifty-five office locations worldwide.
On average every month the Services Control Centre actively monitors 500,000 flying hours of aircraft data, helping our customers successfully complete over 150,000 flights. That is around four flights per minute, every minute.
Sounds exciting? It is! As well as being the team that airlines turn to when they have an engine problem, we are always searching for further efficiencies. The SCC has benefited from a programme of modernisation over the past three years and we will continue to focus on this, making us a pioneering service deliverer to our customers.
What you will be doing:
You will be the accountable person for coordinating the transform and improvement goals across the SCC and also support and cover for the on-shift Duty Managers. When on-duty, you will be accountable for a team of direct and indirect staff, and for ensuring our aftermarket services remain operational. A typical shift could comprise the management and co-ordination of people, process, parts, tooling, technical support, and logistics so it is important you know how to manage people well.
You will:
Lead and deliver the transformation goals for the Services Control Centre
Influence indirect teams to get the best business outcomes and increase SCC operational efficiencies
Lead the resolution of customer operational issues assigned to the Services Control Centre taking charge of issues and co-ordinating with global teams.
Provide tasking direction for the whole shift (Service Officers, Technical Team, Logistics, EHM, Line Maintenance, Customer Part Controllers).
Who we are looking for:
We are looking for a candidate who:
Has experience of programme management and proven track record of delivering to plan
Understands how the on-wing and off-wing aftermarket network operates – how it makes money; how it spends money; what it expects of Rolls-Royce.
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.
Understands an airline’s operational environment, industry challenges and trends.
Is familiar with Rolls-Royce’s products and services with an appreciation of the regulatory environment in which we operate.
Has strong business acumen and IT skills; excellent communications skills capable of operating at various levels of an organisation. Team working is essential for this role.
Ideally is familiar with the concepts of Customer Relationship Management (CRM), who can manage issues via a suite of IT systems.
Is comfortable dealing with varying levels of ambiguity, be able to remain calm under pressure and enjoy working in a task-based, customer-focused team.
Please note, you will be required to attend the operations room in Derby as the supervisor and work a shift pattern which is mix of 2 time periods on alternating weeks, 06:15 – 14:00 and 14:00 – 22:00hrs, for 5 days a week. There is an expectation that this role can be called onto the desk and cover additional shifts during periods of low resource availability. This could result in night shift, weekend or national holiday cover.
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.
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.
