Job Description Duty Manager – Services Control Centre (SCC) Full-Time Secondment, on shift pattern Derby/Site-Based What you will be doing: We are looking for a Duty Manager to join our Services Control Centre (SCC) on secondment (minimum term of 6 months), reporting to the Vice President, SCC. This role will lead existing operational and technical teams responsible for Aircraft on Ground (AOG) service restoration for our global customer network. 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. We are the team that airlines turn to when they have an engine problem. Minutes and seconds really matter in our world. Our customers expect us to be able to respond rapidly to get their operation back up and running as quickly as possible to minimise or prevent passenger disruption. This is a fast-paced role that brings with it the reward of high job satisfaction and the knowledge that your actions directly influence an airline’s operation. Ideally, you will have experience of working within a fast-paced operational environment, such as an operations centre or airline maintenance control centre and be able to effectively prioritise resources as well as directly manage customer expectations and satisfaction to the highest levels. Responsibilities: You will be the accountable person when on-duty 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 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). Be capable of influencing indirect teams to get the best business outcomes. Why Rolls-Royce? Work with us and we’ll welcome you into a culture of caring and belonging where you can be yourself. We will listen first, embrace feedback and act with integrity. We will invest in your continuous learning and development, and make sure you have access to a wide breadth and depth of opportunities to grow your career and make a difference. We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts. 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. Who we are looking for: Being a part of Rolls-Royce you’ll know we put safety first, do the right thing, keep it simple and make a difference. These principles form our behaviours. They are an essential component of our assessment process and are fundamental qualities that we seek for all roles. 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. 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 how the on-wing and off-wing aftermarket network operates – how it makes money; how it spends money; what it expects of Rolls-Royce. 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. 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 familiar with the concepts of Customer Relationship Management (CRM), who can manage issues via a suite of IT systems. Comfortable dealing with varying levels of ambiguity, be able to remain calm under pressure and enjoy working in a task-based, customer-focused team. Join us & help Rolls-Royce to become a high-performing, competitive, resilient business. Please be aware that the priority will be given to employees identified as being at high risk. The professional level and the salary of the position will be dependent on the skills and experience of the successful candidate. It is advised that you inform your current manager of your application for this role. 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. Learn more about our global Inclusion Strategy Grade: Level C For further information please contact: Ryan Paterson Recruiter: Cathryn Thomas Job Category Service Operations Posting Date 05 Nov 2024; 00:11 Posting End Date 24 Nov 2024