Duty Manager - Services Control Centre (SCC)

About the Role

Reporting to the Vice President, SCC, the Duty Manager will lead operational and technical teams responsible for Aircraft on Ground (AOG) service restoration for Rolls‑Royce’s global customer network. The position also drives the SCC transformation and improvement initiatives while managing customer expectations and satisfaction. Each month the SCC monitors approximately 500,000 flying hours of aircraft data and helps customers complete over 150,000 flights—equating to about four flights per minute, every minute. This high‑volume environment requires swift, coordinated action from the team. In the role, the Duty Manager will coordinate transformation goals, support on‑shift managers, and ensure aftermarket services remain operational. Responsibilities include managing people, processes, parts, tooling, technical support and logistics throughout each shift. • Coordinate SCC transformation and improvement initiatives. • Support and cover on‑shift Duty Managers. • Lead direct and indirect staff to maintain aftermarket service operations. • Manage people, processes, parts, tooling, technical support and logistics during shifts. • Influence indirect teams to achieve optimal business outcomes and operational efficiency. • Lead resolution of customer operational issues and coordinate with global teams. • Provide tasking direction for Service Officers, Technical Team, Logistics, EHM, Line Maintenance, and Customer Part Controllers.

Key Responsibilities

• ▸aog restoration
• ▸parts logistics
• ▸tooling management
• ▸process coordination
• ▸transformation lead
• ▸shift oversight

What You Bring

Ideal candidates will have proven programme management experience, a deep understanding of the aftermarket network, and expertise in resolving technical and operational issues. Strong people leadership, customer‑relationship skills, and familiarity with airline operations and regulatory environments are essential. The position requires attendance in the Derby operations room, with flexibility to cover additional shifts, including nights, weekends, or holidays when needed. Rolls‑Royce promotes an inclusive, respectful workplace and offers a multi‑year transformation vision for future growth. • Demonstrated programme management experience with successful delivery to plan. • Understanding of on‑wing and off‑wing aftermarket network economics. • Experience in technical and operational issue resolution with strong customer communication. • Proven people leadership in high‑pressure environments. • Ability to manage customer relationships in operations or manufacturing settings. • Knowledge of airline operational environment, industry challenges and trends. • Familiarity with Rolls‑Royce products, services and regulatory landscape. • Strong business acumen, IT proficiency and excellent communication across organizational levels. • Team‑working orientation and experience with Customer Relationship Management (CRM) systems. • Comfort with ambiguity, calm under pressure, and a focus on task‑based, customer‑focused teamwork.

Requirements

• ▸program management
• ▸aftermarket
• ▸issue resolution
• ▸leadership
• ▸crm
• ▸customer relations

Work Environment

Onsite

Interview Process

-online assessment (cognitive and behavioural aptitude testing) as part of the selection process