Vice President – Service Management & Operations

About the Role

The role oversees ITIL‑aligned service management, leading global teams to deliver high‑availability services, rapid incident resolution, and continuous improvement. It also manages supplier performance, drives automation, and ensures transparent communication with stakeholders. • Deliver advanced service desk operations with high first‑time fix rates and reduced incident volumes. • Lead major incident command and control, including executive communication and post‑incident reviews. • Maintain 24/7 IT Operations Centre for rapid restoration of critical business services. • Drive problem management to identify and eliminate recurring service issues. • Communicate service disruptions via status pages and stakeholder notifications. • Collaborate with product and technology owners to embed reliability practices. • Manage request fulfilment, increasing catalogue automation and fulfillment speed. • Oversee regional IT Service Management support teams for proactive business engagement. • Execute business engagement framework to build confidence and deliver sustainable solutions. • Run strategic supplier performance reviews to ensure contractual adherence and cost optimisation. • Drive continuous service improvement across all ITIL functions. • Build and motivate a high‑performing service management team aligned with organisational values. • Sustain employee engagement and embed a culture of operational excellence. • Develop talent pipelines to meet current and future service management needs. • Provide regular briefings on service performance, incidents, and improvement initiatives. • Data‑driven decision‑making using service metrics to demonstrate operational value.

Key Responsibilities

• ▸incident management
• ▸problem management
• ▸service automation
• ▸supplier performance
• ▸performance reporting
• ▸it operations

What You Bring

The ideal candidate has extensive ITIL service‑management experience, proven line‑management in technical operations, and a background in engineering or manufacturing. Strong stakeholder management, excellent communication, and the ability to lead under pressure are essential, along with a UK Security Clearance (SC). Preferred qualifications include ITIL v4 certification, defence‑sector experience, and expertise in Agile, DevOps, and business continuity planning. • Demonstrable experience with ITIL service management and operational excellence. • Significant line‑management experience leading technical operations teams. • Engineering or manufacturing industry background with strong stakeholder management. • Proven ability to lead under high‑pressure incident scenarios and communicate complex technical information. • ITIL qualification with deep knowledge of incident, problem, change, and service level management. • Expertise in monitoring, observability platforms, ServiceNow, and cloud/distributed systems. • UK Security Clearance (SC) required; ITIL v4, defence‑sector experience, Agile/DevOps integration, and business continuity planning are preferred.

Requirements

• ▸itil
• ▸servicenow
• ▸cloud
• ▸monitoring
• ▸security clearance
• ▸line management

Benefits

Rolls‑Royce, an iconic brand with a century of innovation, designs and services critical power systems where safety and reliability are paramount. The company offers an inclusive, innovative culture that invests in employee development, providing a caring environment where individuals can be themselves and grow their careers. Employees enjoy competitive salaries, performance bonuses, employee assistance programmes, discounts and flexible hybrid working, with an expectation to attend the workplace about three days per week for collaboration and specific activities.

Work Environment

Hybrid

Interview Process

-online assessment (cognitive and behavioural aptitude testing) may be required.