Key Accountabilities:

• Define & deliver critical customer delivery plans in accordance with Service Line & Engine Team policies. These will include focussed accountabilities for service line needs specific to a region (e.g. Specific Availability Services, dedicated IFS or OWS). This will also include the integration and execution of fleet campaign roll programmes. Use influence, VOC and local knowledge to prioritise outcomes that are proactive (e.g. co-ordinating stagger plans in conjunction with the EMC), whilst managing reactive concerns. Work directly with customers as required to achieve this.
• Recruitment, development and task management of Airline Services Teams (ASTs) - and where appropriate, facilities – in-region.
• Support Customer Account business meetings with appropriate and standardised operational content. Cadence in-line with segmentation principles.
• Lead the EIS process for new OE and transitioned fleets to provide seamless operational readiness for customers.
• Definition, prioritisation and sentencing/allocation of Services-related Customer complaints, SDFs and Customer Satisfaction metrics.

Qualifications:

• Qualified to at least degree level or equivalent industry experience.
• A good understanding of Rolls-Royce products and services.
• Extensive experience of working directly with customers and delivering to their expectations.
• Experience of operating in a complex global environment and managing multi-national teams.
• A very good understanding of the services we have contracted with our civil aerospace customer base.