IT Service Quality Lead Americas

Job Title: IT Service Quality Lead

Working Pattern: Full Time

Working location: Indianapolis, IN (Hybrid/3 days week onsite)

Rolls-Royce offers an excellent opportunity for a Service Quality Lead to join our team. In this role you will be supporting CMMC /NIST compliance though the application of policy, standards and best practice to support the IT Team. You will also be required to work with other specialists globally to ensure a common approach to NIST v2 and v3 and CMMC best practices.

Why Rolls-Royce?

Rolls-Royce is one of the most enduring and iconic brands in the world and has been at the forefront of innovation for over a century. We design, build and service systems that provide critical power to customers where safety and reliability are paramount.

We are proud to be a force for progress, powering, protecting and connecting people everywhere.

We want to ensure that the excellence and ingenuity that has shaped our history continues into our future, and we need people like you to come and join us on this journey.

We’ll provide an environment of caring and belonging where you can be yourself. An inclusive, innovative culture that invests in you, gives you access to an incredible breadth and depth of opportunities where you can grow your career and make a difference.

Rolls-Royce is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any protected characteristics.

What you will be doing

• Ensures all services are delivered to service levels and instigates service improvement and/or service credits with supplier where required
• CMMC experience as Control owner managing suppliers delivering controls in at a minimum the following areas:
  • CM (config management), MA (maintenance), MP (media protection)
  • AU (Audit and accountability), SI (system and information integrity) –
• Provide supplier performance intelligence in operational, SLA and commercial areas
• Audit and define enhancements to Provider Operational Procedures/Daily Operate schedules etc. required for Flawless Service Delivery
• Conduct regular service reviews; manage and audit supplier performance and productivity relative to commercial, SLAs and minimal unplanned outage availability targets (i.e. minimal frequency and duration of unplanned outage).
• Establish operational metrics and performance reporting; track (internal and external) supplier performance and ensure end-to-end viability of service levels.
• Ensure that a process is maintained for handling high severity and stagnant issues/events in both the supplier and delivery teams.
• Identify Continuous Improvement opportunities and drive tangible outcomes
• Sustained focus on suppliers is required to both maintain and drive improved service performance
• Ensure that all Changes define these elements, and that Suppliers can evidence that restrictions have been applied.
• Review delivery by Solution Teams to ensure that they employ the principle of least functionality by configuring organizational systems to provide only essential capabilities.
• Play an active role in IT projects to ensure effective and supportable solutions

Basic Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related technical field with 5 plus years of experience in Service Quality Compliance.
• Master’s degree in computer science, Information Technology, or a related technical field with 3 plus years of experience Service Quality Compliance.
• In lieu of degree,7 plus years of experience in experience Service Quality Compliance.
• In order to be considered for this opportunity, you must be a US Citizen

Preferred Requirements:

• Good overall knowledge of information systems best practices and a track record of delivering NIST accredited services
• ITIL certification
• Communicates well and has the skill to influence through persuasion in a formal context
• Broad knowledge of IT Service Quality practices demonstrated by attainment of appropriate qualifications
• Experience / awareness of cloud technologies and capabilities in an enterprise environment

What we offer

We offer excellent development opportunities, a competitive salary, and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Your needs are as unique as you are. Hybrid working is a way in which our people can balance their time between the office, home, or another remote location.  It’s a locally managed and flexed informal discretionary arrangement. As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, on average three days per week.

For fully remote roles, employees can live in any state except Idaho, Nebraska, Nevada, Vermont, and Wyoming.

Relocation assistance will be provided if applicable.

Global Grade/Level: Level C

Closing Date: 02/23/2026

#CLOLI

Information Technology $119,520 - $194,220-Annually Indianapolis, IN

Benefits

Rolls-Royce provides a comprehensive and competitive Total Rewards package that includes base pay and a discretionary bonus plan. Eligible employees may have the opportunity to enroll in other benefits, including health, dental, vision, disability, life and accidental death & dismemberment insurance; a flexible spending account; a health savings account; a 401(k) retirement savings plan with a company match; Employee Assistance Program; Paid Time Off; certain paid holidays; paid parental and family care leave; tuition reimbursement; and a long-term incentive plan. The options available to an employee may vary depending on eligibility factors such as date of hire, employment type, and the applicability of collective bargaining agreements.