Service Management Support

Job Introduction
We have an exciting (and challenging) opening for a **Service Management Support in Darmstadt**.

Dynamic, Energetic, Entrepreneurial, Highly Motivated, ResilientIf this describes you then we would love to hear from you :) Come and join talented diverse Serco team at the European Organisation for the European Space Operations Centre (ESOC) based in Darmstadt, Germany.

European Space Operations Centre (ESOC), Darmstadt, Germany, tracks and controls European spacecraft, and develops and manages ground systems. As Europe’s centre of excellence for satellite operations, ESOC is home to the engineering teams that control spacecraft in orbit and build the systems on the ground that support missions in space.

More here

**_Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity._**
- **Serco - The employer of choice for a career within the Space Sector.**

Serco are a trusted provider of services to National Space Agencies and the European Space Agency (ESA), we have over 40 years’ experience supporting the space sector and providing services for all stages of our customer’s space missions.
- **Join our community of space specialists across Europe**

We are proud to support the European institutional Space landscape: Serco boasts an extensive network of Space professionals located at our offices in Darmstadt, Noordwijk, Frascati, Paris and Madrid, all within close proximity of our two largest space sector customers, European Space Agency/European Space Operations Centre (ESA/ESOC) and European Organisation for the Exploitation of Meteorological Satellites (EUMETSAT).
- **Supporting Women in Aerospace**

Diversity and Inclusion is extremely important to us. Supporting women's opportunities, development and visibility in the space sector is key and that is why we are proud members and supporters of Women in Aerospace Europe, a dynamic and global network supporting women's careers in Aerospace.

Women in Aerospace Europe (WIA-E) - Supporting women in STEM (wia-europe.org)

Main Responsibilities
As **Service Management Support** you will concentrate your activities on the following:

- Support to SLA monitoring and management with internal and external suppliers;
- Identifying and monitoring of the Implementation of corrective actions to maintain high level of service quality;
- Support to management of the established processes and their evolution;
- Support to the management of the IT Service Management (ITSM) tool and related tool sets;
- Review of SLA definitions within the service portfolio;
- SLA assessment and verification of requirements for achievable targets;
- Definition of new end-to-end Service levels;
- Monthly creation of a consolidated service level report for all services;
- Analyse reports and identify areas for improvement;
- Support the continuous service improvement process, ensuring that despite the introduction of new services and new solutions, the overall service quality will be maintained;
- Support the management of the activities of service providers, vendors and suppliers;
- Monitor and manage performance of the suppliers in compliance with OLAs. In particular, identify correlation between performance issues and user reported problems;
- Ensure that Business Processes are followed across all Service Provider(s) and Third Party Vendor(s);
- Support the customer in managing and maintaining customer owned end-to-end service delivery processes to achieve consistent and seamless service delivery across the various infrastructure components, service providers and suppliers.
- Manage and coordinate the overall Work Package, including subcontractor coordination, reporting and review meetings with the customer.

**_ Do you think you are the person we are looking for? See below what experience or knowledge you should bring_**:

- Excellent English skills;
- Very good MS Office skills;
- ITIL process knowledge (certification preferred)
- Eextensive IT service management experience;
- Experience in Process management;
- SLA/KPI management / design know-how;
- Experience in report writing;
- Good analytical skills;
- Experience in vendor management;
- Experience in interfacing with customers and suppliers;
- Meeting moderation/presentation skills.

The following will be seen as assets:

- Database skills;
- ITSM tool experience (esp. Microfocus SMA-X).**Important**

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.

**_Data Protection:_**
- When creating a profile on the Serco Career Centre you agreed to the Data Protectio