Service Delivery Manager

Serco has made significant contributions at ESA's European Space Operations Centre (ESOC) in Darmstadt, supporting a wide range of space missions and projects. Serco provides essential engineering, technical, and management services, playing a key role in logistics and operational support for missions. Their expertise in spacecraft operations, ground systems, and data processing has earned them recognition, including 'Best in Domain' awards from ESA. Their long-standing partnership with ESA reflects their commitment to excellence and innovation in the space sector, ensuring successful mission outcomes and advancing space exploration.

On behalf of our team in Germany, we are looking for a skilled Service Delivery Manager for Mission Operations. The successful candidate is responsible for overseeing the seamless delivery of mission-critical services within high-stakes, complex operational environments, such as aerospace, defence, or space exploration. This role ensures that the services meet performance, reliability, and quality standards while aligning with organizational objectives and client expectations. The Service Delivery Manager collaborates with cross-functional teams, including security operations engineers, training and simulation officers, spacecraft operations engineers, to ensure operational excellence and continuous improvement.

As Service Delivery Manager you will concentrate your activities on the following:

• Manage end-to-end service delivery for mission operations, ensuring services are executed on time, within budget, and to the required quality standards
• Act as the primary point of contact for clients, mission teams, and internal stakeholders, ensuring clear communication and alignment on service expectations and performance metrics
• Define, track, and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure mission-critical systems and processes operate reliably
• Collaborate with mission operations teams, including engineers, training and simulation officers, and security engineers, to ensure seamless execution of services
• Oversee resource allocation, including personnel, technology, and budget, to support mission objectives and service delivery goals
• Ensure all services comply with industry regulations, safety standards, and organizational policies, particularly in highly regulated domains
• Drive initiatives to enhance service delivery processes, leveraging data-driven insights and industry trends to improve mission outcomes

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

• Strong understanding of mission-critical systems, including satellite operations, ground control, or space mission protocols
• Proven track record of managing SLAs, KPIs, and client relationships in high-pressure environments
• Exceptional leadership and communication skills, with the ability to collaborate across technical and non-technical teams
• Experience with risk management, incident resolution, and process optimization
• Familiarity with industry standards and regulations (e.g., ESA, NASA, or similar institutions guidelines)
• Proficiency in project management tools (e.g., Jira, MS Project) and data analysis platforms
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities

Key competences: 

• Problem-solving and critical thinking
• Stakeholder relationship management
• Attention to detail and operational rigor
• Adaptability to evolving mission requirements
• Strong organizational and time-management skills
  
  

• Relocation allowance: including a one-way flight ticket, transportation from the airport to a temporary hotel, and one month of paid accommodation while securing permanent housing.
• Hybrid working model.
• 30% subvention on Deutschland ticket.
• Gym membership discount.
• Private pension scheme.
• Corporate Benefits discounts.
• 30 days of holiday.