IT 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.

For our activities at the European Space Agency, we are currently seeking to employ a highly motivated and enthusiastic Service Delivery Manager to work in an exciting innovative international environment. Come and join a talented diverse Serco team at the European Space Operations Centre (ESOC) based in Darmstadt, Germany.

Serco is among the leading Space Industry and Services Companies. Serco's space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies - We work alongside EUMETSAT and the European Space Agency, our employees have been providing everyday their technical, scientific and management skills to support the full range of European cornerstone space missions.

The Service Delivery Manager (SDM) is responsible for the planning, execution and delivery of the services required within a defined WP and will interface directly with the ESA Technical Representative at operational level in order to plan and agree the schedule, priority, technical content and assignment of tasks. 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 to ensure operational excellence and continuous improvement. You will focus on maintaining good relationships with the ESA Technical Representative, the users of the service and contract staff, which requires distinct customer service and service management experience.

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

Interface with ESA

• Provide the single formal interface with ESA for all technical and service management matters
• Receive advance notifications of any changes to the service or the ESA rules and procedures
• Be informed about and notify ESA in the event of any possible Conflict of Interest

Team management

• Ensure all WO positions are correctly staffed with the required skilled and qualified personnel
• Ensure all team members are clearly informed on all aspects of the activities to be performed
• Communication of procedural and organisational changes
• Maintain an up-to-date compliance matrix for all skills required by the Work Packages and the corresponding skills of the assigned personnel working under the Contract
• Identify possible skills gaps, new skills/training requirements and team backup cross-training requirements, using this to generate and maintain an up-to-date training plan for all personnel on the Contract

Contract and Service Administration

• Gather and coordinate the communication of all information required by the support office for the planning and administration of the service (working time, HR, recruitment, finance, travel, etc.)
• Provide support to the Contract Manager

Responding to service change requests

• Application of the Work Order Procedure
• Application of the Contract Change Procedure

Ensuring the service availability and coverage at the required service and quality levels

• Manage and coordinate the Service team to ensure the continual availability of the Service at the required levels of coverage
• Routinely coordinate with the ESA TR for planning of on-call and critical phases service delivery
• Regular planning and revision of the service delivery level, taking appropriate actions to address possible service requests peaks
• Ensure the service delivery stays within the agreed financial envelope
• Coordination and planning of requests for leave and absences from work, gathering and maintaining up-to-date planning information on personnel presences

Service supervision, performance monitoring and reporting

• Monitor and report on the performance of the service based on the KPI identified for each Work Package
• Record and report the effort expended on the service provision, and the on-call provision
• Preparation and submission to ESA of the monthly progress reports and service performance reports, gathering all the necessary inputs from the Work Package Managers
• Organise and attend the monthly service review meetings, and corresponding yearly meetings
• Taking the appropriate recovery actions to address any deviations from the agreed service levels and ensure the correct level of service throughout the period

Handling of emergency situations

• Arrange for immediate cover by the identified back-up person to ensure service continuity in case of sudden unplanned personnel absences

Risk management

• Assessment of risks and taking appropriate mitigation actions
• Regular application of the risk management procedure

Ensure the compliance of the service and its conformance with ESA's requirements

• Health and Safety
• Security

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

• Excellent command of English, both written and spoken.
• Proven ability to communicate effectively, with international staff, orally and in writing with good briefing skills is necessary.
• In-depth service management experience in a critical operational environment (prior experience of working in an international environment would be considered an advantage).
• 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.
• Strong knowledge of ITIL processes (a national recognised certification in Service Management or ITIL intermediate certification would be considered an advantage).
• In-depth knowledge of operational (routine and contingency) procedures.
• Problem Solving aptitude.
• Very good knowledge of current IT technologies, systems, applications, and tools.
• PC literacy: MS Office 365, MS SharePoint, Microsoft Project.

About Serco:

Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the likes of ESA, CNES, EUMETSAT, EUSPA, ASI and NASA. We offer space capabilities across the full space lifecycle from satellite testing to Launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development. With over 55 years history in the space sector Serco is well placed to contribute to National strategies across Europe and the globe We work within the heart of the space sector so understand the challenges our customers face. When it comes to recruitment we are experts in sourcing the very best talent within space engineering, earth observation, satellite communications and cyber security. We have placed hundreds of people from post graduates through to C-suite executives into space agencies, satellite operators, manufacturers, system integrators, consultancies, earth observation/remote sensing, launch providers and much more.