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About this job

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 ESA and NASA.

Serco Italia S.p.A. is one of the top 50 World Space Manufacturing and Service companies with a long history of providing Earth Observation operations, maintenance and front-end services to the European Space Agency. The company also offers vast experience to a huge number of IT and space markets including: central governments, defence organisations, the aerospace industry and commercial companies.

We are currently seeking an experienced and dynamic Service Manager to oversee the services we provide to ESA/ESRIN within the framework of the Destination Earth Program of the European Union. Join us in contributing to the success of the Destination Earth Program and making a significant impact in the field of Earth observation and environmental sustainability.

Responsibilities

• Service Oversight: Ensure all services meet or exceed Performance Indicators (PIs), Key Performance Indicators (KPIs), and contractual conditions.
• Service Delivery Management: Monitor, control, and support service delivery, ensuring adherence to established systems, methodologies, and procedures.
• Design and negotiate Service Level Agreement with relevant stakeholders (Customer and Partners).
• Model the Service capacity, performance and costs according to requirements change and evolutions.
• Financial Planning & Forecasting: Manage the financial aspects of the service, including budgeting and forecasting.
• Innovation & Evolution: Drive service innovations and continuous improvement to enhance service delivery.
• Team Management: Oversee the management of all Serco staff on the contract, ensuring effective team performance and development.
• Stakeholder Management: Maintain comprehensive stakeholder management, acting as the primary interface for the customer.
• Compliance & Quality Management: Ensure compliance with legal obligations, standards, and the Serco management system, while upholding quality management practices.
• Customer Satisfaction: Prioritize customer and user satisfaction through excellent service delivery and proactive communication.
• Contract Growth: Foster organic growth of the contract through strategic initiatives and customer engagement.
• Risk Management: Identify and mitigate risks to ensure the smooth operation of services.
• Leadership & Culture: Lead by example to promote customer service excellence and a culture of continuous improvement.
• This role reports directly to the Serco Contract Manager.

Profile

• Proven experience in service management of complex projects in an international environment.
• Strong financial management skills.
• Excellent leadership and team management abilities.
• Exceptional stakeholder management and communication skills.
• Ability to innovate and drive continuous improvement.
• In-depth knowledge of compliance and quality management standards.

DE&I:

Within Serco we believe there is a place here for everyone. Diversity & Inclusion at Serco is based on a culture where every voice is heard, and every employee feels valued. Working together as one team, we can enhance the experience of our people and teams, improve the value of our solutions to better serve the missions of our customers, and make a difference in our world. We are enthusiastic and passionate about our work which is infectious. We allow our employees to take responsibility for their work and promote a positive working culture. 

What we offer:

• Competitive Salary.
• Comprehensive package of benefits offered by the company.
• Assistance with relocation can be provided, details available upon request.
• Engaging company events to foster team spirit.
• Company contribution towards a pension scheme.

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