Are you fascinated about Space? Do you have a strong staff management experience and have worked with ITIL processes (including implementation), certification? You could be our new Service Delivery Manager for Mission Operations Infrastructure IT. Come and join talented diverse Serco team at the European Organisation for 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.
What we offer if you join our amazing team:
• Competitive Salary
• Corporate Benefits Package
• Exciting relocation package (if applicable)
• Company events
The position is related to the Network Operations Centre (NOC) Services at ESOC. The Service Delivery Manager is responsible for providing comprehensive end-to-end service provision for the Mission Operations Infrastructure IT (MOI-IT) Business Area within the defined SLA, taking full responsibility of activities within his domain. MOI-IT covers both infrastructural and mission critical computer systems as well as communication systems.
The NOC Services at ESOC maintains and operates these infrastructures and more, covering everything from 24/7 first line monitoring and service desk to 2nd line teams and engineering activities. You will focus on maintaining good relationships with the ESA Business Area Manager (BAM) and the users of the service and supports the Service Manager in delivering an excellent overall service to our customer. The high level of interaction with the customer and contract staff requires distinct customer service and service management experience.
As Service Delivery Manager for Mission Operations Infrastructure IT you will concentrate your activities on the following:
Provide a technical interface to the Business Area Manager (BAM) in charge.
Take ownership of the end-to-end operational IT services across a matrix organisation.
Ensure tasks are scheduled in an efficient manner and that priorities are met.
Ensure all staff are aware of, and are adequately trained for their tasks.
Produce shift, on-call and annual leave schedules, increasing on-site or on-call support during major operational support phases as required.
Monitor all aspects of the service to ensure agreed service levels, schedules and procedures are properly achieved and followed.
Responsibility for all relevant ITIL processes.
Ensure close collaboration with other support groups on resolution of problems, implementation of projects and engineering activities.
Ensure punctuality and accuracy of reports and statistics on all activities.
Provide focal point of escalation to 3rd line on/off site support.
Assist in developing SLAs and OLAs with all active parties, and ensure they are complied with.
Ensure infrastructure changes are scheduled to ensure minimal impact to the user community.
Adhere to current site procedures (technical, environmental, safety and security).
Support the Service Manager in driving the evolution of the service, identifying problems, workload issues or other deficiencies within the team.
Create and maintain accurate procedures and work instructions.
Work occasional shifts outside normal working hours, if required.
Maintain and monitor (internally auditing) of the Asset/Configuration Management Database.
Produce minutes of meetings and reports in a timely fashion.
Attend user meetings, briefings, user groups and workshops as required.
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; German or French would be a plus.
In-depth service management experience in a critical operational environment.
Team leadership, organisational and time management, good interpersonal aptitude and strong service ethic.
Very strong team & staff management experience.
Strong knowledge of ITIL processes (including implementation), certification would be a plus.
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, Lotus Notes.
Degree/HNC equivalent preferred.
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About The Company
Serco is one of the world’s largest providers of public services to Governments employing over 50,000 people in over 20 countries. In Europe, Serco supports governments and international organisations in the delivery of essential public services with operations in Belgium, France and French Guyana, Germany, Italy, the Netherlands, Spain, Switzerland.
What connects the ever growing Serco workforce is a passion for delivering great service and to keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play. We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation.
As a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled professionals is insatiable and few companies can offer as many opportunities for individuals to grow their careers.
A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment.
If you share our values and want to join a team of over 50,000 passionate colleagues globally we want to hear from you.
Make a difference every day.
Take pride in what you do!