Senior Service Manager, Aviation

Rocket Lab; United Kingdom; On-site; GBP 60,000 - 85,000; Full time

Job summary

Rocket Lab is seeking a Senior Service Manager for the Aviation vertical. The role focuses on providing in-life support for aviation customers, blending technical acumen with relationship management. Candidates should demonstrate strong service management experience and technical knowledge of satellite systems in a collaborative environment. This position is essential for ensuring high service quality and customer satisfaction in the dynamic field of satellite communications.

Qualifications

• Strong technical understanding of LEO/GEO satellite systems.
• Preferred Engineering degree or equivalent technical certification.
• Service management experience in aviation or connectivity sector.

Responsibilities

• Serve as the single point of contact for aviation customer support.
• Deliver standardized service deliverables and support satisfaction initiatives.
• Act as technical interface between aviation customers and internal teams.

Skills

Service management experience

Technical understanding of satellite systems

Incident and escalation management

Verbal and written communication skills

Cross-functional teamwork

Education

Engineering degree or equivalent technical certification

Tools

ServiceNow

Job description

Connect with Eutelsat Group

Be part of a new era in communications, transforming connectivity with Eutelsat Group – the world’s first GEO-LEO integrated global satellite operator.

As a leader in satellite communications, we provide global connectivity solutions - connecting businesses, communities, and governments around the world. We can connect you at on land, at sea and in the air. We also deliver broadcast television channels and packages, transmitting vital news reports around the world.

With Eutelsat Group You’ll Get To:

• Pioneer the future of Space Technology
• Bring connectivity to remote frontiers
• Collaborate with customer-centric experts
• Embrace cultural diversity in our global team

In a dynamic industry where passion drives our teams to make a difference to become the most trusted partner for global satellite connectivity, you will elevate your skills in a stretching, rewarding, and meaningful environment. At Eutelsat Group, we’re united by inclusion and diversity, striving for gender balance and social responsibility, on Earth and in Space.

Why Eutelsat Group?

• Commitment to Diversity & Inclusion: With colleagues from over 75 countries, we embrace our global DNA and are committed to creating an inclusive workplace. We are proud that one-third of our executive team and 60% of our board are represented by women.
• Ways of Working That Drive Us: As "One Team," we work collaboratively towards shared goals, with customer-centricity, respect, and inclusivity as our guiding principles.
• Sustainability at Our Core: At Eutelsat Group, sustainability is more than just a word; it’s woven into our strategy. We’re dedicated to balancing social, environmental, and economic growth — both on Earth and in space.
• Work-Life Balance: We offer flexible schedules and hybrid/remote work options to help you balance your personal and professional life. At Eutelsat Group, we are committed to supporting your well-being and ensuring you have the flexibility you need to succeed both at work and at home.

Ready to grow with us? Apply today and help us build a more inclusive, sustainable future in the world of satellite technology

Job Overview

We are looking for an enthusiastic and skilled Senior Service Manager to join our Aviation vertical and play a critical role & have responsibility for providing end-to-end, in-life support to aviation customers. This hybrid role blends technical acumen with customer-facing & relationship building skills, ensuring stability, performance, and satisfaction across the aviation connectivity portfolio.

You will act as a primary interface across technical & operational domains —ensuring high service quality, proactive issue resolution, and consistent customer experience. This role requires close collaboration with internal teams and strategic aviation partners.

This is a unique opportunity to make a significant impact within an organization that values growth, teamwork, and professional development.

Who You Are:

• Serve as the single point of contact for post-activation / in-life support of our aviation customer base.
• Deliver standardized service deliverables (e.g., monthly service reviews, KPI/SLA reporting).
• Support customer satisfaction initiatives and champion continual service improvement.
• Align service delivery to contractual obligations for key aviation partners.
• Represent Service Management in regular internal and external meetings with senior stakeholders & leadership

What You’ll Do:

Technical Engagement

• Act as the technical interface between aviation customers and internal teams.
• Support UT and network diagnostics in collaboration with Sales Engineering and CTAC.
• Present and interpret network performance data using tools such as Power BI and Grafana.
• Identify recurring technical issues and support partner onboarding and training.
• Become a known technical SME within the wider aviation organization.

Cross-Functional Collaboration

• Collaborate with Sales, Sales Engineering, UT Engineering & Product, Incident Management/Operations
• Become a core & collaborative member of the Aviation Account teams
• Mentor partners on the use and value of our Digital Products suite to drive best practice.
• Have the ability to operate & adapt to different leadership levels within Eutelsat OneWeb & the Partner organization.
• Demonstrate & provide leadership to virtual account teams with the objective of improving customer experience.

Leadership & Continuous Improvement

• Develop long-term relationships with partners, acting as a trusted advisor.
• Anticipate potential issues and create contingency plans to minimize risk.
• Identify and implement process improvements by gathering insights across the organization.
• Communicate prioritization decisions clearly when managing multiple customer issues.

What You’ll Need:

• Service management experience in the satellite, aviation, or connectivity sector.
• Strong technical understanding of LEO/GEO satellite systems, UT performance, and IP networking.
• Experience in incident and escalation management, including root cause analysis (RCA).
• Excellent verbal and written communication skills; confident stakeholder engagement.
• Proven ability to work effectively across cross-functional teams.

Preferred Qualifications

• Engineering degree or equivalent technical certification (e.g., CCNA).
• Direct experience with aviation or in-flight connectivity providers (e.g., Gogo, Satcom Direct).
• Familiarity with ITIL practices and service platforms (e.g., ServiceNow).

Where You’ll Work: London, UK/ Paris, France

The Eutelsat Group treats the protection of personal data submitted to it seriously. By submitting this application, you agree to the collection and retention of your personal data by the Eutelsat Group and acknowledge notice of, and understand the terms of Eutelsat’s Privacy Policy (as amended from time to time).

This role is a Eutelsat Group job opening; all of our open roles are posted on the current OneWeb and Eutelsat websites. Please note that when you are applying, your application may be seen by both teams.