Service Manager

Joining Serco Italy’s amazing team offers:

• Great career opportunities in the Space industry
• Support provided to EU Nationals requiring relocation – Information available upon request
• Company events
• International environment

Job Introduction

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.

Currently we are 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.

Main Responsibilities

As Service Manager you will be responsible for:

• 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.

Successful Candidate

• 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.

About the Company

Why should you join Serco ?

At Serconot only is the nature of the work we doimportant, everyone has an important role to play.

Meaningful and vital work - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.

A world of opportunity - You’ll be wholeheartedly supported with development and career progression

Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work.

What we offer

• Chance to contribute to innovation in the public services sector
• A company passionate about diversity and inclusion
• Permanent employment with comprehensive Serco Benefits package.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play when managing complex public services.

We are a team of 60,000 people responsible for delivering essential public services around the world, we are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

We are diverse and inclusive organisation

At Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It’s a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant.

We believe in equity so we strongly encourage applications from a diverse range of candidates. Disabled applicants who meet the minimum criteria for the job are encouraged to apply and demonstrate their abilities in an interview. We also welcome a conversation about any adjustments that would make the interview process more accessible for you. Wherever possible we are open to discussions around flexible working and we operate a hybrid work structure in many of our business areas.

In the UK we are proud to be a Disability Confident Leader in the government’s scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.

If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment Team

Important

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Please contactthe recruitment team if needed

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• SalarySalary information available upon application
• FrequencyMonthly
• Job ReferenceIT24/DESP/9892
• Contract TypePermanent
• Closing Date31 July, 2024
• Job CategorySatellite & Space Engineering & Science