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.

Service Delivery Manager – Mission Operations

We are looking for a skilled Service Delivery Manager to oversee the seamless delivery of mission-critical services within high-stakes, complex operational environments, such as aerospace, defence, or space exploration. 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, including security operations engineers, training and simulation officers, spacecraft operations engineers, to ensure operational excellence and continuous improvement.

Responsibilities

• Manage end-to-end service delivery for mission operations, ensuring services are executed on time, within budget, and to the required quality standards
• Act as the primary point of contact for clients, mission teams, and internal stakeholders, ensuring clear communication and alignment on service expectations and performance metrics
• Define, track, and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure mission-critical systems and processes operate reliably
• Collaborate with mission operations teams, including engineers, training and simulation officers, and security engineers, to ensure seamless execution of services
• Oversee resource allocation, including personnel, technology, and budget, to support mission objectives and service delivery goals
• Ensure all services comply with industry regulations, safety standards, and organizational policies, particularly in highly regulated domains
• Drive initiatives to enhance service delivery processes, leveraging data-driven insights and industry trends to improve mission outcomes

Requirements

• Strong understanding of mission-critical systems, including satellite operations, ground control, or space mission protocols
• 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
• Familiarity with industry standards and regulations (e.g., ESA, NASA, or similar institutions' guidelines)
• Proficiency in project management tools (e.g., Jira, MS Project) and data analysis platforms
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities

Key Competences

• Problem-solving and critical thinking
• Stakeholder relationship management
• Attention to detail and operational rigor
• Adaptability to evolving mission requirements
• Strong organizational and time-management skills

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.